TIME TO CREATE A NEW EXCHANGE

The Liberata advantage

Build better services for customers

Liberata is a business process innovation company that helps customers reinvent complex services, transactions and processing. Our strategy is simply to create value with our customers by building better services for theirs.

Together we build services that deliver better outcomes with a unique approach to service exchange that is designed to liberate customers from the traditional constraints of infrastructure, technology, resources and costs.

As customers respond to global shifts in resourcing, mobility, business intelligence and cloud technology, we are applying 40 years of accumulated insight and customer experience to help UK businesses and government organisations create a valuable advantage.

Better services, better outcomes

Our customer-driven approach to service design sets them free from the constraints of inflexible contracts, under-performing service silos, under-used resources, fixed capital assets and associated dis-economies of scale.

Inspired by customers, our service exchange model helps them to achieve infrastructure and technology-free transformations, designed specifically for their outcomes, but which make more efficient use of resources, enable shared capacity and can quickly adapt as business needs change.

cloud

Service exchange

Our approach to build better services is based on our model for service exchange.

The exchange we create is based on one or more of its elements having a common use that benefits other customers. By creating an exchange between customers we drive an economy of scale that is based on re-use – an approach that costs less and can even generate new income.

Delivering public and private service exchanges we give customers a valuable advantage and a new way to build better services with:

  • Freedom from infrastructure
  • Independence from technology
  • Efficiency from resources
Three ways we help customers to reinvent services

We are working with customers to transform a complete range of business services using the service exchange model.

Our goal is to create and operate service exchanges that provide more productive and consumer-like experiences, so customers can work whenever and wherever they want and can more easily change how they work to meet their particular needs.

cloud
Outsourcing

Building a new generation of outcome-based services designed around better customer results and experiences.

cloud
Capacity

A service exchange that makes it easier for authorities and government organisations to work collectively.

cloud
Technology

Sound technology advice, reliable services and a roadmap that makes it simple to move your business to the cloud.

Why we guarantee to build better services for customers

By better services we mean more flexible, more reliable and more efficient – value that is consistently delivered across all our customer partnerships. And, by designing services with customers – not for them, we don’t try to predict their needs (or impose ours). Instead, we engage directly to make sure we deliver exactly what they want – and use our customer-driven approach to design services that guarantee to deliver better outcomes for their customers.

MORE FLEXIBLE

Agile services with capacity that can scale up and down, adapting as your business adapts.

plus

MORE RELIABLE

Class-leading service operations that are secure, resilient and always available.

plus

MORE EFFICIENT

Combining lower service costs, higher resource productivity and improved business performance to drive bottom-line results.

equal

BETTER OUTCOMES

Measurable results for your business, a genuine return on investment and certainty of customer outcomes which we will also guarantee.

We keep the promises we make, building modern, flexible services that keep customers in control of their services, data, technology and communities. Our aim is always to enhance customer performance and outcomes by discovering new ways to improve and simplify business processes and exceed the benefits and value they achieve as a result.

KEEPING CUSTOMERS AT THE CENTRE

We value simplicity and we keep the promises we make, building modern, flexible services that give customers greater control of their resources, data, technology and communities.

Innovate
Innovate

Stay customer relevant

Perform
Perform

Achieve customer outcomes

Trust
Trust

Earn customer respect

Grow
Grow

Share customer success

Allan Wood

Allan Wood

Chairman

Allan brings a wealth of BPO, IT outsourcing and IT services experience to the Liberata Board. As board director at Xansa plc, he was responsible for IT outsourcing transactions, playing a leading role in helping Xansa successfully grow its BPO business, both in the UK and India. Previously, he was chairman of Harmoni (now Care UK); the UK’s largest provider of unscheduled NHS care to over eight million patients. His current chairmanships include; Oxehealth, a technology developer spun out of Oxford University’s Institute of Biomedical Engineering that monitors vital signs; Healthcare Homes, a provider of residential and domiciliary care services; and Creare, a web design and search engine optimisation agency.

