LACRM (The Local Authority CRM Application)

The LA CRM application was originally implemented in 1998, supporting the first corporate UK Local Authority Contact Centre at the London Borough of Newham (LBN). Today it is a high specification customer management application, available via a strategic partnership between LBN and Belfast City Council's Information Services Belfast (ISB).

LA CRM has been developed by local authorities for local authorities and focuses uniquely upon that requirement. The focus is ensured through on-going development driven by an exclusively local authority User Group. This fully supports a strategy driven by the modernising agenda, social inclusion, performance standards and regional/national initiatives.

LA CRM is designed to enable seamless operation across multiple locations. It facilitates combinations of Call Centres, Contact Centres, One Stop Shops and electronic channels. It necessarily contains the flexible administrative function necessary to manage the complex local authority organisational structures required within such an environment.

LA CRM fully supports the citizen centred local authority model and is a key application in the drive to deliver improving services. The application is deployed over the intranet. It is vendor independent and can be implemented for either SQL Server or Oracle databases. Interfaces (with the exception of the built in LLPG interface) are created to specification and are increasingly based upon XML and via Middleware.

Using the LA CRM Connector it can be easily adapted to suit the processes, procedures and back office solutions of any local authority and will integrate readily with the council's current web architecture.

The result is a highly scalable solution which can be tailored and rolled out to meet the needs of the individual authority.