Case Study: The Royal Borough of Kensington & Chelsea (RBKC) achieves 60-minute per-officer time savings and paper-free, streamlined waste services with Netcall (Liberty Create & Liberty Converse)

The combination of Liberty Create and Liberty Converse have enabled RBKC to introduce speed, flexibility and control on their journey to digital

The Royal Borough of Kensington and Chelsea (RBKC) faced inefficient, paper-heavy waste and contact processes that generated around 50,000 annual prints, about 30,000 resident service contacts and stretched Enforcement Officers working from siloed legacy systems. To meet strict IT governance, integrate with back-office systems and enable self-supporting maintenance, RBKC worked with Netcall, building on its existing Liberty Converse contact-centre solution and adopting Netcall’s Liberty Create low-code platform.

Netcall delivered a Liberty Create-based solution (complementing Liberty Converse) with an in-house builder trained alongside the Netcall team; the system went live in five months and trained seven admin staff to finish remaining bespoke work. The platform unified data, automated 80% of task volume, routed jobs to mobile contractors and created the MyRBKC portal, saving about 60 minutes per officer per day (18 officers’ work capacity increased by roughly two FTEs), eliminating paper printing, improving real-time reporting and resident updates, and automating penalties and GDPR-compliant communications.

RBKC

Ken Thompson

Contracts and Enforcement Manager