Govtech | Salford City Council | Embracing Digital Change and Optimising Automation
Salford’s Revenues Service identified operational challenges that needed to be addressed to clear a backlog, improve recovery rates and free up staff.
Valleys to Coast transformed their tenant case management processes by turning their agile principles into practices using Liberty Create, Netcall’s workflow management and rapid application development solution.
Valleys to Coast (V2C) provides and manages over 6,000 homes across South Wales. Eager to transform the tenant experience, service staff were held back by inter-operability issues with legacy systems; no visibility of cases across two housing management systems led to duplication and poor reporting. V2C needed a single case management solution with the flexibility for in-house staff to create and adapt service apps to meet changing tenant needs.
Customer service staff found work stressful, following up and coordinating between internal teams — and managing the tenants’ experience. The constant chasing of colleagues for updates and using manual workarounds meant the team was overstretched and demotivated. With no visibility of case progress, time was wasted as several advisors might work on the same case simultaneously. And the push to homeworking worsened the problem.
The team looked at the option of a low-code development platform to quickly and easily build custom applications and automate processes for a better tenant experience. Liberty Create offered a more cost-efficient solution with its low-code functionality, enabling iterative improvements and service expansion and delivering value to customers and colleagues in small, more frequent updates.
“Liberty Create has enabled us to put our agile principles into practice and deliver value, often and continuously. Builders are able to iterate process updates as they see how a service is being used. And the real-time reporting is making a significant difference to understanding service stresses and how we should allocate resource.”
Neil Tamplin
IT / Digital Services Manager, Valleys to Coast
Built-in Liberty Create, our low-code platform, provides a single view of case and tenant details that ensures real-time visibility of every case.
The easy-to-use centralised contact system makes it easy for colleagues to find and update tenant details and manage team reports of death notices, with automated notifications to relevant teams.
Advisors deliver timely and appropriate responses quickly by screen-popping inbound requests along with all relevant details.
Anyone in V2C can see who needs to act or who is following up, with rules-based alerts for teams and supervisors to address delays and act when issues arise. Promoting first-contact resolution while improving the customer experience, tenants also get automated updates at every stage of the journey.
Redesigned workflows resulted in streamlined processes, reducing the need for manual intervention.
With greater case continuity, teams across V2C have complete visibility of case progress, and colleagues can update cases and close actions when their work is completed — ensuring improved productivity and optimum use of their time.
The design team works in an iterative manner, so began by test-driving a small set of cases. The design team works in an iterative manner, so began by test-driving a small set of cases.
They chose one back office team and worked with them to transform one process at a time, changing the culture of ownership. Processes are people-centred and workflows are designed to support the internal and external (tenant) users. This collaborative building approach has resulted in standardised handling across processes — increasing V2Cs capacity to deliver improved overall outcomes.
Through Tenant Hub, Valleys to Coast is empowered to transform digital services for teams and tenants by developing apps using a low-code platform that’s a perfect fit for housing providers.
With it, they can access pre-built tenant relationship tools and case-management capabilities to provide services more efficiently and improve tenant experiences
“Working alongside the Netcall development team creating new solutions has been great. It’s enabled us to grow our capability to develop our own applications, whilst also developing standardised modules that can be shared openly with other Housing Associations and councils as a template. Given that we all wrestle with similar challenges, I’m excited to continue to work in the open and collaborate with others on shared problems and solutions.”
Neil Tamplin
IT / Digital Services Manager, Valleys to Coast
Rather than waiting on vendors, Liberty Create supports team productivity and upskilling with simple-to-use low-code.
It is easier to pivot to specific priorities for the quick wins, whilst addressing larger issues. And because low-code empowers colleagues to develop systems, there is increased engagement and buy in.
Real-time
less data duplication
✓
productive staff
Real-time
case visibility
Find out how you can quickly and easily produce applications and automate processes for a better tenant experience
Salford’s Revenues Service identified operational challenges that needed to be addressed to clear a backlog, improve recovery rates and free up staff.
ForHousing aimed to migrate all their on-premises solutions to the cloud and their current contact centre software allowed tenant communication via calls, emails, and chatbot, but it was fragmented, prone to frequent downtime, and experienced performance issues.
St Helens see the value of utilising technology to ease the workload, increase the speed of delivery for citizens, enthuse and retain their staff and also safeguard their services.