Renewed partnership drives services excellence

LONDON BOROUGH OF HILLINGDON

Local Knowledge

An experienced team works to minimise customer complaints and drive up business rate collection.

Hillingdon is London’s second largest borough to the west of the centre. Liberata has been in partnership with Hillingdon since 2008. Using our local government knowledge and award-winning collection processes we are working to ensure that Hillingdon’s citizens continue to receive excellent customer service when contacting the council.

Our targets were...

Increase Business Rates collections

Liberata’s effective and mature Business Rates collection process is run across several London boroughs and ensures Hillingdon benefit from best practice.

Support channel shift

New services have been added to the contract and support provided to the council to implement their channel shift plan

Reduce customer complaints

Liberata work to reduce complaints and build a solid system for the future; providing a reliable service where customer queries are resolved on one call.

Improve debt collection

Process review and support leads to improved collections.

Deliver improved access to services

Assisting the Council in its Digital Transformation programme.

How Liberata helped

Unity

Through Hillingdon’s openness and trust in Liberata as a partner we have built a good understanding of their internal structure, ensuring we can assist the council with their business strategy and work in partnership with them to deliver the savings they need.

Reach

New services added to the contract including Empty Homes Review Service and Single Person Discount to run alongside Business Rates and Council Tax administration..

Toolkits

Customer service has been strengthened to offer customers a reliable, solid system where we aim to resolve customer enquiries on one call. With a very effective and mature Business Rates collection process in place, Hillingdon benefit from best practice.

Engagement

Review and change processes to better serve customers Full engagement with the council through assisting and documenting change to increase engagement with their channel management plan.

What we achieved

£1m

additional cash collected by collecting over target on Business Rates

Helped

improve customer access to services

20%

reduction in phone calls

80%

reduction in caller to reception

2nd

best Business Rates collection recorded in Hillingdon (99.26%%)

Winner

awarded IRRV Business Rates Team of the Year 2017

Find out how we can help. Talk to us about a strategic partnership.