Case Study: Wigan Council achieves £170M savings with Netcall

Wigan Council saves £170M and cuts enquiry costs 93% with Netcall

Wigan Council faced the challenge of delivering over 700 services through siloed systems and manual processes, which created operational inefficiencies and a disjointed experience for residents. This fragmentation, particularly in high-volume services like Highways which received 15,000 enquiries a year, cost the council £7 to process each one. To address this, they partnered with Netcall's Jadu to implement a unified digital experience platform.

The solution from Netcall involved integrating Jadu's digital service platform for designing online forms, case handling, and connecting previously siloed systems. This transformation automated workflows and enabled human-centred service design. The results were significant, including total savings of £170 million over ten years and a reduction in the cost to process each enquiry from £7 to just £0.50. Additionally, over 70% of customer interactions are now digital.

Wigan Council