£1m 20% 2nd 20+ - government process services: helping ... · assisted the council with its...

LOCAL KNOWLEDGE An experienced team works to minimise customer complaints and drive up business rate collections Hillingdon is London’s second largest borough to the west of the centre. Liberata has been in partnership with Hillingdon since 2008. Using our local government knowledge and award-winning collection processes we ensure that Hillingdon’s citizens continue to receive excellent customer service when contacting the council. Increased Business Rates collections Liberata’s e�ective and mature Business Rates collection process is run across several London boroughs and ensures Hillingdon bene�t from best practice. Through Hillingdon’s openness and trust in Liberata we have built a good understanding of their internal structure, ensuring we can assist the council with their business strategy to deliver the savings they need. © 2018 Liberata UK Limited “ New services added to the contract including Empty Homes Review Service and Single Person Discount to run alongside Business Rates and Council Tax administration. Full engagement with the council through assisting and documenting change to increase engagement with their channel management plan. Customer service has been strengthened to o�er customers a reliable, solid system where we aim to resolve customer enquiries on one call. Unity Reach Engagement Toolkits Delivered improved access to services Assisted the council with its Digital Transformation programme. Improved debt collection Process review and support leads to improved collections. Reduced customer complaints Liberata worked to reduce complaints and build a solid system for the future; providing a reliable service where customer queries are resolved on one call. Supported channel shift Support provided to the council to implement their channel shift plan. HOW WE DID IT THE RESULTS HOW LIBERATA HELPED best Business Rates collection 2nd reduction in phone calls 20% reduction in face-to-face customers 80% “Liberata is a trusted company that works in partnership with us to deliver change and help Hillingdon to achieve its Digital Strategy in challenging �nancial times.” ROB SMITH - Head of Revenues and Bene�ts, London Borough of Hillingdon Liberata awarded IRRV Business Rates Team of the Year 2017 Award-winning additional cash generated by collecting over target on Business Rates £1m new jobs created 20+

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Page 1: £1m 20% 2nd 20+ - Government Process Services: Helping ... · Assisted the council with its Digital Transformation programme. Improved debt collection Process review and support

LOCAL KNOWLEDGEAn experienced team works to minimise customer complaints and drive up business rate collections

Hillingdon is London’s second largest borough to the west of the centre. Liberata has been in partnership with Hillingdon since 2008. Using our local government knowledge and award-winning collection processes we ensure that Hillingdon’s citizens continue to receive excellent customer service when contacting the council.

Increased Business Rates collectionsLiberata’s e� ective and mature Business Rates collection process is run across several London boroughs and ensures Hillingdon bene� t from best practice.

Through Hillingdon’s openness and trust in Liberata we have built a good understanding of their internal structure, ensuring we can assist the council with their business strategy to deliver the savings they need.

“

New services added to the contract including Empty Homes Review Service and Single Person Discount to run alongside Business Rates and Council Tax administration.

Full engagement with the council through assisting and documenting change to increase engagement with their channel management plan.

Customer service has been strengthened to o� er customers a reliable, solid system where we aim to resolve customer enquiries on one call.

Unity Reach

Engagement Toolkits

Delivered improved access to services Assisted the council with its Digital Transformation programme.

Improved debt collectionProcess review and support leads to improved collections.

Reduced customer complaintsLiberata worked to reduce complaints and build a solid system for the future; providing a reliable service where customer queries are resolved on one call.

Supported channel shift Support provided to the council to implement their channel shift plan.

HOW WE DID IT

THERESULTS

HOWLIBERATA HELPED

best Business Rates collection

2ndreduction

in phone calls

20%

reduction in face-to-facecustomers

80%

“Liberata is a trusted company that works in partnership with us to deliver change and help Hillingdon to achieve its Digital Strategy in challenging � nancial times.”

ROB SMITH - Head of Revenues and Bene� ts, London Borough of Hillingdon

Liberata awarded IRRV Business Rates Team of the Year 2017

Award-winning

additional cash generated by collecting over target on Business Rates

£1m

new jobs created20+

Cinta Smd3528 Interior Blanco Clido x 1m Ip 20

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