Case Study: North Lanarkshire Council achieves digital-first customer service transformation and £785,000 annual savings with Verint Systems

North Lanarkshire Council Transforms Digital Service Delivery and Outcomes with Verint

North Lanarkshire Council, the fourth-largest local authority in Scotland serving 338,000 residents, set out to replace siloed, department-led online services with a customer-focused digital-first strategy: one secure account, a single personalized portal, and joined-up service journeys designed to reduce contact volumes and improve outcomes.

The council deployed Verint Digital First Engagement Management integrated with a Web CMS, Enterprise Search and key back-end systems (MyAccount identity, VisionWare, Civica) in a hybrid on-premises/cloud model, rolled out in phases (council tax portal, then migration of online service forms). The solution delivers consistent multichannel services, improved first-time resolution and customer tracking, and is forecast to save £785,000 annually while significantly reducing contact centre and back-office demand.

North Lanarkshire Council

Peter Tolland

Chief Information Manager