Next-gen Local Authority Case Management Software

Powered by Citizen Hub, give your council a unified case management platform to process requests faster, empower frontline teams and deliver seamless digital services to your community.

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local authority case management software

A local authority case management software trusted by UK councils

£1.8m+

saved annually in consultant and licence fees at Croydon Council

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£1.3m+

saved in licence fees over five years at Newcastle City Council

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2,000+

hours of admin removed at Tewkesbury Borough Council

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25%

increase in caseload capacity at Lancashire County Council

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Eliminate backlogs with smarter local government case management


UK local authorities face mounting pressure: single-view case tracking is nearly impossible when emails, phone calls and online forms are siloed across departments. Critical context gets lost between handoffs. Time-consuming copying and pasting across disjointed council systems creates errors, delays and drains your team’s productivity on routine tasks. Residents chasing updates on open service requests, calling repeatedly because no one has visibility, and losing trust in your council’s service delivery.


Our council case management platform is built to solve these challenges head on.

Why councils choose Netcall for case management software

Citizen Hub combines built-in case management templates with the flexibility of low-code automation to streamline end-to-end workflows across all local authority services – waste collection, environmental services, blue badge applications, Council Tax enquiries, and more.

Automated case routing and triaging

Automatically assign incoming web forms, emails and phone enquiries directly to the relevant council department and case officer – eliminating manual sorting and bottlenecks.

360-degree citizen view

Maintain a single, complete history of citizen interactions, open cases, document attachments and status updates across every touchpoint – no more fragmented information.

Configurable low-code workflows

Adapt workflows instantly as government regulations change – empowering council staff to update processes without heavy reliance on IT and expensive customisation.

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“There’s a big buzz around the platform, seeing that potential of connecting what are normally quite disparate parts of the organisation. Information is currency – and the rest of the organisation is thinking how they can get the most from this information.”

Phil Quickenden

Head of Customer and Registration Services, Camden Council

Built for public sector governance and speed

Citizen Hub automates case updates and citizen notifications, cutting Average Handling Times and lifting routine admin off your back-office teams. Staff spend less time chasing status updates and more time on the cases that actually need their attention.

Every case is managed within a platform that’s fully GDPR compliant, ISO 27001 accredited and hosted on secure UK cloud infrastructure. Your data governance and security requirements are met from day one, giving IT leads and procurement teams the assurance they need to sign off with confidence.

Inclusive access matters as much as security. Citizen Hub is designed to meet WCAG 2.1 AA accessibility standards, ensuring every resident – regardless of ability – can access council services online.

Meet some of our local authority customers

Connect Citizen Hub to your council’s tech ecosystem

Case management shouldn’t mean another disconnected system to maintain. Netcall’s local authority case management software integrates effortlessly via APIs into your existing line-of-business systems, databases, GIS platforms, payment gateways and document management tools – so case data flows automatically instead of being re-keyed by hand.

Cases can pull address and property data straight from your GIS, trigger payments without staff switching systems and attach documents directly to the right record, all while staying in sync with the core databases your council already relies on. The result is a single, connected view of every case, without ripping out the systems you’ve already invested in.

FAQs about our local authority case management software

Local authority case management software is a platform that lets council teams log, track and resolve resident requests from a single system, rather than juggling emails, phone calls and spreadsheets across departments. Citizen Hub’s case management tools cover services from waste collection and blue badge applications to Council Tax enquiries, automatically routing each case to the right officer and keeping a full history of every interaction.

Citizen Hub connects via APIs to the line-of-business systems, GIS platforms, payment gateways and document management tools your council already uses, so case data flows automatically instead of being re-keyed by hand. That means a case can pull address details straight from your GIS, trigger a payment, and attach documents to the right record – all without staff switching between systems.

Yes. Citizen Hub is fully GDPR compliant, ISO 27001 accredited and hosted on secure UK cloud infrastructure, giving IT and procurement teams the assurances they need to sign off with confidence. It’s also built to meet WCAG 2.1 AA accessibility standards, so services are usable by every resident regardless of ability.

Citizen Hub is built on low-code technology, so workflows can be updated as regulations or service needs change without heavy reliance on IT or costly supplier customisation. This gives council staff the flexibility to adapt processes themselves while keeping governance and oversight where it belongs.

Ready to transform your council’s case management?

Streamline workflows, eliminate admin bottlenecks, and deliver the fast, reliable service your local community expects. Powered as part of Citizen Hub, our purpose-built case management software gives local government teams the flexibility and efficiency they need to resolve cases faster.

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