Civica Complaints Management vs GovMetric CaseTracker
Civica Complaints Management
civica.com
GovMetric CaseTracker
govmetric.comSide by side
| Figure | Civica Complaints Management | GovMetric CaseTracker |
|---|---|---|
| Price from | — | £1,125/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 1 | 6 |
| Spec score · Complaint Management Software | 7.7 (#10) | 8.2 (#4) |
| API | The product provides REST APIs for case updates and queries, and an email API that can scan incoming messages to a chosen mailbox. | The API supports secure submission and extraction of customer and case data, an OData interface and third-party feeds, with OpenAPI and PDF documentation plus a sandbox. |
| Channels | It can capture feedback from channels including web, phone, email and social media. | Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, and citizens can track progress through a secure online portal. |
| Compliance | The datasheet says the platform is accredited under ISO 9001 and ISO 27001. | The product says it is pre-configured for Housing Ombudsman, LGSCO and SPSO complaint handling frameworks, with aligned timers, workflows and reports. |
| Founded | 2001 | 2006 |
| Headquarters | London, United Kingdom | Oakham, Rutland, UK |
| Integrations | Integrations include client and back-office systems, social media, email and telephony, mobile apps, content management, postal delivery, staff directories, single sign-on, document management and calendaring tools. | CaseTracker offers REST APIs and connectors for CRM, contact centre and BI platforms. |
| Platform access | The datasheet describes a fully browser-based responsive design for customers and users on any device. | The service has a browser interface, requires no application installation and is designed for mobile devices. |
| Purpose | The cloud platform helps organisations capture, manage, respond to and report on customer feedback and complaints across their enterprise network. | CaseTracker manages complaints, enquiries and other workflow-based cases for UK councils, housing providers and public services. |
| Reporting | Automated library and custom reports plus real-time keyword alerts help identify problem areas. | It provides regulator reports, dashboards and trend analysis, and case data can be exported or accessed through an API for BI tools such as Power BI and Tableau. |
| Security | The datasheet says the platform uses single-tenant database schemas, data segregation and advanced controls, and can be deployed in different cloud regions for data protection requirements. | The product page states that CaseTracker is ISO 27001 and Cyber Essentials Plus certified and uses AES-256 encryption, multi-factor authentication, and built-in business continuity and disaster recovery. |
| Support | Civica directs support-related queries to its Support Center. | After launch, clients receive dedicated account management, service desk support, training refreshers and ongoing system updates. |
| Workflow | Low-code and no-code workflow tools let organisations configure the solution and update it as needs change. | Customisable multi-stage workflows include automated triage, deadline alerts, reminders and escalation triggers. |
Plans
Civica Complaints Management
- Civica Complaints ManagementPriced on request
GovMetric CaseTracker
- Band A — 1 case type setup£8,750, paid once
- Band B — 1 case type setup£10,500, paid once
- Band A — 1 case type annual licence£13,500 a year
- Band B — 1 case type annual licence£17,500 a year
- Band C — 1 case type setup£19,750, paid once
- Band C — 1 case type annual licence£24,000 a year
In their own words
Civica Complaints Management
Civica Complaints Management is a cloud platform for capturing, managing, responding to and reporting on customer feedback and complaints across an organisation. Feedback can arrive through web, phone, email and social media. Low-code and no-code workflow tools let organisations configure processes and update them as needs change; correspondence tools automate case handling to reduce repetitive work. Reporting includes automated and custom reports, plus real-time keyword alerts intended to help identify problem areas. Integrations span client and back-office systems, social media, email, telephony, mobile apps, content and document management, postal delivery, staff directories, single sign-on and calendaring tools. REST APIs support case updates and queries, while an email API can scan messages sent to a chosen mailbox. A self-service portal can let stakeholders register and manage casework online. The responsive, browser-based interface works across devices. The datasheet describes single-tenant database schemas, data segregation, advanced controls and cloud-region deployment options. It also lists ISO 9001 and ISO 27001 accreditation and redactable audit trails for each case. Pricing is available by enquiry.
GovMetric CaseTracker
GovMetric CaseTracker is a complaints and case management system for UK councils, housing providers and public services. It covers corporate complaints, compliments, comments, statutory social-care complaints, councillor and MP enquiries, coroners’ enquiries and other workflow-based cases. Cases can be logged through web, email, telephone, post, face-to-face contact or mediated e-forms, with a secure portal for citizens to track progress. Workflows include automated triage, configurable stages, templates, deadline alerts and escalation triggers. The system is pre-configured for Housing Ombudsman, LGSCO and SPSO frameworks and offers regulator reporting alongside reports on trends, workload, status, escalation and other case data. Octavia AI can identify service requests, classify complaints, draft acknowledgements and summaries, monitor deadlines and generate regulator reports. CaseTracker is AWS-hosted SaaS, with data stored and processed in the EU/UK (Ireland). Listed annual licence prices are £13,500 a year for Band A, £17,500 a year for Band B and £24,000 a year for Band C, each for one case type and excluding VAT. Pricing is also described as on request.