Case Study: Lancashire County Council improves welfare rights case efficiency with Netcall

Delivering case management efficiency and streamlined service delivery of welfare rights, through digital autonomy

Lancashire County Council, the local authority for Lancashire county, needed a better way to manage its Welfare Rights service. Its legacy casework system lacked the flexibility and functionality to handle recording, data sharing, reporting, GDPR, and process requirements, so the team was using manual workarounds that hurt performance and efficiency. The council was already using Netcall’s Liberty Create platform.

To address this, Lancashire County Council deployed Netcall’s Citizen Hub and built a new Welfare Rights Case Management system with low-code tools. The new system improved secure case recording, reporting, workload allocation, and appeals handling, with zero complaints on implementation and no impact on live service. Netcall says the project helped the council import over 13,000 clients and over 14,000 enquiries, record 165k enquiry notes, support 400+ additional people, improve caseload capacity by 25%, and gain visibility of more than £20m in successful outcomes over the past 6 years of data.

Lancashire County Council

Joanne Barker

Welfare Rights Manager