Glasgow Housing Association (GHA), Europe's largest social landlord with some 73,000 properties, has implemented the first phase of its Customer Access strategy using Lagan's Enterprise Case Management^TM (ECM) solution. This will help the housing association create a consistent, customer centric experience for tenants and landlords. Access to all of Glasgow Housing Association's services will be better and more efficient as the organisation works to add hundreds of properties to its already extensive housing stock.

The GHA solution builds on the success of Customer First partnership between the Scottish Government and Scottish local government which underpins the national CRM programme; as well as a number of other national initiatives. The Improvement Service led a national CRM procurement in 2007 following an extremely thorough selection process that was completed in record time. This procurement has resulted in a Lagan CRM framework contract which is managed by the Improvement Service and West Lothian Council; essentially, making Lagan the preferred solutions supplier to Scottish Local Authorities. The success of this framework has been publicly recognised by the Scottish Government as an exemplary Shared Services project, demonstrating best value for money and best practise for the Scottish Public Sector. The National CRM programme is supported by a National Coordinator whose role is to ensure the sharing of Knowledge and Best Practice across all Scottish Local Authorities. Martin Brown, Head of Customer Relationship Management at the Improvement Service comments, "we are delighted to see other organisations adopting the same solution already in use by 12 Local Authorities, a number that we expect to increase over the coming year; this can only help to provide a better standard of joined up service to the residents of Scotland." Over one third of people in Scotland are benefiting from the improved customer management and service delivery that the Lagan ECM product offers.