The challenge
Lancashire County Council is the local authority for Lancashire county, providing upper tier services to their citizens including children’s services, adult social care and infrastructure.
Their digital team had already invested in our intelligent process automation platform, Liberty Create, as an enterprise low-code solution — to allow them to control their own digital solutions and move away from vendor led solutions. The council is committed to supporting its service users and officers across the council through introducing effective digital solutions through their own team, supported by Liberty Create.
Their Welfare Rights service team was frustrated with their legacy casework system was no longer fit for purpose in meeting vital Welfare Rights service needs. They needed a user-friendly, bespoke case management solution to meet recording, data sharing and process requirements and solve challenges, including lack of flexibility and functionality.
Lack of flexibility and limited functionality
With restricted functionality, their system could no longer meet changing business needs, nor the reporting requirements of a Welfare Rights system.
Their legacy system could no longer cope with the case recording, GDPR and process requirements of the welfare service — negatively impacting team performance and efficiency due to manual workarounds.
“I’m so pleased with the new system created in Liberty. It’s so good for the advisors. It’s easy for them to use and to follow. Everything our advisors do is recorded and we can pull that information out. It’s well-structured and the real proof is when we went live with it, I didn’t have any complaints. It’s much more efficient and therefore customers get a much better service.”
Joanne Barker
Welfare Rights Manager, Lancashire County Council