Modern Case Management for Councils
A Complete Platform for Request to Resolution
1st December 2025
The daily challenge – doing more with less
Every day, councils handle thousands of citizen requests, from missed bin collections and fly-tipping reports to housing repairs, blue badge applications and planning queries.
Each one represents a case that needs to be tracked, processed, resolved and reported on. But with stretched resources, manual handoffs and multiple disconnected systems, it’s easy for cases to stall or data to fall through the cracks. Staff end up rekeying information between systems, while citizens are left chasing updates.
That’s why more local authorities are looking for modern case management software for councils – solutions that can bring people, processes and data together in one place.
What case management means for councils
Case management isn’t new, but in local government it takes on a unique shape. Every citizen request follows a journey – from first contact to investigation, approval and resolution.
When that journey is supported by fragmented tools – web forms here, shared inboxes there, spreadsheets everywhere – it becomes slow and opaque. Officers lack a clear view of progress and citizens can’t easily check what’s happening.
Modern case management for council changes that. It gives your team and citizens a single, shared view of every case – from submission to resolution. By connecting online forms, contact centre interactions, back-office actions and automated workflows, it creates one consistent system of record that brings everything together.
With Citizen Hub, Netcall’s digital engagement solution, councils can unify how they manage requests, cases and workflows across all departments.
Citizen Hub in action: Everyday council use cases
Built specifically for councils, Citizen Hub’s case management platform adapts to any service type. From simple requests to complex, multi-team case investigations. Here are a few examples of how councils are using it every day:
Waste and recycling
A resident reports a missed bin collection through an online form.
Citizen Hub automatically creates a case, routes it to the right waste contractor and notifies the citizen once resolved. No manual intervention needed.
Environmental health
From initial report to inspection and enforcement, officers manage the entire process within a single case record. Evidence, photos and outcomes are stored together, creating a full audit trail for compliance.
Waste and recycling
Citizen Hub automatically creates a case, routes it to the right waste contractor and notifies the citizen once resolved. No manual intervention needed.
Planning applications
A resident submits a planning request online. Citizen Hub creates a case, assigns it to the right officer, and tracks all updates. Because all applications are tracked end-to-end, citizens are kept informed and officers have a complete view of the case. No more chasing emails or missing paperwork.
Blue badges and parking permits
Forms, eligibility checks, approvals and communications are all automated through case workflows. Staff see the full picture immediately and citizens stay informed every step of the way.
Each use case shares the same goal: Faster resolutions, less admin and better citizen experiences.
These examples show how Citizen Hub adapts across departments, but its real strength lies in consistency – giving councils one joined-up way to manage every type of case.
One platform for every service
Citizen Hub brings consistency to how cases are handled, regardless of department or service.
It’s part of Netcall’s Liberty for Local Government platform, meaning it can also connect seamlessly with automation, AI and low-code capabilities, helping councils digitise faster without starting from scratch.
Key features:
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One view of every request, case and outcome
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Automated routing and workflow management
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Integration with contact centre and back-office systems
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Real-time updates for citizens and staff
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Configurable dashboards for insight and reporting.
The result? By unifying these processes, councils can cut admin time, improve response rates and deliver consistent service quality.
From request to resolution: How it works
Every case starts with a citizen and ends with an outcome. Citizen Hub supports that journey from start to finish. A request might begin through an online form, a chatbot or a call to the contact centre. Instead of being manually entered or passed between systems, Citizen Hub automatically creates the case and pre-fills it with the right information. From there, intelligent workflows route it directly to the correct team, ensuring that nothing is missed or delayed.
Officers can collaborate within a single view, completing their assigned actions while the system keeps citizens updated in real time. When the case is closed, all data and insights are captured for reporting and future improvement.
The result is a seamless, end-to-end process -no duplication, no lost data and no need for citizens to chase for updates.
Why councils choose Citizen Hub
Councils are choosing Citizen Hub because it’s designed specifically for the way local government works. Rather than forcing teams to adapt to rigid software, it supports how services are already delivered. And that helps officers collaborate more easily and share information across departments.
By removing the need to rekey data and linking up previously separate systems, it gives staff a clearer picture of each case and helps citizens get faster, more consistent responses.
And because Citizen Hub is part of our Liberty platform, it can grow with councils as their needs evolve. Which means you can add automation, low-code tools and AI where they bring real value, without major upheaval or replacement projects.
“90% of renewals are done online. That’s a big success for us because it saves lots of time of our customers. More than 22,000 residents have subscribed to this service. That’s a that’s a pretty amazing number. We generated more than £2m revenue with the Garden Waste service.”
Meera Singh
Specialist Developer, Wokingham Borough Council
FAQs: Modern case management for councils
What does case management mean in local government?
In local government, case management is the process of tracking and resolving citizen requests – from the moment someone reports an issue to when it’s resolved. It allows councils to manage a wide range of services, from waste and planning to housing and environmental health, in a consistent and transparent way.
Why are councils moving to modern case management software?
Traditional tools like shared inboxes and spreadsheets make it hard to track progress across multiple teams. Modern systems bring everything together in one place, helping councils reduce manual work, improve accuracy and keep citizens updated automatically.
How does Citizen Hub help councils work more efficiently?
Citizen Hub automates the routine parts of case management. It routes cases to the right team, pre-fills information from forms and sends real-time updates to staff and citizens. This reduces duplication, prevents delays and frees up officers to focus on solving issues rather than chasing information.
Can Citizen Hub be adapted for different council services?
Yes. Citizen Hub is built on the Liberty for Local Government platform, which means it integrates seamlessly with existing CRMs, contact centre systems and back-office applications. This eliminates silos and avoids costly rip-and-replace projects.
Does Citizen Hub replace existing systems?
Not necessarily. Citizen Hub is built to connect with existing contact centre, CRM and back-office systems. Councils can integrate it into their current setup to create a single view of each case – without the disruption or cost of a full system replacement.
How long does it take to get started with Citizen Hub?
Deployment is typically much quicker than traditional IT projects. Thanks to its low-code design and pre-built local government templates, many councils start managing cases and seeing value within just a few weeks.
About the author
Mark Gannon
Director of Client Solutions
Mark is Director of Client Solutions at Netcall and is on a mission to put the power of digital transformation into the hands of every public sector organisation. He's a former CIO and transformation specialist who worked for over 20 years in several local authorities, including Sheffield City Council, Nottingham City Council, Rotherham Council and Middlesbrough Council. Mark also spent time as a consultant, supporting organisations to take advantage of digital technology.