Why Most Citizen Engagement Platforms Don’t Deliver – And How Councils Can Deliver True Citizen Experience

24th November 2025

by Andrew Walker

Councils today face unprecedented challenges: rising citizen expectations, tighter budgets and increasing service demands — whether that’s everyday tasks like requesting a new bin, reporting a pothole or booking a bulky waste collection, or more complex services such as paying council tax, managing benefits or handling housing enquiries.

And many are pursuing ambitious digital transformation goals, supported by initiatives like the Local Government Association’s Digital Transformation programme. Technology was supposed to help, but for many councils, platforms fall short. Systems are fragmented, updates are slow and hidden costs keep piling up – leaving teams frustrated and citizens waiting.

It’s a familiar story: Front-end portals look modern, but the back-office is disconnected. Workflows require manual handoffs. Staff can’t get the information they need when they need it. And every small change depends on waiting for suppliers or IT teams.

The result? Councils are stuck with systems that promise more than they deliver, and teams often waste hours on manual work instead of focusing on the citizens they serve.

Where citizen engagement platforms fall short

1. Disconnected systems

Many platforms focus on only the “front door” – the citizen-facing portal. Behind the scenes, disconnected back-office process workflows, case systems and integrations create bottlenecks. Staff spend valuable time chasing updates instead of resolving issues and delivering services – and citizens experience delays and inconsistent service. This is especially frustrating for councils looking for reliable built-in case management software.

2. Limited flexibility

Too many digital citizen service platforms are rigid and vendor dependent. When every improvement or workflow change requires external support, councils lose time and control. Reliance on suppliers slows innovation, adds hidden costs – and limits the ability to respond quickly to changing citizen needs.

3. Hidden costs and complexity

Legacy citizen engagement software often comes with unpredictable costs — licences, modules, integrations and maintenance that drain resources. Complex pricing models make long-term budgeting difficult, while ongoing admin takes staff away from high-value work.

4. Partial solutions only

Many citizen engagement platforms promise automation or AI — but only within narrow service areas. That leaves departments disconnected and citizens with inconsistent experiences.

“In short, most citizen engagement platforms stop at visibility – not delivery. Councils need systems that connect every stage of the citizen journey, from first contact to resolution.”

Andrew Walker

Accounts Director, Netcall

How Citizen Hub solves these challenges

Built on Netcall’s Liberty for Local Government platform, Citizen Hub gives councils a single, connected citizen engagement platform that works across every stage of the journey – from first contact to back-office processing. It bridges the gap between front-end citizen interaction and back-office action, creating one seamless digital experience.

1. End-to-end workflows: Every citizen interaction, task and service is linked. Staff always have the right information at the right time, reducing duplication, minimising errors and speeding up service delivery – all underpinned by modern case management for councils (LINK TO case management blog). This creates a smoother, more consistent citizen experience from request to resolution.
2. Council-led flexibility: With built-in low-code capability, service teams can configure and adapt processes themselves – without waiting on developers or suppliers. Councils can respond faster to change, test improvements quickly and maintain full control of their digital services.
3. Seamless integration: Citizen Hub connects easily with your existing systems – from CRM to back-office case management – eliminating silos and avoiding costly rip-and-replace projects. It delivers a unified citizen view without disrupting core infrastructure.
4. Transparent, predictable pricing: Licensing is clear and straightforward, so councils can plan and scale with confidence. With no hidden fees or surprise add-ons, teams can focus budgets on improving citizen outcomes, not on maintaining complex software.
5. Fast deployment: Pre-configured for local government and ready to go, Citizen Hub enables transformation from day one. Councils can launch quickly, prove value early, and extend capabilities as needs grow.

This approach turns Citizen Hub into more than just a portal. It’s a complete citizen engagement and case management platform for councils, built to support real-world workflows and council-specific needs.

Citizen Hub unifies engagement and automation, with optional AI capabilities available through the wider Liberty for Local Government platform. It supports the citizen journey end-to-end. From request to resolution – helping councils cut manual work, deliver faster services and build lasting citizen trust.

Real results for councils and citizens

Councils using Citizen Hub are seeing tangible results that go beyond efficiency – delivering measurable improvements in staff productivity and citizen experience.

Less manual work, more value

Automation reduces rekeying and repetitive admin, freeing staff to focus on higher-value, people-focused tasks.

Faster, more consistent citizen experiences

Connected workflows and real-time updates help councils resolve requests sooner and keep citizens informed – improving satisfaction and trust.

Lower operational costs, higher predictability

With streamlined processes and transparent pricing, councils gain more control over budgets and deliver better outcomes with fewer resources.

Agility under pressure

Flexible, low-code design means councils can adapt fast to new regulations or changing service demands. Without disruption or costly redevelopment.

These outcomes demonstrate why a connected citizen engagement platform is no longer optional. It’s essential for councils aiming to transform services efficiently and sustainably.

In short, Citizen Hub gives councils the tools to improve efficiency, consistency and connection – creating a better experience for every citizen interaction.

Why your council should think differently

If your current citizen engagement platform leaves staff frustrated, slows down service delivery or adds hidden costs, it’s time to think differently. Many legacy systems were built for a different era – focusing on transactions, not experience. Modern citizens expect joined-up digital journeys and quick resolutions, aligned with principles in the Government Digital Service Standard not fragmented forms and slow handoffs.

Citizen Hub helps councils move beyond those limits. It’s more than software – it’s a connected citizen experience platform that links every stage of the journey, from first contact to case resolution.

With Citizen Hub, councils gain:

1. A single source of truth across departments
2. Citizen-led flexibility through low-code configuration
3. Built-in automation and AI that enhance service quality
4. Transparent pricing and scalability to support long-term transformation

When your council has one connected system for citizens and staff, you’re not just managing engagement – you’re delivering genuine digital transformation’ in local government.

Councils ready to connect every citizen touchpoint can see how Citizen Hub delivers end-to-end engagement in action – or explore how it compares to other citizen engagement platforms.

FAQs

About the author

Andrew Walker

Account Director

A proven leader in driving digital enablement across local government, with a strong record of delivering innovative, citizen-centric solutions, Andrew specialises in crafting agile, scalable strategies that evolve with the ever-changing demands of customer experience (CX). Combining deep sector knowledge with cutting-edge technology, Andrew streamlines operations and enhances service delivery to create lasting impact for communities.