Case Study: Cumbria County Council achieves rapid digital transformation and major cost savings with Netcall

Cumbria County Council - Customer Case Study

Cumbria County Council needed to accelerate digital transformation despite a small team and limited budget, and wanted to change how residents interacted with services. To do this they adopted Netcall’s Liberty Create low‑code platform, enabling rapid, in‑house development and helping to upskill staff while shifting away from paper‑based processes.

Using Netcall’s Liberty Create the Digital Team delivered 16 systems in the first 12 months and went on to build the UK’s first local end‑to‑end Track and Trace (96% contact success), a Household Waste Recycling Centre booking system with 59,000 bookings, PPE and vulnerable‑support apps, and more. The work produced clear efficiencies and measurable impact — highways enquiries saved ~20 hours/week (≈28 person‑weeks/year), skips and scaffolds yielded 804 admin hours and 2,936 inspection hours saved annually, waste permits cut admin checks by 83%, and blue badge processing fell from a six‑week backlog to zero days — driving cost, time and service‑quality improvements and national recognition.

Cumbria County Council

Kate Hurr

Digital Manager