Case Study: Salford City Council improves digital service delivery with Netcall webCAPTURE

Embracing Digital Change and Optimising Automation

Salford City Council was pursuing its Digital Salford ambition and a Digital First customer strategy while facing budget pressures and rising demand. Its Revenues service needed to clear a persistent backlog, improve recovery rates, improve service for all customers, and free up staff to focus on complex cases.

Working with Netcall, the council implemented webCAPTURE for Revenues and Benefits digital process automation after a full business case analysis. The solution now handles over 4,000 transactions each month, with 2,000 fully automated and over 50% requiring no manual intervention; simple Council Tax changes are automated up to 100%, and staff productivity increased by more than 50%.

Salford City Council

Sue Virgin

Revenues Operations Manager