Case Study: Newcastle City Council cuts costs and streamlines services with Netcall Citizen Hub

Newcastle City Council cuts manual processing 98% with Netcall

Newcastle City Council faced the challenge of meeting rising citizen expectations for digital services while operating with a shrinking budget. The council was managing over 100 fragmented business applications, which led to high costs, integration difficulties, and an inconsistent experience for citizens. To address this, they partnered with vendor Netcall to implement its Citizen Hub solution, a low-code case management and automation platform.

Netcall's solution enabled the council to consolidate its vast application portfolio and automate key processes like housing rent verification and grant applications. The results were significant, including £1.3 million saved in license costs, a 98% reduction in manual processing time, and a streamlined system that improved both citizen experience and staff productivity.

Newcastle City Council