Local Government Use Cases

Practical local government use cases across connected citizen experience, operational efficiency, case/incident handling, workforce enablement, legacy modernisation and embedded intelligence – delivered end-to-end on Liberty.

Councils must do more with less

Expectations rise, budgets tighten and legacy systems slow change. Accessibility, safeguarding and audit are non-negotiable.

Liberty helps you build accessible, end-to-end digital services without rip and replace. You get a foundation for a single view of citizen, case and user, low-code tools for service teams and a community app library with prebuilt templates from peer councils that you can adapt.

Efficiency & impact

Modern, joined-up systems free teams from admin, cut costs and help you focus on what really matters – delivering better outcomes for residents.

Trust & accessibility

Every interaction must be inclusive, auditable and secure. Liberty helps you meet those standards while improving citizen experience.

Common needs and pressures

Channel shift with clean handoff to humans when needed

Application rationalisation 
and lower total cost of ownership

Joined-up services 
across departments during LGR

WCAG compliant 
journeys and plain English 
communications

Fair, auditable outcomes for complaints, FOI and sensitive cases

What does Liberty do for local government?

Connected customer experience

Make it easy to start, switch channel and keep context – with a modern, accessible contact operation behind it.

Citizen services and status tracking

One place to request services (waste, permits, parking, council tax changes) and track progress. WCAG compliant forms and assistants. If a citizen calls, agents see the same case and history.

Appointments and bookings

Book registrar, housing and inspection visits. Reminders cut no shows; accessibility needs captured up front.

Proactive service updates

Targeted notifications for collection changes, planned works or disruptions reduce avoidable demand.

Contact centre within CX

Voice, chat, email and SMS in one desktop. AI routing prioritises intent and vulnerability. WFM flexes coverage for peaks. A unified agent desktop removes tab hopping.

Operational efficiency and process automation

Join people, systems and data so workflows automatically and exceptions stand out.

Waste and environment orchestration

Bookings for bulky and garden waste, route changes and exceptions handled automatically – citizen updates stay in step.

Revenues and benefits workflow

Streamline council tax, business rates and benefit changes with rule based steps, evidence capture and approvals, escalate edge cases with full audit.

Digital letters and notices

Generate statutory communications from approved templates in accessible formats, auto-file to the case.

Batch and file integrations (when APIs aren’t available)

Managed schedules, validation and exception queues with clear visibility – no “mystery batches”.

Case, incident and exception management

Structured workflows for requests, incidents, approvals and escalations – with SLAs and audit built in.

Complaints and remedies

Multichannel intake with sentiment/intent tagging. Investigations, approvals and fair outcomes (refunds, service redelivery, goodwill) tracked to closure.

FOI and subject access requests

Clock management, redactions, approvals and response packs with full audit.

Environmental health and safety

Food hygiene, pest control and safety incidents: Capture evidence, route to officers, track actions and outcomes.

Parking and permit appeals

Evidence submission, policy checks and panel decisions, with accessible citizen updates.

Workforce enablement

Give agents, officers and supervisors the tools to work fast – and do the right thing first time.

Officer mobile apps

Guided inspections for EHOs, housing, highways – with photos, geotags, checklists and offline capture; evidence syncs to the case.

Unified agent desktop (channels and case in one)

Agents book visits, take payments, trigger refunds, send letters – in one screen. Wrap-up updates the case automatically.

Supervisor dashboards and QA

Live queues, SLA heatmaps and risk hotspots. Auto sample for QA. Drive coaching and calibration.

Field and repairs scheduling

Skills based allocation for property and facilities tasks; reminders and evidence capture reduce repeat visits.

Legacy extension and modernisation

Extend what you’ve got, replace what you must— without big bang risk.

Wrap and extend core line of business systems

Expose only what teams need via role-based apps and integrations. Add missing processes (e.g., Blue Badge checks, revenues exceptions) without heavy customisation.

Replace spreadsheets and shared inboxes

Move adhoc trackers into governed case workflows with SLAs and audit.

Unified citizen and case view

Stitch together engagement, service and case data so anyone can see history, decisions and next actions in seconds.

Embedded intelligence and decisioning

Use AI where it helps – inside the workflow for speed, safety and better outcomes.

Intent, vulnerability and priority routing

Classify topics and risk to fast track urgent or sensitive cases; keep a human in the loop by design.

Demand forecasting and staffing

Predict spikes (garden waste renewals, severe weather) and feed WFM. Trigger proactive messaging to deflect avoidable contacts.

SLA and ETA predictions

Forecast which requests may breach. Alert supervisors and rebalance work before service dips.

Next best action and guidance

Recommend compliant steps for complaints, revenues exceptions and support for vulnerable residents – tuned by past outcomes.

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more:

Local Government Reorganisation

Discover how councils are using the Liberty platform to simplify reorganisation, cut costs and build more responsive digital services – from day one and beyond. Explore insights, tools and real-world examples to help IT and digital leaders navigate local government reform with confidence.

AI for Local Government

Built for local government, AI in Liberty helps teams automate processes, spot issues early and work more efficiently. It’s a practical way to boost capacity and deliver better outcomes – without increasing costs.

Citizen Hub

Accelerate your digital transformation with a digital engagement solution for councils – a low-code application development platform that includes citizen relationship tools and case management – out of the box.

South Hams | Automated Parking Permit Processing with Liberty IDP

South Hams District Council revolutionized Automated Parking Permit Processing with Liberty IDP, achieving 24-hour document handling, £120,000+ in annual savings, and superior accuracy. AI-powered automation streamlined applications, eliminated manual errors, and enhanced customer experience—setting a new benchmark for local government efficiency.

Liberty Converse CX

For a next-generation AI-powered cloud contact centre solution, look no further than Liberty Converse CX. Create contact centre experiences that your teams and customers will value. Delight your customers with a powerful fusion of self-service automation and human interaction while empowering your teams with the essential tools for exceptional service.

Liberty Spark

With Liberty Spark, it is easier and faster than ever to map your processes and identify inefficiencies. Request a demo now.