GovMetric CaseTracker vs SwiftCase Complaints Management
GovMetric CaseTracker
govmetric.comSwiftCase Complaints Management
swiftcase.co.ukSide by side
| Figure | GovMetric CaseTracker | SwiftCase Complaints Management |
|---|---|---|
| Price from | £1,125/mo | £650/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 6 | 6 |
| Spec score · Complaint Management Software | 8.2 (#4) | 7.1 (#17) |
| Headquarters | Oakham, Rutland, UK | United Kingdom |
| Implementation | The maker says most councils go live within 8–12 weeks with a dedicated project manager, configuration workshops and training. | The complaints page says most implementations go live within 4–6 weeks and include workflow setup, user training, and migration of open complaints. |
| Integrations | CaseTracker offers REST APIs and connectors for CRM, contact centre and BI platforms. | The maker lists pre-built integrations including Xero, Office 365, Slack, Microsoft Teams, Gmail, Dropbox, Google Drive, HubSpot, Sage, Twilio, Mailchimp, and DocuSign, and says it can connect to REST APIs. |
| Purpose | CaseTracker manages complaints, enquiries and other workflow-based cases for UK councils, housing providers and public services. | SwiftCase tracks complaints from acknowledgement to final response with automated DISP deadlines, root cause analysis, and regulatory reporting for UK financial services. |
| Security | 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. | SwiftCase states that it is Cyber Essentials certified, uses UK data centres, encrypts stored data with AES-256 and connections with TLS 1.2+, and provides role-based access controls and audit logging. |
| Support | After launch, clients receive dedicated account management, service desk support, training refreshers and ongoing system updates. | All pricing plans include dedicated onboarding and configuration support; the pricing page also lists UK-based support, with plan-specific support options including email, priority email, phone, and optional 24/7 support. |
Plans
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
SwiftCase Complaints Management
- Starter£650 a month
- Standard£1,400 a month
- Core£3,200 a month
- Growth£8,500 a month
- Scale£11,200 a month
- Enterprise£17,550 a month
In their own words
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.
SwiftCase Complaints Management
SwiftCase Complaints Management has no write-up on Specifiction yet; its figures are above.