Enhancing accuracy and efficiency with Liberty RPA at South Hams District Council
South Hams District Council were already on a journey to enhance productivity and efficiency in administrative processes, using Liberty Create and Liberty Converse to streamline operations and improve citizen experience across the council. Next, they wanted to address bottlenecks, by automating and improving elements of processes and workflows.
The main limitations on improvement and speeding up workflows were data entry and transfer between systems, which made delays, errors and inefficiencies possible. The Digital Team could see that processing tasks were enduring manual keying, taking significant time and workforce and often involving high-paid specialists in low-value tasks.
They introduced Liberty RPA, our Robotic Process Automation (RPA) tool, to automate these repetitive tasks, freeing up staff for other tasks and enabling specialists to focus on higher-value work.
“Liberty RPA is saving time across a broad range of council functions, rather than automating any individual’s role. It enables us to introduce efficiencies which are allowing departments to keep up with demand more effectively, introduce savings and modernise processes.”
Jim Davis
Head of Customer Improvement, South Hams District Council
“Automated processes work a heck of a lot faster. From a service point of view, things are quicker and it’s a better customer experience. We get fewer complaints and fewer phone calls as we’ve capitalised on the opportunities digital provides to automate services. Now that almost everything is available online, our phone calls show a steady drop of around 10% each year. Where a process can either be done online or on the phone, 80% of people choose online. We’re reaching the end of that digitisation work, but RPA has given us the next step of introducing improvements and faster, more efficient working.”
Jim Davis
Head of Customer Improvement, South Hams District Council
“Our teams are wowed at the amazing time savings we’re able to hand them when we introduce Liberty RPA into their workflow. The more the teams learn about it, the more ideas they get, and teams often offer up more processes for us to automate. We’ve even been able to use it to automate one-off high effort tasks that would have taken a team of people weeks to do. This shows the benefits of RPA to a wider range of services and gets them thinking about the possibilities in their normal processes.”
Jim Davis
Head of Customer Improvement, South Hams District Council
Deploying Liberty RPA at South Hams is successfully addressing multiple key bottlenecks in admin processes. By automating repetitive tasks and optimising resource allocation, the council continues to achieve substantial improvements in productivity and efficiency, leading to savings and faster delivery for their citizens.
Now that they have established evidence of efficiency savings and accuracy, South Hams are working towards holding sessions with Heads of Services, to identify major opportunities to nullify pain points, dissolve blockages and make bigger time and money savings. They hope to use Liberty to introduce AI to make some processes smart and require less manual intervention.
100% Accuracy
in data entry and identification
Efficiency Gains
significantly reduced processing times
Faster Service Delivery
admin bottlenecks removed, driving faster response times
Re-engineer your internal processes to be smooth, automated, efficient and future-proof – here’s how we’re enabling the councils to make flexible improvements in-line with changing business needs.
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.
