Argyll and Bute Council saves over £765,000 and improves efficiency by implementing Lagan Enterprise Case Management System
Argyll and Bute council first identified the need to improve its handling of customer contacts back in 2004. The project forms a vital element within the council's Best Value Improvement Plan and Corporate Plan, which includes electronic service delivery targets over the next two to three years. Once funding was secured, the council set about an extensive programme to evaluate partners that could provide:
- a common infrastructure across the whole of the area to ensure the council benefited from common
- practices while ensuring consistency of information
- deep integration to back office systems powered by Hyfinity® technology to allow enquiries to be
- resolved at first point of contact with minimal need to pass things through to the back office
- a choice of access channels for citizens, including email, telephone, letter and face-to-face
- self-serve facilities
- integrated telephony technology
- integration of the Lagan ECM system with the authority's council tax system with full integration to the
- revenue and benefits systems that allow Customer Service Centre agents to pre-complete benefit
- application forms to send out to customers for signature and then carry out benefit calculations on-line.
- These provide an indicative benefit entitlement to the customer either on the telephone or
- face-to-face within any of the seven Service Points spread across the Council Area.
- an interface to the Local Land and Property Gazeteer to populate the database
- a way to eliminate duplication of call handling by Corporate Services and Operational Services
- improved payment facilities
- transactional online services underpinned by e-forms.
