NETCALL SUCESS STORY / LANCASHIRE COUNTY COUNCIL

Powering Welfare Case Efficiency

Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy.

Netcall-Lancashire-Council
IMPACT & OUTCOMES

1.

25% increase in caseload capacity

2.

0 complaints on implementation

3.

400 more people being helped

Brief

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 Netcall's intelligent process automation platform, Liberty Create, as an enterprise low-code solution.

Their Welfare Rights service team was dissatisfied with their outdated casework system, which failed to address essential Welfare Rights service needs. They required a customised, user-friendly case management solution to fulfil recording, data sharing, and process demands, while overcoming issues like inflexibility and limited functionality.

 
About Lancashire County Council
  • Services 1,570,373 citizens
  • Around 700,000 dwellings
  • 15.3% households in fuel poverty

Lack of flexibility and limited functionality

Their system's limited functionality was insufficient for adapting to evolving business needs and the reporting demands of a Welfare Rights system. The outdated system struggled to handle case recording, GDPR, and process requirements of the welfare service, leading to decreased team performance and efficiency due to reliance on manual workarounds.

Looking for a powerful way to digitise Welfare rights and other services and deliver them more effectively, they deployed Netcall's Citizen Hub, its full-stack, low-code case management, workflow and process automation solution for councils.

 

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“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

Solution

Secure case management

 

The Welfare Rights Case Management system securely logs comprehensive and confidential casework, enabling staff to assist the most vulnerable individuals in Lancashire and ensuring they receive the proper guidance to address complex benefits issues.

Reports and information requests are handled effortlessly with a simple click.

The Welfare Rights product requirements align seamlessly with the platform's capabilities, facilitating the creation of interfaces and pages for managing clients and inquiries.

 

Efficient process flows

 

By replacing manual tasks, the straightforward and efficient workflows ensure that all staff, regardless of their permissions and digital skills, can use it with ease.

It facilitates high-quality and timely documentation of casework activities, alongside the straightforward application of best practice data protection measures such as restricted access and automated data deletion.

Reporting is significantly enhanced, offering an immediate overview of all ongoing cases, campaign tracking, and financial gains.

 

Customer-first service

 

The updated system emphasizes a customer-centric approach by providing staff with immediate visibility and access to casework throughout the entire service area.

Authorized managers have the ability to modify their own datasets as necessary, allowing for timely responses.

As service requirements change, the digital team can quickly and adaptively address change requests.

 

Citizen Hub

Citizen Hub is a proven way for enhancing council services consistently, swiftly, and economically. It provides access to essential apps tailored for local government, and Netcall’s user-friendly technology empowers council users with low-code development capabilities to continually improve services efficiently and affordably

Local authorities can also exchange ideas and guidance with peers from other councils, becoming part of its cooperative community of colleagues.

Lancashire is dedicated to aiding its service users and council officers by implementing effective digital solutions through their team, and utilising low-code along with Citizen Hub enables them to control their own digital solutions and transition away from vendor-driven solutions.

Asylum seeker case management

Lancashire County Council is progressively developing more applications with low-code technology. Efforts are being made to utilise Liberty Create to custom-design a case management system for managing asylum seeker cases, incorporating essential reporting features.

 

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“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

Results

Data-imported

>14,000 enquiries

of over 13,000 clients data imported

Enquiry-notes

165,000

enquiry notes

Money-savings

£20 million

successful outcomes visibility for the past 6 years

Telephone-applicants

0 complaints

on implementation

People

400

more people helped

Live-sync

No impact

on live service

increase-caseload

25% increase

in caseload capacity

work-allocation

Improved

work allocation

Appeals-handling

More efficient

appeals handling

Instant-reporting

Instant

reporting

A comprehensive digital roadmap

Focusing on enhancing digital service delivery, they are executing a comprehensive digital strategy that encompasses all digital services and infrastructure networks. This includes the deployment of applications such as Council Event Ticketing and Supported Living Case Management, among others, with a progressive outlook on expanding citizen-centric digital services. Lancashire is also proactively collaborating with other councils to exchange critical information about their case management tool development, fostering cooperative efforts for broader citizen advantages.

This customer story is highlighted in Think Digital Partners. Lancashire County Council and Netcall were recognised with the Partner and Customer Collaboration of the Year award at the SOCITM President’s Conference 2024 for Lancashire’s innovative Welfare Rights Case Management system, developed using Liberty Create.

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