Embracing digital and removing legacy

Harborough District Council is on a fast-paced journey to a digital future with friction-free case management and improved customer experience

The challenge

Harborough District Council in rural south Leicestershire covers one of the largest districts in the country in terms of size and has a fast growing population.

Like other district councils, there was a hesitancy around moving to online services, but this digital team is helping the council grow its confidence. Their goal is to use customer intelligence to drive digital engagement and grow its digital relationship with residents.

A fast-paced journey

Using Liberty Create, our low-code platform, as a council-wide, digital foundation to redesign and automate resident journeys. In just 12 months, Harborough rewrote services and replaced their legacy CRM.

“From the initial implementation to the launch of our first service was really fast. Unlike previous rollouts of new services where we had ‘soft’ launches and training programmes that took several weeks, Netcall enabled the customer services advisors to become confident and efficient with the system in a few days.”

Rachael Felts

Customer Services and Engagement Manager, Harborough District Council

The solution

“We are always looking at ways to continually improve how we deliver services to our customers – along with balancing service improvements with cost and efficiency – Netcall help us achieve this. With the support provided by Netcall through their mentoring package we have been able to build a framework for future success. It has given us a solid ‘master plan’ to refer too when building new services. We have a lot of work ahead and I am confident that Netcall will enable us to continually build on our ‘digital future’ for our customers.”

Rachael Felts

Customer Services and Engagement Manager, Harborough District Council

The result

  • In the first three months, they created a good foundation for two significant business areas: Waste Services and the new digital strategic planning solution
  • Integrations are in place with Capita payments, Local Land and Property Gazetteer (LLPG) and their third-party waste contractor
  • The API that integrates with their third-party waste contractor enables rapid two-way data – residents requests pass seamlessly to the contractor
  • Management compliance goals are supported by the use of accessibility standards, and government digital service (GDS) styling
  • Implementation was fast and easy with the intuitive system
  • Harborough now has ‘access’ to back office systems, which also enables advisors to see real-time data
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