G-Cloud iii
Lagan Enterprise Service Definition
Detail
Author: Mike Hobson
Mhobson@kana.com
KANA EMEA Headquarters
Concourse II
Queens Road
Queens Island
Belfast BT3 9DT
Tel: 028 9078 8300
Fax: 028 9078 8339
Web: www.kana.com
3 March 2013
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KANA Response Document
Management Summary
This document provides detailed information for three requirements of the ITT:
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Detailed responses to the service definitions for the Enterprise Case Management solution
that Lagan is proposing for the G-Cloud Procurement Vehicle per requirement Q-D1 in the
ITT spreadsheet.
Details to support ALL questions Lagan is responding to in the ITT per the requirement in QG5.
Pricing
Enterprise Case Management (ECM) (Lot 3 – SaaS, Category: CRM)
Overview of G-Cloud Service
The Lagan Enterprise Case Management (ECM) customer relationship management (CRM) platform
includes the infrastructure components and user applications through which Government Contact
Centre agents, staff, and supervisors use to manage customer interactions. Exhibit 1 provides a
tabular view of the major components of the Lagan ECM solution.
Typical CRM Requirements
Lagan Solution Components
Contact Centre and Staff
Applications
Location-enabled process and GIS
integration
User, Group, and Role based
functional and data security
Call scripting and agent
automation
Service request creation, use and
management function
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Agent Desktop
Lagan Desktop - Light
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Lagan ESRI GIS Adaptor
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Lagan Configuration Studio
Lagan Enhanced Security (option)
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Scriptflow Call Scripting Guide
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Configuration Studio
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Agent Desktop
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Lagan Desktop - Light
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Typical CRM Requirements
Lagan Solution Components
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Lagan Knowledge
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Lagan Knowledge (Web Self-Service)
Citizen transactions and channel
shift (Mobile)
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Web Self Service
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Connect2Tell iPhone (Also proposed as a
separate Lot Category)
Reporting and analysis for
performance management
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Lagan Business Intelligence (BI)
Multiple channel contact centre
integration
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Multi Channel Contact Centre (MCCC)
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Lagan CTI Interface (option)
Enterprise application integration
and interface
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Lagan Enterprise Integration Toolkit (EIT)
(option)
Ease of Configuration
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Configuration Studio
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Managed Services
Knowledge Base
Secure hosting through privatecloud data centre
System Maintenance and
Upgrades
Exhibit 1. Components of the Lagan ECM Product
At its core, Lagan ECM provides the functional areas that will enable Councils and the Government
agencies to exceed the level of service that is expected. The functional areas are listed below, with a
brief overview of the components that provide the structure of the proposed common agent
desktop component:
Agent Desktop
The Lagan Agent Desktop offers a functionally rich interface, designed specifically for Call Agents.
The Agent Desktop includes all of the information necessary for a comprehensive customer
interaction, including:
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Call scripting
GIS map and location integration
Service Request Database
Citizen and Citizen Contact History
Knowledge base
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Email integration
Electronic Intake forms
Optional CTI (telephony integration)
These and other features serve to quickly service a citizen’s request and automatically route a service
request to the proper individual or work queue in the back office. Exhibit 2 below provides a
screenshot of EWS, the ‘Customer Service Guide’ in the upper left pane that directs encounter
scripts, and the main screen area that presents context-specific screens.
Exhibit 2. Lagan Agent Desktop .
Call Scripting
Lagan’s Scriptflow module is possibly our greatest product differentiator related to usability.
Scriptflow provides encounter scripting functionality (Process Guides) that supports an interaction
(e.g. telephone call or face to face conversation) between a user and a citizen. Scripting workflows
guide the user both prescriptively and descriptively, prompting them with questions to ask, while
providing them with supporting information (e.g. a service request SLA) and the appropriate screen to
review and record data (e.g., web page, map, a screen on an external system or website, or a service
request data entry screen). Scripting provides an effective way of encapsulating processes – whether
informational, service-based, or other – that the organisation uses, and provides the flexibility and
local control required to change those processes as required.
In short, Scriptflow prompts the user with guidance on what action to perform in the system as well as
what to say to the customer. It also:
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Automatically performs system tasks, such as displaying screens, classifying the call, and ending
the interaction – significantly reducing clicks, errors, and call handling time
Prompts the user with guidance on what to do inside Lagan ECM,
Provides supporting information at the right time ,
Standardizes processes used within the organisation,
Reduces the length of agent training.
