Welwyn Hatfield Borough Council and Broxbourne Borough Council Revenues and Benefits service transformation.
Council challenges
Welwyn Hatfield and Broxbourne Borough Councils’ incumbent supplier was exiting the market and would no longer provide the services they needed. This left them with limited options: joining a local authority shared service, bringing services back in-house, or finding a new external provider.
Both councils needed to transform their services to collect Council Tax and business rates and administer benefits. They needed to replace their outdated legacy systems with modern, scalable solutions that could support future digital transformation. A strong digital self-service component was also necessary to meet evolving customer expectations.
The councils needed to:
- Ensure a smooth transition without service disruption
- Deliver higher-quality service and improved customer experience
- Support vulnerable customers
- Reduce costs while increasing efficiency
- Support both digital-savvy and traditional customers effectively
Solution
Liberata was selected following a competitive tender under the RM6181 framework. It outperformed other bidders with a strong proposal that showcased its digital capabilities, track record of high-quality service, and significant cost-saving potential.
Liberata’s proposed Revenues and Benefits solution included migrating systems from legacy platforms to new Software-as-a-Service (SaaS) systems and comprehensive digital transformation initiatives to improve efficiency and customer experience.
The service requirements covered:
- Administration, billing, and recovery of Council Tax and business rates
- End-to-end administration of benefits
- Systems administration and hosting for revenues and benefits
- Customer services, including call handling and face-to-face support
Liberata leveraged its AI and digital self-service tools to streamline processes, improve accuracy, and reduce benefit processing times. This approach enabled a smooth transition and significant performance improvements across both councils.
Watch the video to find out more about this project.
Project delivery
The project’s delivery was managed through a structured, phased approach, which included:
- Preparation and mobilisation: These were completed within three months, with Liberata coordinating closely with council teams to ensure alignment and engagement.
- Systems migration: Transitioned Welwyn Hatfield and Broxbourne’s operations from legacy systems to new digital platforms. The team stabilised their services, including resolving issues with an inadequate document management system in Welwyn Hatfield.
- Ongoing performance improvements: Within the first year, benefits processing time was reduced from 14 to eight days.
Weekly meetings with our dedicated project managers kept both councils updated and allowed Liberata to address issues proactively. According to Helen O’Keeffe, Assistant Director for Finance, the project management and engagement were “excellent,” enabling a smooth onboarding experience for staff.
Benefits
Liberata’s solution has already delivered notable improvements, including:
- Reduced benefit processing time: From 14 to eight days, providing faster support to residents
- Enhanced system stability: Replaced failing systems, stabilising services and ensuring reliable operations
- Streamlined customer service: Centralised call handling reduced interruptions, allowing council teams to focus on complex cases
- Improved accuracy in government returns: More reliable reporting, reducing the risk of costly errors
- Reduction in empty homes: Proactively identified and challenged property assessments, contributing to borough-wide goals
“I would absolutely recommend Liberata. Their digital and self-service expertise is excellent, and they mobilised the contract seamlessly. Their support for both back-office and council teams has been invaluable.”
Richard Baker
Welwyn Hatfield Council, Executive Director for Finance Transformation
This modernised approach has enhanced service quality and set a foundation for future improvements in council operations.
Future outlook
The councils anticipate long-term savings and ongoing transformation through their partnership with Liberata. With a scalable model and a proactive approach to innovation, Liberata continues to support both councils’ goals for modern, efficient public services.
Why Liberata?
Liberata’s strengths in digital self-service, fast mobilisation, and proven experience in the public sector made it a clear choice. Liberata demonstrated superior performance through transparent comparisons, showcasing measurable improvements over competing solutions. The RM6181 framework provided an effective route to procurement, with Liberata’s performance records and deep understanding of council needs significantly outshining competing bids.
Council leaders highlighted Liberata’s proactive project management, with ongoing training and support that facilitated a seamless transition for staff and reduced service interruption for residents. Helen O’Keeffe, Assistant Director for Finance, commented on the smooth transition: “From day one, Liberata’s team was prepared. Their commitment to supporting staff was evident, with dedicated project teams ensuring we had a smooth handover and ongoing improvements.”
