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Redcar & Cleveland signs Liberata for transformation


Council agrees on deal with maximum length of 10 years to build on revenues and benefits service

Redcar & Cleveland Borough Council has signed process services provider Liberata as a strategic partner for the digital transformation of various services, in a deal that could run to 10 years with a value of up to £21 million.

The company has been providing the revenues and benefits service for the council for the past 12 years, and the new contract will involve it driving digital transformation and developing contact centre services for the operation.

Redcar & Cleveland will use Liberata’s Intelligent Customer Engagement principles that have already been deployed in councils including Bromley, Burnley and Pendle.

John Sampson, the council’s corporate director for resources, said: “In line with our corporate plan, Our Flourishing Future, partnership working is vital to help achieve our goals and Liberata has consistently demonstrated that ethos over the last 12 years.”

He added “Like most councils we face unprecedented challenges and this transformation will help deliver the much needed savings with an omni-channel customer experience.”

The length of the contract, which was initially flagged up by Liberata as 10 years, appears to go against the grain of the Government’s advice to avoid long term contracts and the rising consensus around best practice.

In response, a council spokesperson said: ““The council can confirm that the award of this contract complies with the Public Contract Regulations 2015 but we would also like to clarify that this is a seven-year contract with an optional extension of up to three years.”

Image from iStock

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