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The upper left hand box of EWS, called the Customer Service Guide, is shown below in Exhibit 3. In
this screen, the script is guiding the agent to verify the caller’s address and telephone. The
individual’s record has already been selected and displayed by the script, and key information has
been blended and accentuated into the script to provide focus for the agent. With this information
confirmed, the script will continue to the next step, perhaps to capture the details of a service
request.
Exhibit 3. Lagan Call Scripting
No other solution can provide the breadth of functionality and configurability made available by the
Scriptflow feature which in turn reduces training costs, reduces interaction time (by focusing on
reduction of clicks and mouse movement), and improves system usability.
Service Request Management
Lagan ECM provides several critical features to ensure that service requests are fulfilled effectively,
including structured data (by way of eForms), pre-configured default and preferred work queues, and
notifications and escalations. In Lagan ECM, a service request is triggered when an interaction is
classified as one with a business process definition. As an integrated desktop application, EWS
guides a user toward such a classification in various ways:
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Scriptflow – the path of a guided script culminates in a specified classification, thus triggering
a new request.
Knowledge – a Knowledge article includes an embedded link that, when clicked, will initiate a
new request.
GIS Map – an ESRI map includes a layer of Lagan ECM service requests in the selected
region, and a user may pinpoint a specific existing request and link the interaction with an
existing request (and thereby avoid duplication).
By Hand – a user may simply classify the interaction by hand or click a button to start a new
service request.
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In all cases, each service request is dispatched to a work queue, and as such, routed to a
departmental user for review, re-allocation, and fulfilment, or perhaps to an external system by
way of Lagan’s Enterprise Integration Toolkit. Exhibit 4 depicts EWS used to generate a service
request through the guidance of Scriptflow.
Exhibit 4. Service Request using Scriptflow.
Lagan ECM supports the following service request attributes or supporting functions:
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ScriptFlows
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Classification
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Business Process Definition, including
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Work Queue (both internal resources and external systems)
Default Priority and Severity
Service Level Agreement (case and task level)
Notification Rules at Case Creation and Case Closure
Escalation Rules and Escalation Handling Roles
Case Tasks, Task Lists
eForms (for data capture)
Audit Trail Events
Case Management Support, including
Correspondence Templates (via email or letter)
 Business Rules

Let’s not overlook how Lagan ECM, as a real-time, integrated system, provides current information to
all parties involved. A service request called in by a citizen, for example, will be dispatched to a
department for fulfilment. As that worker updates the service request record (e.g. adding a note,
attaching a picture, closing it, etc.), this information is available both to contact centre agents and
citizens (via a self-service web site) in real time.
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Lagan Desktop - Light
Lagan Desktop - Light is optimized for use by the back office to manage service requests. VO is
used to update and manage Lagan ECM service requests by providing key functions to facilitate the
fulfilment of requests, including:
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Handling multiple requests in batch, including ‘taking,’ closing and reallocating
Notes and File attachments
Correspondence templates to send letters and emails to citizens or colleagues
Service Request linking to create associations between requests (i.e. duplicates)
Exporting and Printing lists to PDF, Excel, and other file formats
Bar-code fields to scan service requests
Location or Citizen Contact History
Numerous specific service request handling features, like search, update, reallocate
Audit trail of activity, including when and by whom.
Governments may also offer Lagan Desktop - Lightusers access to other Lagan features such as GIS
maps, Knowledge Base, messaging, and embedded access to external applications. Exhibit 5 below
illustrates a list of service requests in VO to be taken by a worker for fulfilment. The checkboxes next
to the unique Reference number can be ticked to batch handling, the column titles can be clicked to
sort accordingly, the blue links can be clicked to see detailed information and data in bold alerts the
user to overdue requests. Breadcrumbs make navigating VO easy.
Exhibit 5. Lagan Desktop – Light Service Request Handling.
