Improving the working day for Wrexham’s revenues and benefits team

By integrating NEC Document Management with our revenues and benefits solution, Wrexham’s team can complete key tasks faster and stay secure in the cloud.

Building on a long-term partnership

Wrexham County Borough Council has used NEC Revenues and Benefits since 2007. It renewed the contract in January 2025, and as part of a transformation programme included a series of improvements designed to support its team, strengthen resilience and improve customer service.

The first improvement came just six months later with the implementation of NEC Document Management (NEC DM). Replacing an older system that was no longer fit for purpose, their ambition was to minimise the admin burden on their staff. Income & Support Manager Lisa Case explains:

“Immediately, our staff noticed the difference. NEC Document Management has a modern look and feel and offers phenomenal integration with NEC Revenues and Benefits. Staff can use single sign-on, see the information they need instantly and open documents from within the revenues and benefits system. It makes the processing and indexing of documents much quicker for staff and promotes consistency throughout the team

Improving all aspects of document management

Alongside the core system, Wrexham chose to implement GDPR Connect to automate compliant retention and disposal practices. They also use Office Connect to capture emails received in personal inboxes in Microsoft Outlook and will shortly implement Email Connect to auto-import emails from a central mailbox and create the right tasks.

As well as streamlining ways of working, using NEC DM in our cloud is also helping to improve cybersecurity. The plan was to host both systems in the same datacentre, with NEC DM going first and NEC Revenues and Benefits following in November 2025. We can now optimise both systems in tandem to always keep performance high.

Strong working relationship

With only a six month window to implement NEC DM, both teams worked closely to keep everything on track. As well as weekly meetings and monthly project boards, there was often daily contact at busy times. Lisa explains:

“We had a good rapport and that made it easier to tackle any issues together. The support and training NEC provided was excellent and we matched that effort from our side.

“NEC Document Management has made a huge difference to how we work.
Going live within six months, and with Annual Billing in the middle of it, shows
what you can achieve with great partnership working. Both our teams showed
real dedication and gives me confidence in the next phase of our journey.”

Lisa Case, Income & Support Manager at Wrexham County Borough Council

Looking ahead to more improvements

Now NEC DM is live, Wrexham is now looking to improve online self-service by implementing NEC Citizen Access for Revenues, Benefits and Landlords. It will make customer service more accessible and allow deep automation too, with documents uploaded from a customer’s smartphone indexed and made available in NEC DM immediately. Looking further ahead, the council will be working on even deeper automation around its revenues processes.

See how you can integrate NEC Document Management with your revenues and benefits solutions, get in touch with us today. Or learn more about our Document Management Solutions.