Harborough District Council is on a fast-paced journey to a digital future with friction-free case management and improved customer experience
Harborough District Council in rural south Leicestershire covers one of the largest districts in the country in terms of size and has a fast growing population.
Like other district councils, there was a hesitancy around moving to online services, but this digital team is helping the council grow its confidence. Their goal is to use customer intelligence to drive digital engagement and grow its digital relationship with residents.
Using Liberty Create, our low-code platform, as a council-wide, digital foundation to redesign and automate resident journeys. In just 12 months, Harborough rewrote services and replaced their legacy CRM.
Harborough also utilised Citizen Hub, our full-stack, low-code case management, workflow and process automation solution for councils, which gave them a head start on transforming many processes.
“From the initial implementation to the launch of our first service was really fast. Unlike previous rollouts of new services where we had ‘soft’ launches and training programmes that took several weeks, Netcall enabled the customer services advisors to become confident and efficient with the system in a few days.”
Rachael Felts
Customer Services and Engagement Manager, Harborough District Council
“We are always looking at ways to continually improve how we deliver services to our customers – along with balancing service improvements with cost and efficiency – Citizen Hub helps us achieve this. With the support provided by Netcall through their mentoring package we’ve been able to build a framework for future success. It’s given us a solid ‘master plan’ to refer to when building new services. We have a lot of work ahead and I am confident that Netcall will enable us to continually build on our ‘digital future’ for our customers.”
Rachael Felts
Customer Services and Engagement Manager, Harborough District Council
Replaced
legacy CRM
Easy
integration with third parties
↓
driving down costs
Give your teams the ability to build game-changing applications themselves
The councils wanted to remove departmental silos and enable an agile workforce to work from anywhere. To effectively automate services and prioritise workloads, they needed a single integrated platform to host all customer requests, perform complex case management and operate workflows.
With demand rapidly increasing, Tewkesbury Borough Council turned to digital, using their digital transformation program to improve services for its customers, deliver environmental improvements and make significant financial savings.
A digital team, formed of citizen developers and traditional IT staff, are providing low-code enabled Innovation-as-a-Service for the council’s evolving requirements.
