Case Study: Suffolk County Council achieves 60% faster referrals — from up to a week to within an hour — with SS&C Blue Prism

Blue Prism’s Digital Workforce Helps Suffolk County Council Improve Everyday Life

Suffolk County Council, which manages sensitive adult and children’s social care cases across the county, faced delays and manual bottlenecks when sharing data with partners such as the NHS and local police—police welfare referrals could be queued for up to a week before being entered and allocated. To speed up service delivery and free contact center staff for citizen-facing work, Suffolk County Council turned to SS&C Blue Prism for intelligent automation, deploying a digital workforce across the organization.

SS&C Blue Prism implemented automated digital workers that ingest referrals, load case data and allocate social workers, and also handle referrals for digital care devices while the council upskilled staff and established governance. The result: police welfare referrals are now processed within the hour instead of taking up to a week (reported as 60% faster), contact center and social work staff can focus on direct citizen support, and overall referral throughput and data sharing have significantly improved.

Suffolk County Council

Richard Small

Intelligent Automation and RPA Lead