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.
Harborough also utilised Citizen Hub, our full-stack, low-code case management, workflow and process automation solution for councils, which gave them a head start on transforming many processes.
“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
It’s fast and easy for Harborough’s in-house team to make changes to process flows using Liberty Create.
It’s flexible, so the in-house team can adapt and respond with design improvements and pivot to meet any unexpected demand changes.
The aim is to use customer intelligence to drive digital engagement and increase the sign-up for the portal.
Using the online account, the council wants to grow its relationship with residents, increasing dialogue and interaction by sending useful messages about relevant services.
Utilising real-time intelligence, Harborough have enhanced friction-free case management and improved customer experience.
“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 – Citizen Hub helps us achieve this. With the support provided by Netcall through their mentoring package we’ve been able to build a framework for future success. It’s given us a solid ‘master plan’ to refer to 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
Accelerated early impact
within the first three months, a strong foundation was created across two major business areas— Waste Services and the new digital strategic planning solution
Seamless integrations
with Capita Payments, the Local Land and Property Gazetteer (LLPG) and the third‑party waste contractor, enabling efficient end‑to‑end service delivery
Faster service requests
a two‑way API integration allows resident waste requests to be transmitted instantly to the third‑party contractor
Accessible by design
accessibility standards and GDS styling are embedded to support compliance objectives and deliver a consistent user experience
Quick time to value
the intuitive system enabled a fast and easy implementation with minimal complexity
Real-time access
Harborough now has access to back‑office systems, enabling advisors to view and work with real‑time data