19th June 2025
Civica Income Management’s MidCall solution helps Worcestershire County Council recover £2.5 million and boost financial resilience
Worcestershire County Council (WCC), a top-tier local authority serving over 600,000 citizens, faced rising financial pressures and increasing demand for services. To drive efficiency, break down silos and deliver meaningful savings, WCC implemented Civica Income Management’s MidCall solution as part of a wider organisational redesign.
MidCall has helped the Council build financial resilience by streamlining telephone payments, supporting remote-working staff and ensuring PCI DSS Level 1 compliance. With its people-centric approach, the solution simplifies the entire payment process, enabling the Council to recover significant outstanding debt in a secure and efficient way.
Key outcomes
£2.5M in outstanding debt recovered, improving financial resilience
Human-centric payment process, enhancing citizen engagement
Streamlined operations, boosting efficiency and productivity
Paul Childs
Head of Application
Support for Business Services, WCC
MidCall was the ideal solution to enable staff to take payments over the telephone in a compliant manner, protecting them and our citizens. Since implementing the software, we’ve enhanced staff productivity and efficiency, but more importantly, we’ve recovered more than £2.5 million in outstanding debt.