Liverpool has built a network of ten one stop shops, with Revenues and Benefits services one of the first to be migrated. The use of Comino has been a catalyst to ensure clear, streamlined end-to-end processes across front and back office into the one stop shops and the contact centre, introducing a holistic approach to service level management. As well as achieving national standards for claim processing and realising steady improvements in collection rates, Liverpool Direct has achieved average customer waiting times of less than 4 minutes and a contact centre which consistently exceeds it target of 90% of calls answered within 20 seconds.