Local knowledge raises collection rates and increases debt recovery

North Somerset

Local Knowledge

Liberata has a long-standing relationship with North Somerset Council dating back to 1995. The current contract will see the partnership extend to 30 years. Building on our local knowledge the North Somerset shared service centre delivers outstanding results for the council as well as a further four local authorities across England.

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We have benefited from Liberata’s local knowledge and best practise which has delivered high collection rates across business rates and council tax through a partnership which will span 30 years.

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Richard Penska

Assistant Director, Corporate Services, North Somerset Council

Our targets were...

Continue the roll out of Digital by Default

With a digital transformation programme in place for more than three years, citizens and businesses are increasingly moving to digital contact and payment methods first.

Reduce benefit processing times

By reducing processing days on benefit changes, we help customers receive their benefits quicker, when they need them most.

Maintain Business Rate and Council Tax collection rates

Collections have been above 97.5% for the past five years.

Drive efficiencies by introducing new services

Online DBS checks have been rolled out, ensuring people can take-up new jobs quicker.

Improve debt collection

A solid debt recovery process built on staff training new contact methods has increased collections.

How Liberata helped

Channel Migration

We have worked with debt charities and those in areas with low levels of internet use to ensure that all customers can access council services as the Digital by Default roll out continues.

Service Optimisation

With our expert understanding of the pressure local authority budgets face, we look at all the options available to generate additional income via new services, improved debt collection and use of digital services.

Engagement

We review and change processes to better serve customers, working in partnership with staff and customers to ensure the best outcome.

Social value

Over the last three years Liberata has taken on 12 apprentices, skilling up young people and building on almost 150 jobs based with Liberata in North Somerset.

What we achieved

98.9%

highest ever NNDR collection rate

£56.43m

sundry debt recovered

2 days

reduction on new claims processing time

35%

reduction in call volume five years

Winner

Liberta awarded IRRV Business Rates Team of the Year 2017

73%

of benefit claims and changes completed online

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