Case Study: Kirklees Council maximises digital automation and channel shift with Netcall webCAPTURE

Maximising Digital Automation in Channel Shift

Kirklees Council needed to cut costs while keeping services operational and protecting funding for non-statutory services. It had no online self-service capability, so residents’ enquiries were handled in person or by phone, creating costly processing work. The council worked with Netcall and its Govtech Revenues and Benefits service, webCAPTURE, to support a move to digital channel shift.

Netcall’s webCAPTURE automated around 80% of manual processing for online Council Tax and Business Rates transactions and was deployed in 14 weeks. By May, 85% of address changes were submitted online and around three-quarters were fully automated, with 1,203 address changes automated in the first week and 18,000 transactions submitted in the first 23 weeks. Over three years, aged debt fell from £19.5m to £14.5m, 36 staff were retrained for recovery work, and a team of 8 recovered £5m in aged debt.

Kirklees Council

Steve Bird

Head of Welfare & Exchequer Services