Lagan has over 160 government customers worldwide serving a population of over 37 million people across Europe and North America. We pride ourselves on our commitment to creating and delivering solutions which address real business needs. We focus exclusively on the public sector, providing software solutions to all tiers of government including local, regional, central government and the wider public sector. In addition to providing tangible benefits and a real return on their investment, we have also helped a number of our customers to gain industry recognition including Newcastle (The Association of Public Service Excellence and British Computer Society Awards), Southend-on-Sea (Good Communication Awards) and the West Sussex Accessible Services Partnership (e-Government National Awards) to name but a few. A sample of our customers include:
The Scottish Executive and the Scottish Improvement Agency. The Scottish Improvement Agency, the body responsible for improving the efficiency, quality and accountability of public services in Scotland, has chosen Lagan ECM as its strategic platform to help deliver its Customer First programme.
The Northern Ireland Civil Service. NICS has a comparable structure to the UK’s central government departments. Lagan ECM is being used in a variety of areas including the NICS citizen interaction centre, e-Government Unit internet shared service delivery solution and the NI Criminal Records Bureau.
The West Sussex Accessible Services Partnership. The unique combination of seven borough and district councils, Sussex Police and the NHS, is delivering a seamless information service using Lagan ECM to West Sussex’s 750,000 citizens. The partnership is resolving over 95% of citizen enquiries first time, with 2,000 enquiries being handled per day across its 18 Help Points and Call Centre. To-date, the Partnership has achieved savings of at least £250,000 as a result of deploying Lagan technology, is reducing reporting time by two-thirds every day, or one man-day per week, and in many cases halving the time it takes from logging an enquiry to closing it.
Transport for London (TfL). TfL oversees London’s buses, tubes, river services, Tramlink and DLR. After consolidating the HR services of 19 different businesses, TfL needed to achieve financial savings and to provide an improved HR service to its 160,000 employees, pensioners and contractors. They established a shared service centre and the Lagan solution, which was implemented in less than six months, was set up to support the case management activities of TfL’s 250 HR staff. The Lagan solution was integrated with TfL’s HR back office system from SAP. Cost savings of £8.1 million per annum have resulted and ‘best in class’ service processes have been implemented.
Blackpool Council. Lagan is currently implementing its adult social care case management solution for Blackpool Council, where the system will provide a comprehensive end-to-end solution for referral, assessment, review and service commissioning aimed at improving the quality of services delivered to the adult citizens of Blackpool. Through working with Lagan, Blackpool has already generated cost savings of £500,000, overall service satisfaction levels have reached 86% and its CPA star rating has improved from 2 to 3 stars.
Sanctuary Housing Group (SHG). SHG is one of the largest housing association in the UK, managing over 70,000 units across nine subsidiary companies incorporating Social Housing, Home Care, Care Homes, Key Worker and Student Property Management and Private Rental Property. Lagan is providing a comprehensive solution including integration to SHG’s Northgate back office housing application. Other social housing customers include One Vision Housing (Sefton, Merseyside), Sheffield Homes and Hounslow Homes, who have reduced the workload of their back office staff by 33% through Lagan ECM and Lagan’s Anite housing integration adapter.
Los Angeles County Department of Social Services (US). LA County is the largest county in the US with a population of over 10 million people (greater than 42 of the US states). Lagan ECM software is being rolled out across the enterprise to 8,000 human services caseworkers and 600 contact centre specialists. The solution was implemented in a fraction of the time it would have taken to field a traditional solution - the project took less than six months from contract signature to implementation and rollout.
City of Minneapolis (US). The city has deployed Lagan's 311 solution across all of its 16 departments. The consolidated city call centre provides a centralised location for Minneapolis residents to call regarding any type of city department request, including Public Works, Regulatory Services, Community Planning and Economic Development, Animal Control, Police, Fire and Human Resources. Since the call centre has been up-and-running, the City of Minneapolis has seen an enthusiastic citizen reaction and a dramatic reduction in shadow or "churn" calls – those costly, irritating calls and transfer connections required in order to obtain the solicited information.
To learn more about our customers, click here to go to the collateral library to download Lagan Customer Case Studies.