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fessional We help clients achieve greater efficiencies within their services and products by designing and delivering programmes of change built on our depth and breadth of operational knowledge.

“North Somerset Council has been delighted with the professional project management services and skills provided by Liberata in support of the current execution of a demanding transformation and service improvement programme of work. We look forward to continued high levels of output and further support from Liberata.� Richard Penska, Assistant Director of Resources, North Somerset Council


How we do things is as important as what we do. To best support you with your specific challenge, we will work alongside you to ensure your productivity is enhanced, your processes are optimised and your promises are delivered.

PROductivity. All of our people have practical expertise in key specialist areas of operations and service delivery. Once we have identified what works well in your organisation and what doesn’t, we will support you to deliver a stepchange in performance and efficiency. Our results for our customers speak for themselves. Whilst consistently helping the Ministry of Justice deliver projects to budget and to high quality, we have also managed the transformation of its data collections mechanisms. Despite these process changes, we ensured payroll accuracy remained above 99.8% from the very start of live operation.

PROmises.

PROcesses.

Excellence in project and programme management reinforces everything we do. Our disciplined approach ensures that we always deliver solutions without any surprises. We will meet your needs on time, every time, to budget and pre-determined quality levels.

By replicating our tried and tested methodology within your business, we will reduce your transactional costs and streamline your processes.

For example, we have helped a Central Government department achieve a record of delivering more than 90% of projects to required time scales and budget, with total project budgets varying from less than £50k to an excess of £1 million.

For example, we have replicated our specialist HR methodology across five different payroll customer sites, helping them remove 85% of their manual processing and release £0.5m in costs.


Facing the future with confidence. With our proven track record of delivery, we offer real-world yet innovative solutions that meet your specific cost, service and efficiency challenges.

Performance Transformation. Our performance transformation service has bottled Liberata’s transformation success. We assess your capability and compare this with our models of high performance, applying our service knowledge to bring about successful change.

FREE one day assessment to benchmark your productivity. We offer a free one day assessment within an area of your organisation to identify any performance and process gaps which can be improved. We will produce a report that identifies the cost of inefficiencies, poorly aligned processes and where services don’t meet the needs of your customers.

Organisation and Leadership. We can help you realise year on year savings of 20% in six months. We implement our advanced change management methods to re-design your organisational structures, ensuring that the skills within your organisation are fully utilised and that your employee performance is managed. We have helped an organisation’s Revenues and Benefits Team cope with erratic work volume demands through implementing an

individualised performance management framework. This framework quantified the functional performance of individuals and teams within the organisation, helping the leadership team clarify when and where extra capacity is required.


Customer Services. Eliminating peaks and troughs of customer contact demands. We examine where your Customer Relationship Management (CRM) solution is not being utilised sufficiently, identifying what can be done operationally to improve your services. For example, we have built an effective appointment system which tailors appointment length and customer query type to customer service expertise.

With the implementation of our appointment system at a Borough Council, 98% of the average daily footfall of 200 customers are now benefiting from a waiting time of less than one minute. Previously, 77% of these customers were being seen within ten minutes which could span to a four hour waiting time at particularly busy times.

“Liberata was responsible for the tier migration of HR processes into our contact centre and when required, took on the project management responsibilities using agile methodologies to keep the project on track and ensure a successful implementation.� Carla March, Principal Manager, West Sussex County Council


You’re in safe hands.

Expertise in ITIL, Six Sigma, Lean, PRINCE2 and MSP

Managing over 180 live projects and an extensive portfolio of 190 planned projects

Delivering an average 3:1 return on investment Providing Professional Services to over

35

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20 clients Employing 35 full time specialist consultants Our consultants have an average of 8 years senior management experience


Success story - West Sussex County Council PROservices identifies savings of £11.2million in six months. The Challenge West Sussex County Council (WSCC) asked PROservices to assist with the transformation of its Adult Social Care service which accounts for over 44% of the council’s overall spending per annum. The Solution After examining how our transformational model could meet WSCC’s service improvement objectives, our team targeted performance gaps in their care services by way of our Resource Allocation System. This resulted in identifying potential savings of £8.4m per annum. Our Data Analysts also identified inconsistencies within WSCC’s care package assessment process. This analysis concluded that a redesign of the assessment process with controls to improve consistency, would reduce the council’s overall costs by £2.8 million. WSCC’s Adult Social Care will now reach its budgetary requirements in a sustainable way without compromising on quality.

“Liberata successfully drove the re-engineering of Adult Services eligibility criteria by using Six Sigma DMAIC methodology and creating a Case\Benefits tracking system to monitor progress and identify the benefits realised post implementation.” Jenny Daniels, Head of Health and Social Care Practice, West Sussex County Council


Let us help you. To find out more about how PROservices can help you achieve your business goals, please contact Scott Colmer, Director of PROservices on:

020 7378 3700 Or email us at:

Proservices@liberata.com Liberata UK Ltd Registered office. 4th Floor, 125 Wood Street, London, EC2V 7AN www.liberata.com


PROservices Brochure