Lancashire County Council empowered to better serve its most vulnerable people with Netcall
The challenge
Lancashire County Council is the local authority for Lancashire County, providing upper-tier services to their citizens including children’s services, adult social care, and infrastructure.
Their digital team had already invested in our intelligent process automation platform, Liberty Create, as an enterprise low-code solution — to allow them to control their own digital solutions and move away from vendor-led solutions. The council is committed to supporting its service users and officers across the council through introducing effective digital solutions through their own team, supported by Liberty Create.
Their Welfare Rights service team was frustrated that their legacy casework system was no longer fit for purpose in meeting vital Welfare Rights service needs. They needed a user-friendly, bespoke case management solution to meet recording, data sharing and process requirements and solve challenges, including lack of flexibility and functionality.
Lack of flexibility and limited functionality
With restricted functionality, their system could no longer meet changing business needs, nor the reporting requirements of a Welfare Rights system.
Their legacy system could no longer cope with the case recording, GDPR and process requirements of the welfare service — negatively impacting team performance and efficiency due to manual workarounds.
The solution
Secure case management
The Welfare Rights Case Management system records detailed and confidential casework in a secure environment, allowing staff to support the most vulnerable people in Lancashire and ensuring they get the right advice they need to resolve complex benefits issues.
Reports and information requests are dealt with at the touch of a button.
The Welfare Rights product requirements fit well within the platform capabilities, allowing them to build interfaces and pages for the management of clients and enquiries.
Customer-first service
The new system supports a customer-first approach, giving staff instant visibility of and access to casework across the whole service area.
Appropriate managers can adjust their own list data as and when needed, enabling real-time responses.
As service needs evolve, the digital team can rapidly and flexibly respond to change requests.
Efficient process flows
Replacing manual activities, the simple and effective workflows ensure all staff, with different permissions and digital skills and abilities, can easily use it.
It supports good quality and timely recording of casework activity, and easy application of good practice data protection measures like controlled access and automated deletion.
Reporting is vastly improved, with an instant view of all current cases, campaign monitoring and cash gains.
Asylum seeker case management
Lancashire County Council continue to build a growing number of additional applications using low-code. Work is underway to use Liberty Create to custom-build a case management tool that will handle asylum seeker cases, including critical reporting.
The results
– Data import of over 13,000 clients with over 14,000 enquiries
– 165,000 enquiry notes
– Visibility of more than £20 million worth of successful outcomes for the past 6 years of data
– 0 complaints on implementation
– No impact on live service
– 25% increase in casework efficiency/ caseload capacity
– Improved work allocation
– More efficient appeals handling
– Instant reporting
A comprehensive digital roadmap
Lancashire is prioritising digital service delivery by implementing a robust digital strategy that will include all digital services and infrastructure networks. To date, this includes delivery of other apps like Council Event Ticketing and Supported Living Case Management, amongst others, with a future forward focus on expanding citizen-first digital services.
Lancashire is also actively working with other councils to share vital information about their case management tool build, enhancing cooperative working for wider citizen benefit.
d volume, reducing complexity whilst boosting productivity, and ultimately facilitating the emotional support customers require.
For additional information on Netcall Project for Lancashire County Council Click Here
Over 600 organisations in financial services, insurance, local government and healthcare use Netcall’s Liberty platform to make life easier for the people they serve.
Liberty Converse is the next-generation, AI-powered contact centre solution that redefines how businesses engage with their customers. The cloud-native platform extends its robust contact centre software capabilities to harness the power of intelligent process automation and rapid application development, setting Netcall apart in the competitive landscape.
Liberty Converse is part of Netcall’s Liberty platform which provides cut-through process automation and communications solutions, helping organisations to achieve their business goals faster in a rapidly changing world. Liberty offers user-friendly, AI-driven tools to create business applications that automate processes, streamline workflows and enhance both customer and employee experiences.
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