The challenge
Hertsmere Borough Council is small with modest budgets, but big plans. Their area includes a diverse collection of towns, 80% greenbelt land, and a young demographic of citizens who want to interact online.
The council’s processes were largely paper-based and frequently required re-keying. Their CRM system was more than 15 years old and approaching the supplier end of life and they wanted a system they could develop themselves, without additional costly and slow supplier charges for changes. Hertsmere’s team wanted to provide online customer accounts to track case progress, enable interaction digitally as well as over the phone.
A low-code strategy
Low-code provided them end-to-end delivery and moved them from a paper-based system, to completely paper-free systems. Liberty Create was the chosen low-code platform, providing additional functionality and integration.
“We’ve engaged with our team throughout the process, with guidance from Netcall. It’s been instrumental in changing the culture to a more agile electronic way of working. Our staff have gone from wary, to on-board, to super-keen. They want to implement each new system ASAP, supplying ideas and enthusiasm for each of the next projects.”
Lee Gallagher
Customer Services & Digital Transformation Manager, Hertsmere Borough Council