North Ayrshire becomes the 14th Scottish council to standardise on the Lagan solution and the latest to take advantage of the national framework agreement developed by the Improvement Service in partnership with Scottish local government as part of the National CRM Project.
The move enables the council to make cost savings and to offer a real opportunity to improve the level of customer service to the 136,000 citizens and communities it serves.
John Barrett, Assistant Chief Executive for North Ayrshire Council comments, "The Council's existing in-house customer enquiry tracking system had several limitations that hindered future improvements in customer service. Increasing productivity by reducing call handling times and increasing use of on-line services required integration between our in-house solution, back office systems and our website. The adoption of the Lagan solution provides us with a more cost effective approach and means we will be able to enjoy the benefits from the collaborative working between a number of Scottish councils and the Improvement Service. We believe firmly that this decision will directly support the Council's twin aims of increasing efficiency and improving customer service.''
For more information on the national framework agreement, see our National CRM page or contact Martin Brown on 01506 775583 or Hilary Horton on 01506 775585.
