The challenge
South Hams District Council is a south west Devon local authority delivering a range of services for residents and businesses. Working with West Devon Borough Council they have undertaken an exciting transformation programme to revolutionise customer service delivery.
The councils wanted to remove departmental silos and enable an agile workforce to work from anywhere. To effectively automate services and prioritise workloads, they needed a single integrated platform to host all customer requests, perform complex case management and operate workflows. This would support the councils in reaching greater efficiency and customer satisfaction, plus minimising shadow IT and unofficial employee workarounds.
One platform to meet many aspirations
This was an opportunity to re-engineer internal processes to be smooth, automated and efficient. The platform would be future-proof, enabling the two councils to make flexible improvements in-line with changing business needs. With Liberty Converse already in play, our omnichannel contact centre solution, now was the time to roll-out Liberty Create, our low-code platform.
“Not only can we design and develop new applications quickly, but Create allows us to build a concept and easily show how it works to the wider team. Despite having a much smaller team, we are seeing rapid transformation in about a third of the time and using low-code has enabled us to push processes out about six times faster than the previous system.”
Jim Davis
Customer Improvement Manager, South Hams District Council