The project aims to increase the intensity of collaboration around Customer Relationship Management across Scottish local government and deliver demonstrable improvements in customer and organisation outcomes. The project allows for sharing of development and expertise; sharing knowledge, standards and processes and saving costs that can be used to improve customer service.

East Renfrewshire was one of the first councils in Scotland to implement a CRM solution, in 2000. Last year, the council undertook a strategic appraisal of its customer access options and identified key customer service improvements that could be achieved through joining the National CRM Project and adopting Lagan's Enterprise Case Management solution. In addition to these improvements, the council recognised that the Lagan solution offered a more flexible solution that would support its long-term service transformation ambitions. The Framework Agreement that the Improvement Service had negotiated with Lagan also demonstrated a compelling business case for adopting the Lagan ECM solution.

East Renfrewshire is looking forward to the additional functionality that Lagan's ECM solution will bring. Council Leader Jim Fletcher says, ‘'The new solution will enable us to raise the quality of response to enquiries to an unparalleled level. We have a diverse, multi-cultural population here in East Renfrewshire, and are passionate about making our services accessible to everyone. We are a progressive council, and recently launched what we believe is Scotland's first council e-magazine. The Lagan ECM solution will ensure we can serve our residents faster, more efficiently and more consistently.''

East Renfrewshire joins 11 other councils, including lead council West Lothian, in benefiting from the Improvement Service's Framework Agreement which is open to all Scottish councils. Linda Wilson, Customer Service Manager explains, ‘'In procuring Lagan's Enterprise Case Management solution, we were able to tap into the experience of other councils in Scotland who were already working with the system. This saved an enormous amount of time and effort, and gave us strong reassurance that the decision would meet our customers' needs effectively.''