The Lagan solution will improve the Council's service delivery capability and provide a more efficient and effective service to residents. Front line operators will have reliable and up-to-date customer and service information at their fingertips, enabling them to respond to citizen's enquires and requests, quickly, efficiently and consistently. The solution will enable them to respond to a wide range of questions, drawing on specialist knowledge where necessary. This will ensure that citizens receive the same seamless service whether they access the Council by email, phone, the website, in writing or face-to-face.

The National CRM Project will offer the council significant benefits that will enable the council to tap into a pool of resources, knowledge and experience shared by all councils collaborating in the project with the added support of a national coordinator to ensure that Western Isles Council applies the best practise captured through other projects.

Councillor Morag Munro representing the interest of customers on the project board, says, ‘' By electing to join the National CRM project, we are benefiting from the experience of other councils in the scheme which will make deployment faster and smoother. We have been able to capitalise on the agreement's Best Value solution and access a very attractive offer that would not have been available to us individually. I welcome this key development which will strengthen our ability to serve our customers."

The partnership between the Improvement Service, Scottish councils and Lagan expects the project to allow for sharing of development and expertise; sharing knowledge, standards and processes and saving costs that can be used to improve customer service.