Case Study: South Hams District Council achieves 3× faster process delivery and £450k savings with Netcall Liberty Create

South Hams District Council transforms processes faster to drive improved CX

South Hams District Council, the local authority serving south west Devon (working with West Devon Borough Council), faced siloed processes, a legacy CRM and the urgent need to automate services and centralise customer requests—challenges magnified by the pandemic and a move to more agile, remote working. After evaluation, the council chose Netcall’s Citizen Hub built on the Liberty Create low-code platform (complementing its existing Liberty Converse and planned Liberty Connect) to provide a single integrated platform for customer requests, case management and workflows.

Netcall implemented Liberty Create quickly—using AppShare to scaffold a discretionary grants app in under a week—and delivered a unified Liberty suite that funnels all contact through a single queue, adds real-time reporting and workflow prioritisation, and supports rapid app development. The councils transformed 90 processes in 18 months (about three times faster than before), saw 75% of customers move to self-service, and freed teams from broken processes to deliver over £450,000 in savings in 12 months, improving efficiency and customer experience.

South Hams District Council

Mike Ward

Head of IT Practice