Service deliveryDigital Customer ServiceRedcar and Cleveland signs deal to transform revenues and benefits services

Redcar and Cleveland signs deal to transform revenues and benefits services

Council invests up to £21m over ten years in the digital transformation of its revenues and benefits services

Redcar and Cleveland Council is investing up to £21m over ten years in the digital transformation of its revenues and benefits services.

The deal with Liberata extends a strategic partnership that commenced over 12 years ago. The new contract will see Liberata drive digital transformation in existing revenue and benefits services and, in addition, provide contact centre services. The Council will accelerate its digital transformation programme with Liberata’s Intelligent Customer Engagement (ICE) principles already deployed within its strategic partnerships with Hounslow, Bromley, Burnley, Pendle, and several others.

Redcar & Cleveland lies in the industrial heartland of the Tees Valley, covering over 96 square miles, with a population of around 135,000. The application of ICE in Revenues and Benefits has seen Liberata drive gains for clients in every area from initial enquiry to long-term case management and debt recovery. As examples, these include:

  • Over 45% switch to digital services in only 18 months, by retaining existing channels and increased focus on the vulnerable citizens
  • 50% reduction in bounce rates from digital to traditional channels

John Sampson, Corporate Director for Resources from Redcar & Cleveland Council, said: “In line with our corporate plan, ‘Our Flourishing Future’, partnership working is vital to help achieve our goals and Liberata has consistently demonstrated that ethos over the last 12 years.

“Like most councils we face unprecedented challenges and this transformation will help deliver the much-needed savings with an omni-channel customer experience.”

Charlie Bruin, CEO of Liberata, added: “Customer engagement requires a much more intelligent, joined-up and methodical approach than simply switching channels. For digital transformation to succeed it requires a deep understanding of how the increasing use of digital services will meet the long-term needs of users and communities in and around the local area.”

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