Case Study: Norfolk County Council achieves faster citizen responses and saves 133 hours monthly with SS&C Blue Prism

Norfolk County Council Enhances Citizens’ Experience with a Digital Workforce

Norfolk County Council, a top-tier local government authority responsible for services from roads to social care, faced inconsistent data, heavy administrative workloads and growing demand that left social workers spending time on repetitive data‑entry rather than direct care. To address slow, error‑prone processes — including a 30‑step, tax‑related payroll process (affecting ~300 employees) and a missing‑children matching task that took about 20 hours per month per caseworker — the council partnered with SS&C Blue Prism to introduce intelligent automation.

SS&C Blue Prism deployed digital workers to automate payroll and case‑intake workflows, cutting the payroll process from five days to two and saving about 133 hours per month on payroll alone. The bots automatically read emails, compile reports and assign cases to speed up missing‑children investigations, and the council scaled rapidly to 21 live processes in eight months — improving citizen outcomes and operational efficiency.

Norfolk County Council

Keith McDowell

IMT Project Manager