Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy.
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.
Their Welfare Rights service team was frustrated with their legacy casework system, which 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.
With restricted functionality, their system could no longer meet changing business needs, nor the reporting requirements of a Welfare Rights system. The 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.
Looking for a powerful way to digitise Welfare rights and other services and deliver them more effectively, they deployed Citizen Hub, our full-stack, low-code case management, workflow and process automation solution for councils.
“I’m so pleased with the new system created in Liberty. It’s so good for the advisors. It’s easy for them to use and to follow. Everything our advisors do is recorded and we can pull that information out. It’s well-structured and the real proof is when we went live with it, I didn’t have any complaints. It’s much more efficient and therefore customers get a much better service.”
Joanne Barker
Welfare Rights Manager, Lancashire County Council
“To meet our complex service needs, our team has been able to really use Liberty’s Code Studio and its pre-built components to deliver on our unique design requirements. Without Liberty we wouldn’t have been able to deliver the level of quality apps we’re building.”
Sharon De Vall
Digital Strategy Manager, Lancashire County Council
Prioritising digital service delivery, they are implementing a robust digital strategy to include all digital services and infrastructure networks. This includes delivery of 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.
This customer story features in Think Digital Partners. Lancashire County Council and Netcall were awarded the Partner and Customer Collaboration of the Year at the SOCITM President’s Conference 2024 for Lancashire’s new Welfare Rights Case Management system, built in Liberty Create.
25 % Increase
in caseload capacity
0 Complaints
on implementation
400 more
people being helped
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