Bracknell takes Lagan

Relationship management systems provider Lagan today announced that Bracknell Forest Borough Council members have signed a contract with the firm for their Frontline Customer Relationship Management system. The system is currently being implemented, and seeks to more efficiently allow council customer services to respond to enquiries from more than 110,000 residents plus “handling enquiries from people who work in the area or are simply passing through.”

Implementation of the Frontline CRM system is part of a £750 million regeneration project across Bracknell (itself part of a greater effort in London and Britain to upgrade municipality CRM) which is planned to result in a central point for all enquiries. Council spokesperson Keith Woodman hopes that “This shared service delivery system will … enable Bracknell Forest Borough Council to track enquiries and react proactively to issues which generate a high volume of calls.”

The first phase of the system is slated for a September 2006 release. Ultimately, said Woodman, the goal is to give citizen self-service access to information on a 24 / 7 basis.