Dermot Joyce

Dermot Joyce

Chief executive officer

Dermot has over 20 years’ experience with a strong track record of successfully growing businesses in the Business Process Outsourcing (BPO) market. He joined Liberata in 2009 from Serco Group plc where he was chief operating officer of the Civil Government Division. Previously, he was executive director of the Commercial Services Division at Capita plc, which included both private and public sector BPO operations. He holds a BBS (Hons) degree in Business Studies from the University of Limerick and an MBA from University College Dublin. He also has an MSc in International Accounting and Finance from London School of Economics.

Martin Trainer

Martin Trainer

Chief financial officer

Martin joined Liberata in 2010 from QA-IQ Group where he was chief financial officer. Previously, he held a number of directorship roles in Capita plc's public sector, insurance and life and pensions divisions. Martin qualified as a chartered accountant with PwC where he spent eleven years including secondments to NatWest and Clydesdale Bank. He holds a degree in Electrical and Electronic Engineering from the University of Bath and is a Fellow of the RSA.

Peter Yendell

Peter Yendell

Non-executive director

Peter has worked in the private equity industry for over 20 years, having graduated in Biochemistry. Previously, he was a partner in 3i's global growth capital division where he worked on investments across the UK, Europe and Asia. He also retained responsibility for the management and performance of a significant segment of 3i's investment portfolio. In addition to his part-time role as chairman of Endless, Peter also works with ISIS Equity Partners; is a member of the Investment Advisory Board to the North East Jeremie Fund and is chairman of Leeds College of Art. He also acts in an advisory capacity to Yorkshire Cancer Research and Leeds Community Foundation.

Sir Peter Rogers

Sir Peter Rogers

Non-executive director

Sir Peter brings more than 18 years’ knowledge and experience of working within the public sector. He understands what the market needs and how innovation can bring real value to local government. Prior to joining the Liberata board, Sir Peter was an advisor to Boris Johnson, Mayor of London, on regeneration, growth and enterprise at the Greater London Authority. He is a former chief executive officer of Westminster City Council and chief executive officer of the London Development Agency. Prior to that Sir Peter worked in the private sector as a senior executive in one of the leading national transport operators. Sir Peter also acts as advisor and chairman of the CapacityGrid Board.

James Woolley

James Woolley

Non-executive director

James has a wealth of experience in business transactions and corporate restructuring. Having qualified as a chartered accountant with a big four firm in 2002, he finds his greatest satisfaction by working with management teams to deliver innovative and robust business turnaround strategies. He was part of the team that acquired Acenta Steel Limited in 2011 and before that part of the transaction team that concluded the purchase of the £500m Vasanta Group in July 2009. Previously James was a director at Phoenix Foods, a food manufacturing company.

Dermot Joyce

Dermot Joyce

Chief executive officer

Dermot has over 20 years’ experience with a strong track record of successfully growing businesses in the Business Process Outsourcing (BPO) market. He joined Liberata in 2009 from Serco Group plc where he was chief operating officer of the Civil Government Division. Previously, he was executive director of the Commercial Services Division at Capita plc, which included both private and public sector BPO operations. He holds a BBS (Hons) degree in Business Studies from the University of Limerick and an MBA from University College Dublin. He also has an MSc in International Accounting and Finance from London School of Economics.

Martin Trainer

Martin Trainer

Chief financial officer

Martin joined Liberata in 2010 from QA-IQ Group where he was chief financial officer. Previously, he held a number of directorship roles in Capita plc's public sector, insurance and life and pensions divisions. Martin qualified as a chartered accountant with PwC where he spent eleven years including secondments to NatWest and Clydesdale Bank. He holds a degree in Electrical and Electronic Engineering from the University of Bath and is a Fellow of the RSA.

