Case Study: Lichfield District Council answers 40,000+ resident questions with Netcall AI-powered self-service

Lichfield District Council answers 40,000+ resident questions with Netcall

Lichfield District Council faced challenges with a fragmented digital estate of over 230 independently built forms and a poor website search function, which drove residents to call for help. This, along with a growing manual processing burden for Council Tax Support notifications, stretched team resources. The council partnered with Netcall to address these issues using its accessible Content Management System (Jadu Central) and AI-powered search (Agent:Ex Search).

Netcall's solution involved standardizing online forms and implementing AI search to provide direct answers to residents, creating a consistent digital front door. The vendor also provided a Revenues and Benefits solution (Govtech) to automate high-volume processes. The results included over 40,000 resident questions answered via self-service in nine months, a 97% answer rate, and 86% of Council Tax Support changes processed automatically. This freed staff to focus on complex cases and residents needing additional support.

Lichfield District Council