Resource Library

Lagan is the leading supplier of innovative, cost-effective enterprise case management (ECM) solutions to government organizations worldwide. Its product family includes dedicated solutions for customer relationship management (CRM), 311 and human services. Learn more today by downloading information from our Resource Library. You will need Adobe Acrobat Reader to access files in the library. If you do not have this application installed on your computer, click here to download it for free.

Corporate

• Lagan Corporate Overview  - Lagan is the leading provider of Enterprise Case Management software solutions specifically designed for government.  Learn more about the company and product offerings.
• Lagan 311 Solution Overview  - Developed by a team that understands the complexities of government service delivery, Lagan 311 has become the defacto standard non-emergency call center solution for state and local agencies in the US.  Typical implementations are measured in weeks – less than half the time of other solutions.
• Lagan Human Services Solution Overview   - Lagan Human Services is the only true Enterprise Case Management solution available today for integrated case management and eligibility and is the choice for governments seeking a low-risk solution that delivers real value in record time. 
• Lagan Human Services Call Center Brochure   - Health and human services agencies have been seeking ways to work smarter and cheaper while managing large caseloads.  Many have begun to discover that the immediate solution can be reached by opening call centers or customer care centers.
• Lagan Opportunity Brochure  - Discover a culture that empowers you to do your best and rewards your achievements. Learn more about Lagan, the leader in enterprise case management solutions for the public sector, and employment opportunities.
• Lagan Services Overview   - With deep expertise in human social services, government agency experience, and technical integration know-how, Lagan’s team of experts provide you with a full breadth of services to ensure your success.  
• Lagan Single View of Client Brochure  - Lagan Single View of Client (Lagan SVC™) enables complex provider organizations to achieve a truly unified view of client data distributed across multiple computing resources.
• Customer Training Brochure  -  Lagan offers a range of courses on Lagan 311 (formerly Frontlink) delivered by highly motivated and experienced trainers.

Product Sheets

• Human Services Product Sheet  - A genuinely knowledge-enabled system, Lagan Human Services is based on core Service-oriented Architecture (SOA) principles and set of robust building blocks that can be modified or expanded by agency staff as needs arise.

Vision Papers / Topic Briefs (request papers via email)

• Enterprise Case Management (ECM)  
• Lagan ServiceFlow™ 
• Lagan Service-Oriented Architecture (SOA) Overview 
• Legacy Systems Replacement 
• Knowledge-Enabled Software 
• The Case for the Virtual Front Office 

Analyst Reports

• Butler Group Technology Audit: Lagan Enterprise Case Management 7.0  - Butler Group conducts a technology audit on how Lagan is "fit for purpose" with a development roadmap that is reported to increase its suitability for enabling service delivery with government organizations.
• The Forrester Wave: Enterprise Frameworks, Q3 2006  - Forrester Research takes a close look at Human and Social Services Enterprise Frameworks, evaluating the leading providers against 93 criteria

Video Case Studies

• Blackpool Council Video Case Study 
• Hounslow Homes Video Case Study Part -I 
• Hounslow Homes Video Case Study Part - II 
• Hounslow Homes Video Case Study Part III  
• Minneapolis Video Case Study  - The City of Minneapolis showcases its state-of-the-art 311 Non-Emergency Call Center with perspective from Call Center Director, Don Stickney. 
• Newcastle City Council Video Case Study  
• SEEDCO Video Case Study - BBC Newsline  Lagan has teamed-up with Structured Employment Economic Development Corporation (Seedco) to enable benefits administration for New York City’s Opportunity NYC Conditional Cash Transfer (CCT) program.  BBC Newsline Reports on December 12, 2007.
• Transport for London (TfL) Video Case Study - Parts I & II:
  "Implementing an HR Shared Services Strategy" - Part 1 
  "Implementation Project" - Part 2  

Case Studies

• Argyll and Bute Council Case Study   - Argyll and Bute Council has implemented a series of initiatives that count as firsts in Scotland, and has emerged as a benchmark council for others.
• Blackpool Case Study  - Blackpool Council transforms services, improves productivity and reduces costs with Lagan ECM software solutions. 
• Coventry City Council Case Study  - Coventry City Council is using mobile technology under Lagan's Enterprise Case Management solution to reduce the time taken to report fly-tipping from over 30 hours to just 2.5 minutes
• East Dunbartonshire Council Case Study  - East Dunbartonshire Council is leading the way in meeting the Scottish Executive’s Modernising Agenda. The Council is transforming the quality of customer service and reaping significant productivity improvements.
• Eastleigh Borough Council Case Study  - Eastleigh Borough Council has shown itself to be forward-thinking in implementing a BI solution.
• Exeter City Council Case Study   - Exeter City Council is improving access channels for citizens. As part of its service transformation, it has adopted an Enterprise Case Management solution from Lagan which has resulted in a 70% cut in average waiting times in the council’s customer service center, and 94% of face-to-face inquiries being resolved at first point of contact.
• Hampton Case Study  - The City of Hampton, VA selects Lagan 311 to power their 311 non-emergency call center. 
• Hampton Disaster Preparedness Case Study  - With Lagan 311 the City of Hampton, VA continues to raise the bar for 311 call centers, demonstrating the vital role these non-emergency call centers can play for emergency response and disaster preparedness. 
• Hounslow Homes Case Study  - Hounslow Homes, a UK housing organization, implements Lagan ECM software solutions integrated with its back office housing application to support CRM and case management. 
• Los Angeles County Case Study   - Los Angeles County Department of Public Social Services taps Lagan Human Services for their centralized customer service call center.
• Minneapolis Case Study  - The City of Minneapolis selects Lagan 311 for 311 non-emergency call center and case management support across all of the City’s 16 departments.
• Minneapolis I-35W Bridge Collapse Case Study  - On August 1, 2007, the City of Minneapolis leveraged its 311 call center to help respond to one of the City's worst tragedies.
• Surrey Heath Case Study  - Surrey Heath District Council confirms how Lagan CRM and Case Management software is improving public sector service delivery while enabling ongoing, long term cost savings. 
• Tennessee Department of Human Services Case Study   - The State of Tennessee Department of Human Services (DHS) runs Lagan Human Services in its Adult Protective Services Division (APS).
• Transport for London Case Study  - Transport for London implements Lagan case management software to support integrated human resource shared service delivery. 
• West Sussex Accessible Services Partnership Case Study  - West Sussex Accessible Services Partnership, in a unique partnership between 25 Government agencies, is breaking new ground by using Lagan's CRM and case management solution to underpin the development of a seamless information service for citizens across the region. 
• York City Council Case Study  - City of York Council went live with its first self-service initiatives in July 2007, mainly covering street services. This has now been extended to 22 services via e-forms on the council's website with more in the planning.