Emergency Service Efficiency: Bracknell Forest Council's Digital Transformation
Technology Category
- Cybersecurity & Privacy - Application Security
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Healthcare & Hospitals
- National Security & Defense
Applicable Functions
- Quality Assurance
Use Cases
- Personnel Tracking & Monitoring
- Search & Rescue
Services
- Cybersecurity Services
- System Integration
About The Customer
Bracknell Forest Council (BFC) is a local government body serving a population of over 125,000, which is growing faster than England’s average. The council's digital team is focused on delivering better, more accessible services to all citizens across the Council, including its out-of-hours handling service. The Berkshire Emergency Duty Service (EDS) team, which is part of BFC, responds to crisis welfare and safety situations when everyone else has gone home. The EDS team is the primary contact for the public and professionals with concerns about a child or vulnerable adult’s welfare and safety outside regular office hours. The team also responds to vulnerable adults, children, and young people in police custody. The EDS team consists of professionally qualified social workers who work under pressure in a fast-paced emergency service.
The Challenge
Bracknell Forest Council (BFC) serves a rapidly growing population of over 125,000. The council's digital team is tasked with delivering efficient and accessible services to all citizens, including its out-of-hours handling service, the Berkshire Emergency Duty Service (EDS). The EDS team, which serves almost a million residents, responds to crisis welfare and safety situations outside regular office hours. To support this team, BFC needed a comprehensive solution that could handle multiple case types with specific workflows, maintain data security, and replace manual processes to reduce errors and improve reporting. The solution also needed to offer more automated self-service to free the team from routine administrative tasks. The EDS team deals with time-consuming, emotional, and complex cases, including supporting the homeless, children who need protection, and those having a mental health crisis. Each situation requires careful assessment, recommendation of a solution, and/or a referral.
The Solution
BFC turned to Liberty Create, a low-code platform, and Liberty Converse, an omnichannel contact centre, to meet these challenges. The solution ensures air-tight data security by segmenting data by appropriate roles and permissions. BFC uses APIs to control data flow internally and with third parties securely. Integration with the Liberty Converse platform triggers a 'screen pop' of caller details, giving screening staff the information they need to triage each call instantly. Advisors can update case notes easily and append call recordings for review on the same screen. The solution also offers automated reporting tailored to the operational needs of EDS. Reporting filters allow for the selection and isolation of specific fields for assessment, with alerts to keep those on duty aware of any delays. The solution also provides a holistic person-based view, allowing interventions to be managed at the person/family level with a 360 view of individuals. Automated updates and alerts reduce the need for oversight, and the solution's adaptability allows the BFC digital team to prevent resource pinch points and make changes in an agile way to meet staff and customer needs.
Operational Impact
Quantitative Benefit
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