iCasework
iCasework (now Civica Case Management) provides a cloud-based, modular case management platform for UK regulated organizations in government, healthcare, financial services, and insurance, with pre-built compliance templates and no-code configuration.
- Company typePrivate
- Founded1998
- HeadquartersLondon, United Kingdom
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What iCasework does
iCasework is a UK-based case management software platform founded in 1998 and now operating as Civica Case Management following its acquisition by Civica, a privately-held UK software group. The product is a cloud-based, modular, highly configurable system purpose-built for regulated organizations rather than as a generic CRM. It serves customers across UK local government, NHS and private healthcare, central government and defence, financial services, and insurance — segments where statutory and regulatory obligations (FCA DISP, GDPR, FOI, SAR) drive case-handling requirements.
The platform is organized into three integrated modules: a Case Management module handling intake, assignment, and self-service; a Workflows module delivering SLA management, automated routing, correspondence, compliance templates, investigations, and document management; and a Reporting module providing quality assurance, real-time analytics, and customer feedback. Underlying differentiators include no-code configuration, pre-built regulatory templates, and standard plus custom integrations with identity, email, document, and CRM systems. Documented customer outcomes include a compliance improvement from 26% to 98% at Aneurin Bevan University Health Board and a 50% reduction in staff onboarding time at Admiral Insurance.
The business operates an enterprise go-to-market: direct sales with quote-based pricing, a 'Book a demo' funnel, implementation and configuration services bundled with subscription licensing, and multi-channel content marketing targeting regulated industries. Geographic focus is the United Kingdom, with no disclosed international expansion. No public revenue, headcount, pricing, or funding disclosures are available; the company sits within Civica's broader regulated-industries software portfolio.
iCasework firmographics
Firmographics- Name
- iCasework
- Legal name
- Civica
- Website
- https://icasework.com
- Company type
- Private
- Founded year
- 1998
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- iCasework (now Civica Case Management) provides a cloud-based, modular case management platform for UK regulated organizations in government, healthcare, financial services, and insurance, with pre-built compliance templates and no-code configuration.
- Ownership category
- akta.pro rank
iCasework industry classification
Industry- Product category
- Case Management Software
- SIC
- Services-Prepackaged Software (7372)
- akta.pro primary industry
- IT Governance, Risk & Compliance (IT GRC) Platforms (HDAEALAK)
Keywords
Where iCasework is headquartered
LocationHeadquarters
- HQ city
- London
- HQ country
- United Kingdom
- HQ region
- Europe
Offices1 record
Markets served
iCasework business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Infrastructure, Operations
Revenue model
- Software Subscription: Cloud-based case management software sold as configurable modules to regulated organizations. Revenue derived from subscription licensing with implementation and configuration services.
- Professional Services: Implementation, configuration, and support services to help organizations adopt and customize the platform for their specific regulatory requirements.
Go-to-market motion1 record
Distribution channels2 records
Marketing channels7 records
iCasework product offering
Product offeringCore offering
iCasework, operating as Civica Case Management, is a modular, cloud-based, highly configurable case management platform purpose-built for regulated organisations. It enables multi-channel case intake, automated assignment, workflow and SLA management, compliance template handling for FOI/SAR/GDPR/FCA DISP, investigations, document management, quality assurance, and real-time analytics across complaints, information governance, safeguarding, social care, and member enquiries.
Product overview
Civica Case Management is a unified, modular platform powered by the award-winning iCasework system. The core offering consists of three integrated modules: the Case Management module (for case intake, logging, assignment, and customer self-service portal), the Workflows module (for automated workflows, SLA management, correspondence, compliance templates, investigations, and document management), and the Reporting module (for quality assurance, real-time analytics, and customer feedback). The platform also offers multiple sector-specific use cases including Complaints Management, Data Privacy and Data Security, Employee Relations, Legal Case Management, FOI Request Handling, Coroners Case Management, Mortuaries Case Management, and Section 75s & Chargebacks — all built on the same configurable, cloud-based infrastructure.
Differentiator
Problem solved
Functional benefit
Products and services
- Civica Case Management (iCasework platform) A modular, cloud-based, highly configurable case management system that streamlines case handling workflows, automates compliance, and delivers actionable insights for regulated organisations across complaints, FOI/SAR, information governance, safeguarding, social care, member enquiries, and regulated financial complaints.
- Civica Complaints Management A use case specialisation of Civica Case Management designed to ensure every complaint is logged, assigned and handled within SLAs, with configurable compliance templates and automated workflows tailored to FCA DISP and statutory complaint handling.
