| Glasgow Housing Association builds on the success of Customer First and the National CRM Project |
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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 ManagementTM (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. The GHA project takes to five the number of housing associations benefiting from Lagan's Enterprise Case Management solution. Martin Armstrong, Executive Director of Housing and Customer Services with Glasgow Housing Association, is excited about the changes the solution will make to the way the organisation operates: ''The needs of our tenants is our primary focus. The Lagan solution will enable us to offer our customers greater choices, better access to information and more efficient delivery of services, enabling us to keep our promises to them, eliminate duplication of effort, ensure issues are dealt with efficiently and quickly; ultimately, it will also lead to significant cost savings. We have a number of challenges ahead but are confident that we can meet them with this the Lagan solution in place. GHA is a dynamic organisation and we are confident that as an agile partner, Lagan can help us to meet our demanding deadlines.'' Lagan's social housing Enterprise Case Management solution is designed specifically to help social housing providers (including housing associations, RSLs and ALMOs) improve service delivery. With existing back office systems not necessarily designed with customer service in mind, Lagan Enterprise Case Management focuses on improved ways of providing services through a single user interface with deep integration to back office systems. Customer can contact their housing association how and when they want - and with a holistic view of each case easily accessible, front line staff are able to respond quickly and accurately. Phil Murray, Lagan's Executive Vice President for UK and Europe, explains: "I'm delighted that GHA, the largest Social Housing provider in Europe, has selected Lagan's ECM as the platform on which to execute its 5 year customer access strategy. We believe our partnership affords us jointly the opportunity to make GHA's interactions with its tenants a role model for other Social Housing organisations and also reinforces Lagan's rapid progress to be the leading provider of tenant-facing solutions in this market. Many historical housing solutions are locked into traditional housing services and ignore the many other local services on which tenants depend. As the acknowledged leader in citizen-centric solutions for Local Authorities, we believe we can also play a considerable part in helping GHA join up local services for the housing tenants of Glasgow. Working with Housing Associations such as GHA is a very natural extension to our national CRM partnership with the Scottish local government Improvement Service and Scottish local authorities'' Glasgow Housing Association selected Lagan in part because decision makers within the organisation were so impressed by what the software provider has already achieved in this sector. At Hounslow Homes, for example, the first social housing provider to implement Lagan's Enterprise Case Management solution, customer satisfaction levels have risen to 85%, front office staff numbers have been halved resulting in cost savings of £315,000 annually and the organisation has achieved the Government's top three star rating. Martin Armstrong concludes, ‘'having witnessed the capabilities of the Lagan solution, there was no doubt in our minds that this powerful tool will help us transform the way we operate. Our staff are enthusiastic about the solution going live, and we look forward to positive feedback from our tenants and landlords as a result.'' Source - Lagan, September 2008 |
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