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Joey Chan
Senior Channel Infrastructure Manager
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Deputy Director of Contact Center
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Assistant Manager

Case Studies : Blackpool Council

Blackpool Council is making a positive impact on the lives of the customers it serves, particularly those in most need of its help. Underpinning its Customer First programme and full commitment to the Government’s Transformational Agenda, it has placed Customer Relationship Management (CRM) and Case Management technology from Lagan at the center of its strategy.

By adopting a shared service approach to improving frontline service delivery, the council has joined up its customer facing operations and established an integrated service for citizens, businesses, and incidents alike.

As a result, Blackpool Council predicts annual savings of £2 million through process efficiency improvements, and customer satisfaction levels have increased to 99.81%.

Customer First
Blackpool is one of Britain’s largest seaside resorts, attracting over 16 million individual visits each year. In 1998, Blackpool Council took over education and social services from Lancashire County Council following local government reorganisation. It is responsible for 142,000 citizens, 7000 local businesses, and a transient community of seasonal workers who take short-term jobs in many of the town’s hotel, leisure and tourist attractions.

As part of its Customer First and Transformational Government strategy, the Council is rebuilding itself, creating a culture change, and putting the customer at the heart of everything it does. In addition, the Council is implementing a comprehensive strategy to reinvigorate the town and promote Blackpool as one of the UK’s, as well as Europe’s, top leisure locations.

For many years, Blackpool Council’s customer service infrastructure was disjointed and residents contacting the council with a simple inquiry were often frustrated by the difficulties involved in gaining assistance. The lack of integration between departments and systems often left residents trying to contact a department without success, and if they got through, it was often to the wrong one, or they then had to speak to several different departments to deal with one simple issue. There were in fact 400 different phone numbers for departments across the council.

Phil Baron, Assistant Director for ICT and Customer Services, explains, "Our service processes were wasting money, taking too long, and frustrating the public, and we knew we had to do something different."

Blackpool Council committed to improving service provision, and recognised the need to make all services more accessible. The council knew that the answer was an integrated approach.

After an evaluation of suppliers, Blackpool Council chose Lagan’s CRM software to support its new Customer First strategy. The new integrated service went live in August 2004 and now offers a wide range of council services accessible from many different contact points: face to face, phone, email, internet and kiosks.

The Lagan system has been integrated with a wide range of council service systems and is an integral part of the council’s strategy for Customer Data Integration (CDI), corporate workflow and EDRMS.

Transforming And Joining Up the Benefits Service
Unusually, Blackpool opted to tackle the most complex service first: housing and council tax benefit. In fact, it decided to combine the entire benefits portfolio, including education and social care benefits.

"Blackpool Council has leveraged the Lagan technology to completely reengineer our benefits services end to end," explains Elaine Midgeley, Assistant Customer First Manager. "Putting all the customer facing benefits operations under one umbrella has streamlined processes and ensures that each citizen can be assessed just once, rather than multiple times."

Information is recorded in the Lagan system, which is tightly integrated with the main housing and council tax back office systems to enable information verification where required. This information is then shared with the social care and education benefits systems to ensure accuracy and consistency and a single customer benefits record.

Blackpool Council is now in the top quartile for benefits performance across England and Wales, with customer satisfaction levels exceeding 86% in the latest BVPI80 survey.

Extending The Shared Services Model
Having successfully transformed one of the most complex service areas within the council, Blackpool was able to deploy a plethora of other services at the Customer First center. These include council tax and business rates, planning and building control, street scene services, electoral registration, highways and street lighting, permits for skips and scaffolds, car parking, bus passes and parking badges, as well as environmental services and private sector housing.

Customer First is now handling over 1,500 face to face inquiries, 6,000 telephone calls and 150 emails each week. In addition, the team makes 125 home visits each week to deliver services to the elderly and disabled.

