Liberata UK Ltd

Liberata Digital Transformation Solutions

The Digital Transformation Solution is designed to help organisations drive sustainable digital transformation and provision of online services without the need to replace or extensively customise core line of business systems

Features

• Customer centric digital transformation toolkit
• Performance management software with employee appraisal support
• Quality Management assessment and resolution tools
• Contact reason and resolution data gathering tools
• Contact deflection and online enforcement tools
• Online transactional web forms for small volume services
• Online evidence provision facility in support of claims
• Customer experience measurement toolkits covering all access channels
• Data analytics and benchmarking cpability across all CloudTools
• Dedicated digital transformation programme

Benefits

• Channel migration of customer to online channels
• Reduced customer service staff requirements
• Reduced processing team staff requirements
• Improved digital entry into service processing teams
• Clear benchmarking reports to drive KPI performance improvements
• Improved measurement and understanding of the customer experience
• Before and after analysis of service changes
• Monitoring and enforcement of channel strategies

£1,950 to £8,950 a licence

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidadmin@liberata.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

531898063403058

Contact

Bid Co-ordinator
020 7378 3700
bidadmin@liberata.com

Planning

• Planning service: No

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: No

Quality assurance and performance testing

• Quality assurance and performance testing service: No

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: We provide bespoke support for the Cloud Tools software suite that enables organisations to track, analyse, and monitor the impact of digital transformation initiatives.

Service scope

• Service constraints: No

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have dedicated Customer Support Managers for each account to provide immediate assistance during office hours 8.45-5.30 Monday to Friday
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Dedicated Customer Support Manager for each account to provide immediate assistance. On-boarding and off-boarding assistance included and technical support also available at no extra cost.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 19/04/2010
• What the ISO/IEC 27001 doesn’t cover: IT hosting as that has been outsourced to a third party
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Wellbeing

  Fighting climate change

  We are working towards achieving net zero emissions by 2040, and our plan is published on our company website. We are already making progress to achieve this including: • Emissions Reduction Targets- Achieve a 100% reduction of direct carbon dioxide equivalent (CO2e) emissions by 2040. We project that carbon emissions will decrease over the framework duration by 345.4 tCO2e by 2026. This is a reduction of 31% compared to the 2020 baseline. • Energy-efficient Data Centres – Delivering scalable platforms reducing carbon production by 65% compared to traditional hosting • Hybrid Working Programme – Enabling more flexible working to encourage individuals back into work and reduce travel related carbon emissions by up to 96% • Sustainable Transport Scheme – Including electric car purchase and cycle to work initiatives alongside favourable car allowance schemes for use of electric/hybrid cars for business purposes We also have projects and working groups in place covering the following initiatives: • Full Implementation of ISO 14001 • Procurement of energy supplies from renewable sources • Decarbonisation of heating systems • Increased reuse and recycling of consumables • Co-location of data services to low carbon centres

  Wellbeing

  Our Giving Back Social Value programme invests in supporting our employees, struggling families and the most vulnerable to address their health and wellbeing. Every product or service sold contributes towards the Giving Back funding which is allocated to delivering initiatives across the UK. The initiatives that we deliver include: • Sports Team Kits - Providing match kit and equipment for local youth sports teams to ensure greater participation and improve wellbeing • Volunteer Programme – Supporting activities including: school reading and writing CV building, interview skills & cycling proficiency • Crowdfunding Programme – Managing initiatives to support community developments • Outplacement/Career Coaching Services – Delivering tailored programmes to help those struggling with their mental health or anxiety to secure new opportunities • Summer of Love – In partnership with the British Heart Foundation, we promote Health & Wellbeing across the business and offer free of charge comprehensive health-checks (blood pressure, heart-rate, metabolism, BMI for information and recommendations to maintain a healthy lifestyle). The recent theme has been on ‘mindfulness’, considering the importance of mental health through the pandemic. In addition we have a dedicated local Health and Wellbeing co-ordinators at each of our sites from which we deliver this service who are there to promote the wellbeing of our employees and residents and host fortnightly 15 minute sessions on a variety of health initiatives including meditation, yoga and relaxation techniques which are available to all employees during the working day. Other initiatives include free eye testing and flu vaccinations along with resilience workshops run with Renovo who are part of the Liberata organisation. We also have our Employee Assistance Programme which provides support, counselling and advice to all employees and family members free of charge and is available 24/7.

Pricing

• Price: £1,950 to £8,950 a licence
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidadmin@liberata.com. Tell them what format you need. It will help if you say what assistive technology you use.