Case Study: Nottingham City Council doubles online service usage with Netcall webCAPTURE

Nottingham City Council doubles online services and hits 90% automation with Netcall

Nottingham City Council sought to increase adoption of its online revenue collection services by removing cumbersome login barriers and improving transaction speeds. Their incumbent solution suffered from low uptake and poor automation. To address this, the council engaged Netcall's Govtech Revenues and Benefits service, webCAPTURE, to transform customer self-service and introduce automation.

Netcall implemented a solution centered on fully automated online forms integrated with the council's document management system. This included a strategic channel shift to direct citizens online, which allowed the email channel to be switched off entirely. The results were significant, with an automation rate above 90% for some transactions, over £356k saved in staff costs, and 11 FTEs redeployed. Online take-up doubled from 20,000 to 45,000 transactions, customer satisfaction scored 4.6/5, and return on investment was achieved within just six months.

Nottingham City Council