Multi-Channel Intake
Lagan provides exceptional support for managing contact with citizens through various means,
including telephone, face-to-face, email, text, fax and letter. While most people may be inclined to call
a contact centre to ask a question or submit a service request, Lagan ECM provides robust selfservice capabilities for knowledge searching and service request creation and tracking. Moreover,
Lagan has been at the forefront of leveraging cutting edge technology to reach a new subset of the
population at ease with new devices and channels. Specifically, the City of Boston in the USA was
the first to provide citizens with an iPhone app; San Francisco has accepted Tweets from citizens and
now has a Facebook app for submitting requests. In sum, Lagan covers the broad range of ways that
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citizens and governments may wish to communicate with each other, using a single, integrated
platform.
Knowledge Management
Lagan’s fully integrated Knowledge solution ensures that citizens receive accurate and consistent
information that is geared toward the appropriate audience (contact centre agent or citizen via selfservice). Its natural language search capabilities allow the user to do a search using the same
language used by the citizen without having to categorize the information or know what department is
responsible for the content of the solution.
Using Lagan’s Knowledge Self-Service option, the public can ask the questions themselves without
agent guidance and at any time. Indeed, Knowledge delivers robust security to restrict access to
knowledge articles as needed, and can be configured to deliver an internal and external answer to a
question within the same document – further reducing administrative overhead.
Since Knowledge functionality is completely integrated within Lagan ECM, the solution provides for a
seamless transfer from inquiry to the initiation of a service request, making it easy to go from citizen
question to municipal action. For example, a knowledge article that provides information about bulk
waste pickup may be configured to include links to initiate a request to pickup certain items. These
capabilities can be provided both to the service agent, back office departmental user and even to
the citizen contacting the City-Parish through the web.
Lagan Knowledge can spider existing pages for content as well as allow a jurisdiction to create new
knowledge in the system (as FAQs or Alerts), enabling comprehensive knowledge management
workflow for a customer service solution. An FAQ screenshot example is in Exhibit 6. For example, if
a citizen asks a question that is not available on any pages of a jurisdiction website, a customer
service staff member can easily create and publish a knowledge document for citizens and agents to
access directly from the Knowledge Base to improve the call centre’s first call resolution the next
time a similar question is asked.
NOTE: Knowledge is tightly integrated within Lagan ECM platform.
provide is as a stand-alone solution.
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We are also able to
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Exhibit 6. Integrated Knowledge Self-Service.
Lagan Knowledge also comes with a dynamically-generated Top Documents list to cover the hot
topics of the day/week/month. The most frequently offered answers are automatically presented to
users, based on dynamic ranking of queries raised by all users. This minimizes the need to manually
construct and manage a list, as is illustrated in Exhibit 7 below.
Exhibit 7. Knowledge Base with Top Documents
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Information Capture Tools and Processes
To best handle requests or service, the City-Parish needs a tool that can capture the data relevant to
the specific request. Lagan eForms is a feature-rich electronic forms core feature unlike any other on
the market that offers the ability to closely manage how users capture information to ensure
completeness and consistency. Lagan eForms is tightly integrated with the Lagan ECM platform
which means it is simple to use in the context of case management processes. In addition, these
capabilities are provided both to internal users and to the Citizen interacting with a Council through
the web for functions such as submission and status checking of service requests.
Lagan eForms that are part of a contact centre agent’s workflow are shown in the Agent Desktop .
These eForms become a part of the service request record which the department user can review
while using the Lagan Desktop – Light to complete their tasks. The data on the forms is modelled and
stored in structured database columns and tables, and is readily available for reporting purposes.
Lagan eForms that are launched from a Council’s own web portal can be pre-populated with
available information about the citizen, property and street, etc. This saves time for the user who is
filling in the form, as key information can automatically be included in the service request. Indeed,
this data can come from external systems, so that the profile of information is not limited to the
current interaction or customer.
eForms are easy to use and easy to build (a standard course is 2 days in length and oriented toward
business, not technical users), include a full profile of field types (date, RTF, dropdowns), support for
style sheets and various business rules. Moreover, reusable pages and page groups can be
implemented to simplify eForm maintenance and provide consistency to the user across all service
request forms.
Lagan Self-Service will enable Service Requests to be web-enabled for citizen self-service using the
same eForms approach, which allows a Council or Central Government organisation to identify the
processes that should be accessible to citizens on the web. The use of eForms as templates enables
processes to be web enabled with minimal effort, while producing consistent, attractive, and easyto-use screens.
