Regional and central government has come a long way in enhancing the services it delivers to the public but it now faces new challenges to become more efficient, make its services more ‘citizen-centric’ and facilitate ‘joined-up’ working among departments and agencies. These challenges have been clearly set out in the Cabinet Office paper on Transformational Government (Nov 2005), Sir David Varney’s report on Service Transformation (Dec 2006) and the Service Transformation Agreement which underpins the government’s CSR07 plans (Oct 2007).
Lagan Enterprise Case ManagementTM (ECMTM) offers a new breed of software to meet these challenges 
and accelerate, simplify and de-risk this next phase of government transformation. Lagan ECM has a rich set of reconfigurable business processes which provides a platform for Lagan, its partners and customers to build, through configuration, specific case management solutions for government departments. Multiple solutions can be implemented within a department, or alternatively widely different case management functions can be supported across government.
Lagan ECM enables government to adopt a modular, configurable approach to deployment allowing phased migration of legacy systems, avoiding a high risk ‘big bang’ approach. Lagan ECM is scalable - the Los Angeles County Department of Public Social Services, which serves more than 10 million people, is implementing Lagan ECM for its 8,000 caseworkers and 600 contact centre specialists. Lagan ECM is based on a flexible Service-Oriented Architecture (SOA) and has been accredited against the e-Government interoperability framework (eGIF). Lagan is an approved Government Gateway Alliance Programme partner and an OGC-approved supplier under the Catalist Specialist Solutions framework.
Lagan contact centre and case management solutions are already being used by government departments and agencies to enhance citizen access to services and improve the management of cases (some of which can be highly complex). For example:
In Northern Ireland – which has a comparable structure to UK central government – Lagan ECM is being used in a variety of areas including the citizen interaction centre, e-Government Unit internet shared service solution and the Criminal Records Bureau.
The Scottish Executive and the Scottish Improvement Agency, the body responsible for improving the efficiency, quality and accountability of public services in Scotland, has contracted with Lagan to help deliver its strategic Customer First programme.
A number of regional development agencies, including the London Development Agency and Invest Northern Ireland, are using Lagan ECM to manage their case workloads.
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