- Civica Data Privacy and Data Security
- Case Management for Employee Relations
- Legal Case Management
- Civica Information Governance - FOI Request Handling Software
- Coroners Case Management System
- Mortuaries Case Management Software
- Civica Section 75s & Chargebacks
Quantifiable outcome
- Compliance improvement from 26% to 98% at Aneurin Bevan University Health Board
- +2 more outcomes
Companies that use iCasework
Customer profileNamed customers7 records
Segments5 records
Ideal customer profiles5 records
iCasework technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature12 records
iCasework partnerships and signals
Strategic signalScale indicators2 records
Recent moves1 record
Expansion highlights3 records
iCasework competitors and assessment
Company assessmentBroad incumbents
- ServiceNow: ServiceNow's Customer Service Management and GRC suites offer enterprise-grade case management at massive scale with embedded AI. It competes broadly with iCasework across regulated, multi-step casework, especially in government and financial services.
- Microsoft Dynamics 365 Customer Service: Microsoft's Dynamics 365 Customer Service offers case management tightly integrated with the Microsoft 365 stack and Copilot AI. It is commonly evaluated by UK public sector and enterprise buyers alongside Civica Case Management.
- NICE (NICE inContact): NICE offers customer service and case management solutions with embedded analytics, voice, and AI, commonly deployed in regulated financial services and insurance environments that overlap with iCasework's core verticals.
- Salesforce (Service Cloud): Salesforce Service Cloud delivers case management, workflow automation, and increasingly AI-driven service capabilities. It is a common alternative to iCasework for enterprise complaint, FOI, and customer case workflows.
Emerging players
- Verint: Verint provides case management, quality assurance, and customer feedback analytics — overlapping directly with iCasework's Reporting module and regulated customer feedback workflows.
- NAVEX Global: NAVEX Global offers GRC and ethics-and-compliance case management for regulated organisations, overlapping with iCasework's regulatory casework focus in compliance, whistleblower, and information governance scenarios.
- Onit: Onit provides enterprise legal and contract case management workflows, overlapping with iCasework's Legal Case Management and Investigations use cases for regulated in-house legal teams.
Direct peers
- Resolver: Resolver is a complaint management platform focused on regulated industries and consumer-facing complaint handling, directly overlapping with iCasework's complaints and FOI/SAR use cases.
- Pegasystems: Pega provides a low-code case management platform widely used in regulated industries (banking, insurance, healthcare, government), directly competing with iCasework on workflow automation, SLA management, and compliance-driven casework.
- Zendesk: Zendesk provides a cloud-based case and ticket management platform with workflow automation and AI agents. It is frequently evaluated against iCasework for complaint handling and customer service casework.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat3 records
Key risks6 records
Key highlights6 records
Customer concentration
iCasework social profiles
Digital presenceiCasework financial estimates
Financial estimateRevenue estimate
Valuation estimate
iCasework leadership team
Management profileNumber of profiles
iCasework funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
iCasework M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about iCasework
What does iCasework do?
iCasework, operating as Civica Case Management, is a modular, cloud-based, highly configurable case management platform purpose-built for regulated organisations. It enables multi-channel case intake, automated assignment, workflow and SLA management, compliance template handling for FOI/SAR/GDPR/FCA DISP, investigations, document management, quality assurance, and real-time analytics across complaints, information governance, safeguarding, social care, and member enquiries.
Is iCasework a public or private company?
iCasework is a private company. It is classified as corporate owned and is currently operating.
When was iCasework founded?
iCasework was founded in 1998. It employs 11 to 50 people.
Where is iCasework based?
iCasework is headquartered in London, United Kingdom, in the Europe region.
How does iCasework make money?
Two revenue lines are on record. Software Subscription is the primary driver. The others are professional Services.
Who are iCasework's main competitors?
Broad incumbents on record are ServiceNow, Microsoft Dynamics 365 Customer Service, NICE (NICE inContact) and Salesforce (Service Cloud). Emerging players are Verint, NAVEX Global and Onit. Direct peers are Resolver, Pegasystems and Zendesk.
Does iCasework have an API?
No public API is recorded for iCasework.
What industry is iCasework in?
iCasework's product category is Case Management Software. Its primary akta.pro industry code is HDAEALAK, IT Governance, Risk & Compliance (IT GRC) Platforms. Its SIC code is 7372.