Exhibit 8 provides a set of screenshots of Lagan self-service eForms, which demonstrates how Lagan
Self-Service integrates with a jurisdiction’s customer service website.
The ordering of the
screenshots demonstrates how a user reports a request for service via the web.
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1. Landing Page
2. Property / Location Search
3. Enter Service Request Info
4. Review and Submit
Exhibit 8. Lagan Self-Service eForm Data Capture Example.
There are many benefits to this approach, not the least of which is providing to citizens essentially
the same service request data capture elements and workflow as a contact centre agent. Rather
than simply generate an email of unstructured data to a department, Lagan’s self-service eForms
provide structured data and can utilize the same business process definition (work queue allocation,
SLA, tasks, etc.) as used by call takers. Some additional advantages include:
eForms as process
templates
The use of eForms as process templates allows organisations to refine and optimize
their processes at a fraction of the cost that would be incurred if they managed them
on a custom, standalone basis. This should not be underestimated – process templates
are designed to exploit the inherent commonality in local government processes while
at the same time allowing for tailoring, i.e. the “best of both worlds”. And with
commonality comes the opportunity to make refinements that are instantly realized
across all the web-enabled processes that use them.
Location enabled
Self-service eForms can include a GIS map for service location specification and
refinement. The ability to be precise about the location can generate savings in many
ways including the cost of fulfilment.
Citizen progress
notification
Provides citizen with confidence that request has been raised and completed without
recourse to obtain a status update via other channels reducing avoidable contact.
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Secure progress
tracking
Reduces avoidable contact by allowing the citizen to be kept informed of progress
when they wish to request such updates.
Branded Mobile Application – Connect2Tell iPhone
NOTE: Connect2Tell iPhone is tightly integrated within Lagan ECM platform. We are also able
to provide is as a stand-alone solution. We have included it as a Lot 3 SaaS, Unlisted Category
service.
Connect2Tell iPhone, as the name suggests, allows citizens to use their iPhone to submit and track
service requests. The solution allows citizens to take advantage of many of the features of the
iPhone to quickly and accurately report issues in their local area. Details passed within the report
include photos, location pinpointed on a map, and the specific attributes of the issue. Crucially, the
request, like those generated on the web or in the call centre, can be passed directly through to the
service delivery teams without the need to re-key. However, the iPhone app adds mobility to the
equation by allowing citizens to report and track requests while on the move. This enables citizens
and government to work together to highlight and resolve issues more quickly than previously
possible. Exhibit D-9 illustrates the iPhone application in action:
Exhibit D-9: Lagan Connect2Tell iPhone
Lagan customers were some of the earliest adopters of iPhones as a customer service interaction
channel, and Connect2Tell iPhone is unique in its flexibility. Specifically, a jurisdiction may easily
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brand the presentation of the app, but also define and modify which service request types may be
included in the app. Specific features include:
Available as a free
download
Citizens can download the application for free via the Apple iTunes AppStore application
that is installed on all iPhone devices
Customer-branded
application
Customers can name the application and choose the application launch icon that is
displayed on the Smartphone home screen. The user can also specify an image that is
displayed on the application splash screen on start-up.
Secure, e.g. Encrypted
message delivery
(HTTPS)
Ensures individuals cannot impact the integrity and reliability of the installation. The
application communicates with the mobile server over HTTPS with an authentication
scheme that helps prevent malicious scripts from flooding the system. Communication
between the mobile server and Lagan also uses HTTPS and secure authentication schemes.
Configurable
operational processes
Provides a mechanism to surface existing operational processes that are already configured
in the organisation’s Lagan deployment. Where these processes utilize Lagan case forms or
Lagan eForms the customer can decide to present one or more of the form fields to the
citizen.
Asynchronous
communication
Guarantees all messages get delivered securely and reliably. Service requests are queued
should the Lagan installation be unavailable (e.g. for planned maintenance) and will be
resynchronised automatically when system is back on-line.
Geo-tagging of
incident locations
The application leverages the Smartphone GPS technology to ‘geotag’ the incident
location; the user also has the option to refine this location as appropriate. Co-ordinates
supplied by the Smartphone can be translated into a desired projection.
Graceful enforcement
of geographic
boundaries
A geographic boundary is configurable so requests received from outside a Council’s
jurisdiction can be detected and disregarded. Citizens that create requests from outside
the boundary will receive a notification on the device indicating that the incident is outside
the area of responsibility for the Council.
