Case Study: Nottingham City Council Saved £356k in Staff Costs With Netcall

The Challenge

Nottingham City Council wanted to increase adoption of online revenue collection services by providing a seamless experience for citizens.

They wanted to remove needless logins and passwords and improve customer experience with much faster transaction processing.

The incumbent digital solution suffered low uptake and poor rates of automation. The council wanted something less cumbersome, with fewer barriers for citizens to quickly report changes online.

Nottingham engaged Govtech’s Revenues and Benefits service, webCAPTURE, to deliver a Revenues processing automation service to transform customer experience and introduce automation to free up experienced team members to devote more time to complex cases and focus on early intervention to aid recovery of debt.

The Solution

Nottingham’s migration to webCAPTURE was straightforward, supported by Govtech’s expertise in Revenues and Benefits automation.

The project focused on configuration rather than complex development and delivered ROI within six months.

Fully automated online transactions were integrated with Nottingham’s Document Management System, processing and archiving cases without manual input. For exceptions, intelligent rules flagged items for review, providing clear guidance and saving staff time.

New branded online forms covered all major services, from address changes to direct debit setup, driving a successful channel shift to digital. Rapid online adoption allowed the council to close its email channel entirely.

In Benefits, Govtech’s UCDS automated Universal Credit processes, freeing resources while maintaining service quality.

Ongoing optimisation refined automation rules and improved efficiency through continuous review and performance tracking.

The Result

• 90% automation rate for change of address transactions
• 11 FTE resource saved and redeployed in Revenues
• 6 experienced Benefits FTEs released through UCDS automation
• 6.5 FTE freed up in Revenues from fully automated transactions
• £356,000 staff costs saved from manual processing
• 160,000 hours eliminated in manual processing time
• Email channel switched off as users directed to the appropriate online form
• 4.6 / 5 customer satisfaction from web forms feedback based on 5,000+ responses
• ROI achieved within 6 months of going live
• 50%+ increase in online transactions
• Significant reduction in service backlogs
• Improved collection rates through resource redeployment.

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This post has been re-published by kind permission of Netcall - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Jo Robinson