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

Newcastle City Council streamlines community grants processes with low-code

Newcastle City Council was managing more than 100 business applications as rising citizen expectations met tighter budgets. Fragmented systems, integration challenges and data stuck in silos were making it harder to deliver consistent digital services and see a complete picture of citizen interactions. To address this, the council chose Netcall’s Liberty Create with Citizen Hub.

Netcall helped Newcastle City Council rationalise applications and automate key processes on a single low-code platform with RPA and case management. The council said the new housing rent verification solution was delivered in 12 weeks, cut manual processing time by 98% from 840 hours to 21 hours a year, and improved accuracy through direct system integration. Overall, Newcastle reported £1.3m in licence cost savings over five years, £25k in avoided procurement costs, £5,000+ annual maintenance savings per automated process, and a streamlined portfolio replacing 100+ business applications.

Newcastle City Council

Paul Doney

ICT Manager Digital Solutions