Lagan Teams Up With Toronto to Power the Largest 311 Non-Emergency Contact Center in Canada

    Now Serving Almost 10% of Canadian Citizens With Growing Customer

    BETHESDA, Md., June 17 /CNW/ -- Lagan, a provider of enterprise case
management (ECM) solutions that streamline the delivery of public services to
constituents, today announced that the City of Toronto, Canada, home to more
than 2.5 million people, will establish a Lagan-powered 311 non-emergency
contact center.  Lagan 311(TM) has been selected as the solution of choice for
Toronto who has identified 311-customer service access as a key milestone to
delivering on its promise of Service Excellence.
    "The City of Toronto views the Lagan 311 implementation as a
comprehensive and all-encompassing approach to deliver the highest quality
service to our citizens," said Steven Wong, Project Director, Information and
Technology Division of Toronto.  "Our new modern core architecture will ensure
that our 311 solution has the flexibility to adapt and grow as Toronto's 311
service expands into the future."
    The City of Toronto, uniquely progressive in its approach to IT, has
modernized and streamlined service processes across operational units in order
to establish an end-to-end fulfillment approach to service.  In order to set
the stage for a more innovative and nimble Toronto Public Service, the City
has increased its emphasis on working together across program areas to deliver
integrated services to its customers.  The City understands that a single 311
access point and integrated multiple channel service delivery model has
far-reaching consequences in that it touches all aspects of organization,
processes, systems and people.
    "We are delighted that Lagan has arrived as the best fit solution for
technology-savvy Toronto and gratified to be part of North America's second
largest 311 non-emergency call center," said Des Speed, CEO of Lagan.  "Lagan
will work in tandem with Toronto to ensure that it delivers on its mission to
transform traditional, operationally driven processes to a 'Customer First'
orientation in service culture, operations and delivery."
    Lagan has teamed with BearingPoint to lead the implementation.  The new
311 Contact Center in Toronto will be the catalyst for consolidation and
reorganization of a number of City call centers since it will provide
first-point-of-contact resolution for at least 70% of the calls now handled by
call centers across various operations and locations of the City.  The new
Contact Center will operate 24 hours a day resulting in more effective and
efficient service provision to the public.
    About Lagan
    Lagan specializes in delivering world-class solutions that effectively
and efficiently connect governments and people.  More than 160 government
agencies on five continents rely on Lagan's innovative, cost-effective
enterprise case management (ECM) solutions for human services, 311
non-emergency call centers, disaster preparedness and integrated case
management and eligibility.  Lagan's award-winning software is the choice for
governments seeking a low-risk solution that delivers real value in record
time. A recipient of the Deloitte Technology Fast 50 Award each of the last
six years in recognition of superior revenue growth, Lagan was founded in
1994, is privately held and employs 250 people worldwide.
    For more information about Lagan, please visit
    Lagan 311 is a trademark of Lagan Technologies, Ltd.

For further information:

For further information: Katie Sieck of Lagan, Inc., +1-202-716-8167,, Web Site:

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