Liberata, the business process innovation company, has today announced a strategic partnership with GBG, the specialist Identity Data Intelligence provider, to drive improved service outcomes for public sector organisations. As part of this exclusive UK public sector partnership, Liberata has already embedded the rich data analytics engine of GBG, which mines nearly 300 diverse data sources globally, into the managed services provided by CapacityGrid, the service technology business it created in 2011, to help councils accelerate their digital transformation with less effort. These capabilities have also been developed into a set of technology solutions and automated services offered through the CapacityGrid ServiceCloud platform for councils to use directly.

To date, CapacityGrid teams have been using the smart data analytics constructed with GBG to generate impressive results in a DCLG-funded Fraud and Error project for a consortium of 12 local authorities.

 “We’ve already seen and proven the value of working with GBG through the innovative Fraud and Error solution we are providing to a consortium of 12 councils. As a result of using our managed service they have identified a significant level of over-payments in council tax reduction claims. Our deep process expertise and knowledge combined with GBG’s powerful identity data intelligence has enabled us to create a new operating platform for fraud and error reviews that can dramatically reduce caseloads and improve results. Now all efforts are focused on reviewing only those cases where there is evidence of potential fraud and error, which typically starts at 15% of the caseload or less. And it is this evidence-based approach that has led to such high financial returns for local authorities,” said Vijay Chandiramani, COO Liberata Local Government & CapacityGrid. “It’s no longer about just doing more for less in the public sector but instead about doing more with less. By using data analytics in this way we can better focus scarce public sector resources, and then use machine learning so that efforts become even more focused over time.”

CapacityGrid’s Fraud and Error Reviews (FER) service has been developed to incorporate intelligent learning in order to help local authorities continuously improve the efficiency of their reviews. Innovation that has been designed by practitioners and operational specialists to provide councils with a better way to detect fraud and error in council tax reduction and housing benefit caseloads with less effort. Key to this is taking an evidence-based selection approach that accurately identifies the subset of a caseload requiring attention and improves each time it is used. Constant adaptation is possible by making direct comparisons between claims data and a continuously optimised range of internal and external data sources live at the point of review. So instead of a theoretical prediction, cases continue to be identified where there is a mis-match between the claim and real-world data which needs to be further checked – such as claimants holding multiple addresses or lifestyle expenditure being inconsistent with declared income. This is proving to lead to a far higher rate of identification from a far lower but more focused workload.

Crucially, the evidence-based selection approach detects any mis-match and can be automated to pick up regular changes, so it identifies claimants being under-paid as well as those being over-paid. The service can therefore recommend that claims be adjusted upwards as well as downwards or removed entirely because they are no longer eligible. This can provide a vital and socially valuable enhancement to every council’s service as it ensures support is directed to those who need it most, and those who are entitled to greater benefit are not being missed or left out because they haven’t updated their own claims.

“We are very excited about the opportunities this partnership will create. CapacityGrid has an unprecedented track record and is already delivering significant cost savings for local authorities,” said Paul Daley, Government Sales Director, GBG. “The evidence-based selection approach that we have constructed with the CapacityGrid team which its customers are now benefitting from is a great example of how innovative techniques combining data and process knowledge can be used to help government operate more efficiently.”

18th November 2015




About Liberata ( and CapacityGrid (

Established in 1975, Liberata is a business process services company that provides specialist outsourcing, on-demand business services and a full range of IT services. With 2,000 staff operating from 15 locations across the UK, Liberata has served customers in the public and private sectors for over 40 years. Public sector customers include Ministry of Justice, London Borough of Bromley, Barrow, Pendle, North Somerset, with a recent contract win at Burnley and over 150 UK local authorities that connected to its CapacityGrid business in 2015.

CapacityGrid is a service technology business brand that was created by Liberata and is dedicated to helping council teams achieve the best operational return through the scale of its network. Focused on where councils lack capacity or investment, CapacityGrid offers managed services and technology solutions designed to make councils more productive by making it easy to realise results with less effort and using its network to add scale and reduce costs. Of the 330 local authorities in the UK, 200 have now connected and consumed over 400 CapacityGrid services and these have so far generated over £250 million in income and savings for councils. The success of CapacityGrid services is evidenced by take-up levels that are unprecedented in this market for a UK-based business that commenced live operations and trading in late 2011.


About GBG

It’s our vision to inform all business decisions between people and organisations globally. Data is the fuel of the digital economy and our technology connects instantly to hundreds of databases across the globe, many of them on an exclusive basis. We help our clients use this data intelligently to improve their customers’ overall experience whilst adhering to their own internal risk management, fraud or compliance procedures.

 Headquartered in Chester (UK) and with 18 offices across the world, GBG provides solutions to many of the world’s biggest organisations, from established brands like Nike and Harrods to disruptive newcomers such as Taskrabbit and Stripe.

It is our belief that if there’s not enough data flowing around the economy, or if it’s of poor quality, businesses will suffer. Simply put, customers need to trust that there is a clear value exchange with the organisations they interact with. That’s why trust is at the core of everything we do, and why we promote a transparent, open and responsible use of people’s personal information, protecting us all from the costs associated with fraud or error. Recent applications of GBG solutions in the UK public sector include:

  • Tax Credits being able to tackle error and fraud in key areas such as undeclared partners, child care and child responsibility
  • HMRC tracing, contacting and significantly improving ‘cash to bank’ rates on debtors
  • Big Lottery improving identity validation rates for grants from 70% to over 90%


For further information, please contact:


Nishal Ratanji

Spark Communications

Tel: 020 7436 0420