With 13 Scottish councils currently benefiting from the national framework agreement negotiated with Lagan Technologies, a workshop exploring how they can maximise their investments was held in Edinburgh on 19th February 2009.
Working with councils, the Customer First programme negotiated a national agreement for the deployment of Lagan's enterprise caseload management (ECM) system used for managing customer interactions, service and information requests. Currently, up to 1.65 million Scottish citizens' customer interactions can be managed using the same common platform.
Alex Linkston, Chief Executive, West Lothian Council chaired the workshop in his capacity as the National CRM Programme Board's chair and as the lead council's representative.
Representatives from 15 councils attended the workshop focused on:
- Taking stock of achievements
- Exploring challenges encountered
- Considering further opportunities possible
- Identify practical solutions to maximise collaborative working and realise councils' return on investments in the Lagan solution
Delegates came from Scottish councils either using the Lagan solution or engaged with the Improvement Service and Lagan to conclude contracts or in appraising options including whether to adopt the national framework agreement.
The workshop's audience comprised key decision makers involved in leading the execution of their councils' customer access strategies as well project sponsors and project managers involved in procuring and deploying the technology solution to underpin the execution of their council's customer access strategy.
The Workshop discussions focused on three key themes:
-
Capacity Building
- Knowledge Sharing
- Partnership
The workshops identified a number of practical ideas and mechanisms where:
- the partnership with Lagan might be further developed and strengthened to even more positive effect for councils and Lagan
- capacity building might be practically realised
- knowledge sharing around systems implementation and processes might be made more effective.
An action plan setting out how the ideas and suggestions identified at the workshop will be published during March 2009.
The Improvement Service acknowledges the contributions of the workshop delegates.
Further details on the National CRM Project are available Hilary Horton or Martin Brown on 01506 775558. Alternatively, why not register for, find out more and keep informed of progress at the project's Community of Practice (open to all Framework Agreement participants).
