We helped Liberata to roll out Citizen Access at the London Borough of Hounslow. There are now 50% fewer phone calls and 45% fewer walk-ins.
The Revenues & Benefits service at Hounslow is run in partnership with Liberata. Every month, it receives around 500 new benefits claims and 2,000 Council Tax transactions online. Liberata advised moving to a single self-service solution for a step-change in automation. As a result, the council chose our self-service solutions.
Our software uses simple screens and integrates fully with the back office. Therefore customers can submit new claims and changes in circumstances with ease. In addition, they can view statements, manage direct debits, upload documents and set up e-billing. All without manual intervention from staff.
The solution is also highly configurable. This means it can easily match the needs of different authorities.
“Its flexibility and deep integration makes Citizen Access the best fit for us. There’s nothing else like it on the market.”
Hounslow’s transition involved moving old processes and creating new ones from scratch. Early engagement and full training made this seamless for customers and staff.
The results are clear. There are now 50% fewer phone calls and 45% fewer walk-ins.
Moreover, the solution is being used to good effect in Hounslow’s contact centres. Staff can now direct visitors to self-service terminals to encourage take-up.
“Getting more and more people online is a key part of our strategy. Citizen Access is exactly what we need to deliver it.”