Swansea Council

City & County of Swansea Council is the second largest metropolitan council in Wales, serving over 250,000 residents.

With more than 6,684 employees, the council provides essential services including social care, education, libraries, transport, planning, waste disposal, and leisure facilities. 

In 2016, Swansea Council concluded a decade-long outsourcing contract. What followed was a fragmented IT landscape.

Departments were left using a mix of case management tools that didn’t integrate, varied in usability, and were at different stages of development. This created silos, slowed collaboration, and led to inconsistent service levels. Operational inefficiencies increased costs and made it harder for staff to deliver the quality of service residents deserved.

The transformation was immediate and measurable. Swansea Council saw a 90% reduction in annual licensing costs. Information silos were eliminated, and operations became more consistent and efficient across all departments. Staff were empowered with the right tools, and residents benefited from faster, more responsive services. The council now has the ability to track customer journeys in real time, improving satisfaction and reducing costs.