Case Study: Waverley Borough Council achieves digital autonomy and improved resident services with Netcall's Citizen Hub

Waverley Borough Council shares digital services and using their own talent

Waverley Borough Council, a largely rural borough in Surrey with many older residents and variable broadband, needed more inclusive and efficient ways for residents to contact the council. Seeking a new telephony system and CRM, they began using Netcall’s Liberty Converse omnichannel contact centre to bring together multiple telephony services, improve call visibility and routing, and make contact quicker and less frustrating for residents.

Netcall then supported Waverley to expand onto Citizen Hub and use Liberty Create low‑code tools, adapting the SafeDesk app and building a range of in‑house apps (e.g., garden waste automation, subject access requests, “Check my Rent”) which were refined and shared back via Netcall’s AppShare. The result was improved accessibility and consistent omnichannel service, faster case progress, reduced administrative workload and calls, measurable time and cost savings, and the ability to analyze usage (e.g., SafeDesk check‑ins vs. swipe data) — with Waverley gaining digital autonomy and contributing solutions for other councils through Netcall.

Waverley Borough Council

Henry Ascoli

Digital Customer Experience and Website Manager