Case Study: Southwark Council Case Management achieves faster responses and improved visibility with Civica Case Management

Empowering the Southwark Council user experience over the last decade

Southwark Council Case Management needed to modernise how it delivered personal services across the borough — from housing and social care to waste and libraries — by adopting a cloud-hosted, SaaS case management platform that integrated with MS Dynamics CRM, provided councillor self-reporting and improved visibility and response times while reducing team workload. To meet these goals they partnered with Civica and appointed an internal project manager to lead the migration and staff upskilling.

Civica implemented its Civica Case Management cloud solution with API integration to MS Dynamics CRM, a browser-based self-service portal and configurable workflows, training users as it rolled out. The platform now supports over 1,000 users across six areas, cut response times to under 10 days, improved reporting and real-time case visibility, reduced overdue cases and enabled the council to maintain service quality even as complaint volumes doubled over the last decade.

Southwark Council Case Management

Duncan Ford

Technical Projects Officer