Tewkesbury Borough Council transformed online experience to benefit their citizens, the environment and the bottom-line
Tewkesbury Borough Council in Gloucestershire is the fastest growing district outside of London. With demand rapidly increasing, they turned to digital, using their digital transformation program to improve services for its customers, deliver environmental improvements and make significant financial savings.
Their in-house Transformation Team turned to Liberty Create, our low-code platform, to redesign services. They also deployed Citizen Hub, our low-code application development platform for councils, which includes citizen relationship tools and case management – out of the box.
“Technically, we’ve been focused on making sure our online waste and recycling services are as useful to the customer as possible – we want to save them time and provide them with as much information upfront as we can. Not only are we helping to create savings for the council, but we’re also simplifying back-office processes too.”
Joe Cole
Lead Digital Officer, Tewkesbury Borough Council
“Our waste and recycling services are high profile – we offer really good services to our residents and now we’re going to be able to offer a fantastic online experience to go alongside them. Utilising Liberty Create’s accelerators saved us a huge amount of time. We’re a council which is really committed to making our residents’ lives easier. The work of the Transformation Team is doing this, as well as helping us to reduce our carbon footprint and deliver on financial savings.”
Peter Tonge
Head of Community Services, Tewkesbury Borough Council
The Tewkesbury Transformation Team’s priorities for the next 12 months include using the Citizen Hub and Liberty Create to improve licensing, planning, cemetery, mapping and member services. Their work has had a profoundly positive impact on service management and delivery at the council.
At a Local Government Association meeting the team was referred to as ‘flying the digital flag for district councils’ and in March 2022, they were awarded a Bronze award for the Best Transformation Team at the iESE Public Sector Transformation Awards.
£100k
savings in 18 months
35%
revenue growth
Paperless & Automated
processes and communications
Digital transformation program to improve services for its customers, deliver environmental improvements and make significant financial savings.
Passionate about providing a better service to its citizens, Tewkesbury Borough Council is focused on identifying digital options for efficiency — through an ongoing service review focused on improving customer experience and back-office processes.
Following the successful service consolidation and implementation of a new Netcall contact centre platform a few years before, the team was eager to harness the full potential of its integrated chatbot technology.
To support their inclusivity and choice goals, Waverley wanted to provide several easy options for residents to contact the council. With limited resources and budget constraints, they needed a flexible solution that would allow for further development using existing internal resources.