Case Study: Southampton City Council achieves self-service document scanning and reduced queues with Civica Digital360

Southampton City Council streamline citizen engagement with Civica Digital360

Southampton City Council, a recognised leader in local authority digital transformation, faced a labour‑intensive bottleneck: more than 23,000 customers brought paperwork that staff had to scan, verify and load for benefits and other services. The council engaged Civica to provide a self‑serve scanning solution, using Civica Documents as part of the Digital360 suite, to reduce face‑to‑face contact and shorten customer wait times.

Civica delivered 11 intuitive touch‑screen scanning points and seamless automatic indexing into Civica Documents within three months, eliminating manual document handling and providing real‑time integration with back‑office systems. The change streamlined processing of 23,000+ documents, cut Gateway staffing from 19 FTE to 9 FTE, reduced queues, enabled staff redeployment to frontline support and delivered measurable cost and operational efficiencies.

Southampton City Council

Linda Bratcher

Contracts Performance Officer