Lancashire County Council | Powering welfare case efficiency
Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy.
Rapid reinvention of processes ripples through Hertsmere Borough Council with departments coming forward for transformation
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.
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
↓
vast cut in paper use
Savings
in time and resources
Improved
productivity
Hertsmere’s first project with Liberty Create was a waste application. After that successfully went live, the application was adapted and extended to include street cleaning and trade bins, as well as missed bin collections.
The team are free to use low-code to build many new apps, delivering more value to residents.
Hertsmere understand the advantages they gain by sharing with other councils. They are happy to share processes they are building with other councils across the country, as they benefit from download apps for processes as well as contact and discussion with other low-code users. It speeds up their build time even more.
Hertsmere ensure staff buy-in on new systems, engaging with the team to map out the process with them and involving them in signing off plans and testing.
The teams can then see the benefits, understand the plan and can see the time-savings and how slick operations will become.
“The culture has changed. By moving from an old fashioned, paper-based system to a more agile electronic system, it has brought our staff on the journey. The Create platform is future-flexible and also provides an opportunity for us to upskill several team members. Plus, the beauty of the AppShare means we can share applications with other councils, making development faster than we could ever have imagined.”
Lee Gallagher
Customer Services & Digital Transformation Manager, Hertsmere Borough Council
Hertsmere now has the flexibility and capability to do things the way that they want to. With a platform that they can easily develop by themselves, and the AppShare and Community to share and collaborate with other councils, they are building a culture of transformation to develop more and more processes and providing better experiences for both citizens and staff.
You can transform processes, unify operations and deliver digital experiences that make lives better for employees and citizens
Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy.
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