Lagan’s solutions have been designed to embrace the specific requirements of local government and fully support the Local Government White Paper strategy. Lagan is the leading provider of Enterprise Case ManagementTM (ECMTM) and Customer Relationship Management (CRM) solutions to local governments worldwide. In the UK, over 100 local authorities use Lagan ECM and the needs of over 20 million UK citizens are supported by our solutions. In North America, Lagan is the fastest growing provider of Non-Emergency Number 311 solutions to local government.
Lagan Enterprise Case Management (ECM) not only manages the interactions between the local authority and its citizens, it also supports the entire end to end processes of all local government service delivery functions. This could be as simple as the removal of an abandoned car or as complex as managing ongoing multi-disciplinary support for an elderly person with mental health problems and occupational therapy needs. Typical service lines supported in local authorities include customer services, revenues and benefits, housing, environmental services, education, leisure, social services and many more.
Lagan ECM offers in-depth front and back office integration - we have integrated to 300 third party systems to date and offer a range of fully supported adapters for the leading local government back office systems. Lagan ECM has a flexible Service-Oriented Architecture (SOA) design and includes a powerful Business Intelligence module to manage service performance.
The benefits that Lagan has already delivered to local government are substantial. For example, the West Sussex Accessible Services Partnership, a unique combination of seven borough and district councils, Sussex Police and the NHS, is using Lagan ECM to deliver a seamless information service to West Sussex’s 750,000 citizens. The partnership is resolving over 95% of citizen enquiries first time, with over 2,000 enquiries handled per day across the partnership's 18 Help Points and Call Centre. Other examples include:
Argyle & Bute - £195,000 annual efficiency savings
Chichester - 52 hours/week back office time saved
Coventry - fly tipping services down from 30 hours to 2.5 minutes
East Dunbartonshire - 40% call reduction to waste management service
East Herts - 15% reduction in calls to Revs & Bens back office
Newcastle - 50% reduction in staff training time
Sevenoaks - £100,000 savings due to process improvements
Southend - 20% increase in call handling capacity
Stockport - 70% reduction in email processing time
York - £378,000 annual savings from phase 1 deployment
Click here to download Local Government case studies from the collateral library. Click here to go to Lagan Solutions Overview.