Transforming service delivery and resident experience for North Lanarkshire Council

Our intelligent automation team has partnered with North Lanarkshire Council to transform service delivery across Revenue & Benefits, Housing and other council services.

“In the next 5 years, this will be the norm and there will be less people sitting behind desks doing things in the manual way, we will need our staff out there dealing with the public”

Lorraine Brown

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North Lanarkshire Council’s vision is to become a leading digital local authority in Scotland, by harnessing emerging technologies to deliver improved services and faster outcomes to residents and businesses across the region. Over the past two years, PwC has been working with the council as part of its DigitalNL Programme, designed to help the council achieve its digital ambition. Together we are redefining how the council delivers services and interacts with its customers, using enterprise technologies and intelligent automation.

The journey so far

PwC introduced intelligent automation to digitise the delivery of transactional activities and create capacity for the council to innovate and deliver better customer experiences. We started work in August 2019 with a proof of concept (PoC) to prove the value of robotics and the potential to process critical transactions more quickly for the council and its customers.

Following this success, the programme team have been working with Service Areas to design, configure and test 10 automations and have also identified up to 80 potential opportunities across Revenue and Benefits, Housing, Social Care, Planning and Waste which could be automated in the future.

Through the deployment of robots to support with activities like council tax payment detail update, free school meals and clothing grant application processing and updating council tax reduction scheme records, staff members have saved a significant amount of time and the council has been able to deliver faster services to residents.

Through our ongoing partnership, PwC has been able to upskill employees and create new and exciting roles to help the council develop sector-leading automation capabilities and a workforce that is fit for a digital future.

Making a difference to residents: Examples of how the council is using robotics

Processed thousands of Free School Meals and Clothing Grants to support eligible families

Council Tax Reliefs for residents who have suffered family bereavement

Processing updates to direct debit payment details of almost 2000 residents each month

Applying changes to Council Tax Reduction Scheme applications

Processing grants and goods for residents on low incomes subject to a crisis

Developed a robot that will process 23,000 rent arrears transactions on a monthly basis

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Contact us

Stewart Wilson

Head of Consulting and Public Sector, Scotland and Microsoft Practice Leader, PwC United Kingdom

Tel: +44 (0)7841 567 089

Helena Clennell

Partner, PwC United Kingdom

Tel: +44 (0)7903 818545

Grant Shipway

Engagement Director, PwC United Kingdom

Tel: +44 (0)7718 339371

Liz Ajayi

IA Project Lead, PwC United Kingdom

Tel: +44 (0)7718 982007

Darren Griffin

Enterprise Architect, PwC United Kingdom

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