At every opportunity, the council has used the integration between Lagan and the service systems to achieve faster flow and reduction of failure demand in the process. Within Waste Services, for example, calls from the public regarding missed bin collections are not only logged in the Lagan system, they are automatically updated with the third party contractor responsible for collections within Blackpool.

"This tight integration of service processes has enabled Waste Services to effectively monitor the contract with the third party," says Midgeley. "As a result, complaints about refuge collection within the town are reducing. Indeed, the council has attained financial benefits in several areas of the deployment." She says, "Integrating customer contact into one point has enabled economies of scale and flow, with staff released to undertake more productive roles in other areas of the authority."

Changing Attitudes
The success and speed of the Lagan deployment has brought a quantifiable change in customer service attitudes across Blackpool Council. According to Midgeley, there is widespread praise for the provision of frontline service at Customer First with departments now able to concentrate on core operational roles – from processing planning applications onwards. Furthermore, the provision of home visits has enabled the council to provide new services – such as delivering information on potential planning applications to those who are house bound.

The Customer First team has reinforced this change in attitude by undertaking a broad training and awareness campaign: Turning the Tide. The team used this campaign to demonstrate the power of integrated systems, specifically in the council’s ability to deliver high quality, joined-up services for customers experiencing a life event – such as change of address or loss of job leading to the need for financial aid.

"The team ran 80 sessions, training 2,500 staff to demonstrate the power of the system," she says. "Blackpool has a highly transient population and the ability to support our citizens effectively during times of change is extremely important."

Future Transformation In Adult Services
Blackpool is not resting on its laurels, however, but continuing to transform other areas of its organization. A recent example of this is the decision to replace the existing Adult Services application with Lagan case management software. The council and Lagan have entered into a partnership to develop a solution to support the council’s practitioners and reduce the costs and increase the efficiency of delivering services to vulnerable adults within Blackpool.

The Lagan system will provide a comprehensive, end-to-end solution for referral, assessment, review, and service commissioning which will improve the quality of service delivered to the adult citizens of Blackpool. This includes providing social workers with a holistic view of all data and a consistent and accurate view of an individual. This is crucial for elderly people, given their uncertain health and the consequences a delay in the provision of services could have for them. The Lagan solution will also create workflow and task reminders to ensure critical steps in the delivery of service are completed, and third party service providers are managed. A comprehensive process audit trail and powerful data security provides a secure environment for sensitive citizen data.

Commenting on the reasons why Blackpool Council chose to adopt the Lagan solution for Adult Services, Phil Baron says, "There is a strong partnership between Blackpool Council and Lagan which began when Blackpool implemented the Lagan CRM solution for our Customer Services organisation three years ago. We have built upon this relationship and have extended our use of Lagan software to deliver our Adult Services case management needs. Lagan’s solution has proven itself to be a very flexible and highly configurable product which delivers real benefits to Blackpool.’’ The incumbent Adult Services application which the Lagan solution replaces required expensive code changes to amend business processes, but now Blackpool can amend processes in-house to match changing business needs, providing greater flexibility and saving money.

The system is based on service line and service process and is aligned to how people need to do their jobs rather than being focused primarily on legislation and the desire of some councils to concentrate entirely on meeting KPI targets. The system is based on dealing with the citizen and enabling it to be easy to use by those who need to use it.

The Lagan solution has put in place a framework that enables innovation and transformation of Blackpool's services so that citizens’ needs come first. Lagan provides a comprehensive, integrated solution which has improved the quality of service for the public of Blackpool and gives the council the confidence to build on this for the future.

About Blackpool Council:
Company LogoBlackpool is Britain’s largest seaside resort. It is responsible for 142,000 citizens, 7000 local businesses, and a transient community of seasonal workers who take short-term jobs in many of the town’s hotel, leisure and tourist attractions.
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About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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Today's Tip of the Day - Team Days

Read today's tip or listen to it on podcast.

Published: Tuesday, September 4, 2007

Printer Friendly Version Printer friendly version

2023 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

Lexico Telecom

We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

Scopserv Integrated Services

The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

About us - in 60 seconds!

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