eCase
eCase is a paid web and API service from Fivium Limited for UK public sector organisations handling complaints and other correspondence.
What eCase is
eCase is a paid web and API service from Fivium Limited for UK public sector organisations handling complaints and other correspondence. It covers Freedom of Information requests, Subject Access Requests, parliamentary questions, ministerial correspondence, and statutory complaints. Complaint work can be logged, processed, reassigned, prioritised, and tracked with timelines and audit trails, while built-in approvals route cases through workflows. Web forms capture incoming correspondence for logging, triage, and assignment. Live dashboards and reports show progress and help reveal patterns or bottlenecks. eCase Sync connects Microsoft Office and Google Docs for document uploads and version control, and Secure Share sends responses and files through a secure gateway. The service offers workflow automation, omnichannel intake, investigation tools, advanced reporting, and SLA tracking. eCase states that UK government-approved datacentres store encrypted data, with TLS 1.2 in transit.
Good
- Handles complaints, FOI, SAR, and correspondence cases
- Reassigns, prioritises, and tracks cases with audit trails
- Web forms support logging, triage, and assignment
- Live dashboards show progress and bottlenecks
- Offers role-based access, SSO, and IP whitelisting
Watch out
- Paid service with pricing amount not listed
- Emails sent through eCase are not encrypted
- Available on web and API platforms only
Who it suits
eCase suits UK public sector teams managing complaints, FOI and SAR requests, and related correspondence. It is designed for organisations needing routed workflows, audit trails, reporting, and controlled access.
Verdict
eCase combines complaint handling, correspondence workflows, intake forms, reporting, and secure file sharing for UK public sector use. Organisations should account for its email encryption limitation and configuration-dependent pricing.
Plans and prices
From eCase's own pricing page, checked 8 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| eCase | Priced on request | UK public sector organisations · configuration options include network, case volume, tenancy, and organisation support · Pay-per-use; pricing amount not stated |
The facts
Each one read from eCase's own pages, with the date it was checked.
What it does
- Case workflow
- Complaint cases can be reassigned between teams or individuals, prioritised, tracked with a timeline and audit trail, and routed through built-in approvals.checked 8 Oct 2026
- Certifications
- Fivium says it has attained ISO 9001, ISO 14001, ISO 27001, and Cyber Essentials Plus certifications.checked 8 Oct 2026
- Complaint handling
- The complaints service supports logging, processing, managing, and responding to complaint types, including statutory complaints.checked 8 Oct 2026
- Email limitation
- The privacy policy says emails sent through eCase are not encrypted, and users are responsible for sending information in line with their organisation's information assurance policy.checked 8 Oct 2026
- Hosting and encryption
- eCase states that data is stored in UK government-approved datacentres, encrypted at rest, and encrypted in transit using TLS 1.2.checked 8 Oct 2026
- Integrations
- eCase Sync integrates with Microsoft Office and Google Docs to upload saved documents and manage version control.checked 8 Oct 2026
- Provider
- eCase is a software service provided by Fivium Limited.checked 8 Oct 2026
- Purpose
- eCase manages complaints and other correspondence cases for UK public sector organisations, including FOI, SAR, parliamentary questions, and ministerial correspondence.checked 8 Oct 2026
- Reporting
- Live dashboards and reports show case progress and help identify patterns and bottlenecks.checked 8 Oct 2026
- Request capture
- Web forms can capture correspondence and automatically support logging, triaging, and assignment.checked 8 Oct 2026
- Secure sharing
- Secure Share lets organisations send responses and files to customers through a secure gateway.checked 8 Oct 2026
- Security controls
- The service supports role-based access, single sign-on, and IP whitelisting, and says it follows UK government security standards and implements the NCSC's 14 Cloud Security Principles.checked 8 Oct 2026
- Support and service
- The eCase Experience Group provides delivery guidance, onboarding, training, reviews, and an annual value report.checked 8 Oct 2026
- Workflow automation
- Yeschecked 20 Sep 2026
The company
- Headquarters
- London, United Kingdomchecked 28 Sep 2026
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