Swansea Council
Maximising citizen experience and minimising costs
The Client
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.
The Challenge
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 Solution
We worked with Swansea Council to implement Microsoft Dynamics 365 across the organisation. This unified their case management systems, replacing the patchwork of tools with a single, integrated platform. The new system gave the council a clear view of customer interactions across departments, helping teams respond faster and more effectively. It also laid the foundation for proactive service delivery. Issues could be identified and resolved before they escalated.
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The Results
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.
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The Node4 Difference
We didn’t just provide technology, we helped Swansea Council take control of their digital future. By simplifying their systems and enabling smarter service delivery, we supported their mission to serve the community better. Our approach was collaborative, focused, and tailored to their needs. The result? A council that’s more agile, more efficient, and more connected to the people it serves.