Lagan heaven for East Devon

Over in the United Kingdom’s efforts to get CRM up-to-date all over the island, East Devon District Council has signed a new contract with supplier Lagan for a new call-handling system. The system is designed to create a single point of enquiry for its citizens and an integrated view of all previously disparate information required to respond to and resolve all public services.

East Devon service centres field approximately 3,000 calls a day and the council’s vision is to “resolve eighty percent of all citizen enquiries on first contact and for the CSC to become our customers’ advocate when dealing with our service providers.” This contract represents what East Devon officials are saying is a key part of the council’s e-government initiative.

April saw the first phase of the Lagan implementation went go live with features for East Devon’s Recycling and Refuse service. With the announcement, the council reiterated plans for the full system to be complete and go live across all its divisions by October. The latest CRM solution roll-out comes is part of a four-year IT systems overhaul which has resulted in East Devon District Council replacing all of its legacy back-office systems.

Lagan was established in 1994 as a spin-off from Queen’s University Belfast, with backing from QUBIS Ltd. Lagan specializes in CRM solutions, principally for government. The firm has recently received kudos with its appearance in the Deloitte Fast 50 for four successive years and a listing in the Sunday Times ARM Tech Track 100 as one of the UK’s fastest growing technology companies.