Lloyd Clark

Lloyd Clark

Executive director, CapacityGrid

Lloyd joined Liberata in 2006 and launched CapacityGrid when he was the director of Liberata’s Local Government Business Group. He is now focused exclusively on the on-going development of CapacityGrid. Previously Lloyd was a strategy consultant for Gemini Consulting in Amsterdam and was the head of strategy at SWIFT in Brussels. He co-founded two international trade application service providers – in Brussels and Singapore – and had responsibility for product management, operations and delivery. Lloyd holds a degree in Political Science from the University of Florida and a joint master’s degree in Business Administration from the University of Florida and Nijenrode University in the Netherlands.

Charlie Bruin

Charlie Bruin

Executive director, BPO Services

Charlie joined the company in 2004 and is responsible for Business Process Outsourcing (BPO) business at Liberata. Charlie has spoken at conferences on topics such as innovation in the payments processing industry and has also provided expert evidence at Select Committee inquiries on public sector financial management. Charlie holds a first class honours degree in Business Administration from De Montfort University and an MBA from Harvard University.

Allan Jackson

Allan Jackson

Executive director, IT

Allan has over 22 years’ experience in leading and transforming IT functions and running major infrastructure and system integration programmes in both the public and private sectors. Previously, Allan managed IT services for Birmingham City Council and was also responsible for IT at Capita plc’s life and pensions business as well as for Capita Symonds. He has also managed the Global IT Infrastructure at BTG International Ltd and controlled IT operations for British Airways Holidays.

Neil Simpson

Neil Simpson

Director

Neil joined Liberata in 1998 after more than 20 years working in local authorities in England and Scotland. At Liberata, Neil has held a number of roles, primarily covering account growth and new business development. Since 2006, he has been focused on commercial and risk management. In his current role he leads a central team with responsibility for legal, commercial, risk and bid management and governance across the group. Neil holds an MBA from Aberdeen University.

Annual Reviews

Latest Review

2013 Review >

Our results

We are delighted to share our progress with customers and the public. Our Annual Reviews chart our progress and evidence our many successes. Consistently exceeding our business plans and our customers’ expectations reflects the hard work and commitment of all of our people.

Governance

Liberata’s consistent customer and financial performance demonstrate a well-run business with strong financial and governance controls. The quality and resilience of our operational delivery, particularly against a backdrop of increased volume demand for our services, is recognised and appreciated by our customers.

Our strong governance approach includes procedures and controls designed to safeguard the company’s assets, maintaining proper accounting records and ensuring the reliability and quality of management information used within the business.

Our quality assurance and risk management procedures focus on operational risk, business continuity, information security and data protection, for which we maintain an extremely highly regarded set of professional accreditations.

Governance

Awards

IRRV Performance Awards 2014 Silver Award

IRRV Performance Awards 2014 Silver Award

Excellence in Debt Management

National Outsourcing Association Awards 2013 Winner

National Outsourcing Association Awards 2013 Winner

Outsourcing Works – Award for Delivering Business Value

National Outsourcing Association Awards 2013 Winner

National Outsourcing Association Awards 2013 Winner

Shared Service Centre of the Year

IRRV Performance Awards 2012 Gold Award

IRRV Performance Awards 2012 Gold Award

Excellence in Partnership Working

IRRV Performance Awards 2012 Silver Award

IRRV Performance Awards 2012 Silver Award

Excellence in Innovation

IRRV Performance Awards 2012 Silver Award

IRRV Performance Awards 2012 Silver Award

Most Improved Team of the Year

LGC Business Partnership Awards 2012 Gold Award

LGC Business Partnership Awards 2012 Gold Award

Excellence in Business Partnership

UK Customer Experience Awards 2012 Winner

UK Customer Experience Awards 2012 Winner

Customer Experience Professional of the Year

NHS Better Health at Work Awards 2012 Gold Award

NHS Better Health at Work Awards 2012 Gold Award

IRRV Performance Awards 2011 Bronze Award

IRRV Performance Awards 2011 Bronze Award

Most Improved Team of the Year

Building Conservation Award 2011 with Pendle Borough Council

Building Conservation Award 2011 with Pendle Borough Council

Royal Town Planning Institute North West and Historic Building Conservation North West