Driving Their
Own Digital
Journey
Waverley Council shares digital services and using their own talent.
Challenge
Waverley Borough Council is a local government district in Surrey – a rural borough with many older residents and a variation in broadband quality. To support their inclusivity and choice goals, they wanted to provide several easy options for residents to contact the council.
With limited resources and budget constraints, they needed a flexible solution that would allow for further development using existing internal resources – sharing digital services with other Councils.
Supporting more inclusivity and choice
Easy options for residents to contact their customer service centre
Waverley was initially looking for a new telephony system and CRM. They began using Liberty Converse, our omnichannel contact centre solution, to create a customer service centre.
- It brought together multiple telephony services
- Provided visibility of calls and call waiting times
- Improved accessibility for residents who are directed to the right team, quickly and without frustration
- Call recording helps understand complications on specific calls, supporting agent training and development
Collaborating and using the AppShare is one of the major positives of the Liberty Platform and Citizen Hub. All local authorities are feeling the same pain points, providing the same services. We’ve shared some of our work with the Netcall Community – we can all benefit from processes that councils up and down the country are implementing.
— Linda Frame – IT Manager, Waverley Borough Council
Solution
Omnichannel service
To integrate their telephony systems and CRM, Liberty Converse delivered an omnichannel contact centre solution that delivered better visibility of calls and waiting times, improved accessibility with efficient call routing to the right teams, and call recording to pinpoint complications and support agent training and development.
Citizen Hub
With Citizen Hub, Waverley was able to link their contact centre with a CRM, improving all back-end processes to smooth out and speed up progress on each task. This end-to-end solution uses Liberty Create — our low-code software development platform — to enable the team to deliver more convenience and share digital services with other councils.
Self-built apps
Using Liberty Create, the team started their journey with a solution to manage hot-desking for flexible working — using a SafeDesk™ app available on the AppShare community. With their digital autonomy, the team are free to use low-code to build many new apps, delivering more value to residents.
Digital transformation for resident convenience
End-to-end services
In linking their contact centre with a CRM, to improve efficiency and support smoother back end processing, the team expanded to Citizen Hub, Delivering end-to-end digital local government services, residents enjoy more accessibility.
Sharing digital services
Saving time and money through sharing digital services, already developed by other Citizen Hub council users, the team can supercharge their digital transformation efforts — sharing developments with other councils.
Upskilled talent
With the skills they learned, the team now hold the power of digital transformation in their own hands. Using low-code and Citizen Hub resources, they continue to develop new services and apps to enhance resident experience.
Results
- 100% digital autonomy
- Improved resident service accessibility
- End-to-end citizen experience
- Sharing digital services
- Time and development savings
- Upskilled team to develop apps in-house
- Rapid project development
- No reliance on supplier timescales and costs
- Omnichannel customer service centre
- It brought together multiple telephony services
Learn more about low-code.
Learn more about end-to-end digital local government services.