Privacy
Actual device identifiers are cryptographically encoded on the client; this allows the mobile
server to track and facilitate updates without revealing the citizen’s unique device
identifier.
Real-time case status
notification
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The citizen receives 2 real time notifications of case status via updates directly to their
Smartphone.
Report creation confirmation notification that includes a reference number
Fulfillment notification when the underlying case is closed
Feedback Mechanism
Citizens can give feedback via the application.
No mobile signal
dependency
If a mobile signal is not available, requests will be automatically stored on the device and
will be asynchronously transmitted when the signal is available.
Seamless integration
with existing Lagan
processes
Works with existing operational processes configured in an existing Lagan instance
eliminating the need to re-key requests in the contact centre and in the back office (where
integration is already present).
Comprehensive Search and Contact History
Lagan ECM’s Search allows users to search on service request, person and property characteristics
and history that are stored in the system. Case searching and contact history are standard features
of Lagan ECM that allow users to quickly see the history of activity for a citizen or a location, and drill
into the details revealing all of the interactions and cases associated to people and places. Users can
filter this list by type of request, active status and date, and pinpoint those cases relevant to the
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current interaction. The citizen history of requests becomes a vital part of contact centre workflow,
in order to eliminate duplicate requests or to speed follow-up actions.
The Contact History also shows all of the service requests linked to a specific location. Users can
filter this list by type of request, active status and date, and pinpoint those cases relevant to the
current interaction. Moreover, users may create and save their own Contact History filters, which
will display certain records, grouped and sorted in specified ways, and they may toggle between the
Contact History of a selected individual to the contact history of a property or location in that list.
Exhibit 10 shows a number of service requests created at a given location.
Exhibit D-10. Contact History View.
Duplicate Service Request Identification
With the tools available to the Call Centre Agents in the EWS, contact centre users can identify
duplicate service requests quickly during the intake process using the ESRI map viewer, case search,
and contact history. This duplicate identification process is driven by the ScriptFlow Call Script that
proactively prompts the agent with steps to avoid potential duplicates.
Duplicate identification is a flexible mechanism and uses key attributes of the request to ensure
accuracy, such as:
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Existing requests from the same client, indicated in a recent contact history list, for similar or
identical service requests or interactions.
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Existing requests at the existing location, either at the property itself or on the street or block,
indicated in a contact history or an existing case search, which indicates similar or identical
requests
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Example: A Missed Rubbish Pickup request made by the same caller on two consecutive
days may be a duplicate request.
Example: A Pavement Defect at 11 High Street, and a Pothole at the corner of Avon and
Westgate, may actually be the same request.
Visually using the ESRI GIS map viewer, which shows the agent the existing service requests in
the vicinity of the citizen’s new service request location.
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Example: Many different calls regarding a Traffic Light Outage at the 600 block of Mews
Place may be reported in a short period of time, by different clients, handled by different
agents, yet all of them are related to the same light
If the intake process identifies that a citizen is calling about a duplicate request, duplication can be
avoided by linking the active interaction to an existing request, or mitigated by linking two existing
requests together (for example, because of ‘multiple reports’).
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In this way, the citizen’s interaction with the Council or Central Government Authority is recorded,
but the servicing organisation does not incur waste related to servicing a duplicate request. The
Lagan ECM solution provides these powerful duplicate detection and prevention mechanisms in
support of the best practices for government customer service solutions.
Geographic Location Capability
Lagan ECM provides outstanding support for geo-enabling processes. Lagan’s integration with GIS is
integral to the Lagan ECM platform, making it easier to provide GIS and mapping capabilities in the
context of government CRM processes. Lagan’s ESRI GIS integration can present cases, streets,
properties in conjunction with additional GIS layer information in a way that delivers significant
benefits to contact centre and departmental fulfilment processes. In addition, the capture of
geographic information with each request provides the ability to report and analyze service request
data to identify trends to help users to make critical business and planning decisions.
Lagan ESRI GIS Adaptor: The Lagan ESRI Map Adapter provides map support for geo-enabled
processes using the ESRI ArcGIS Server platform. Unlike other GIS solutions, Lagan’s integration with
the customer’s ESRI ArcGIS Server leverages a Council’s investment in GIS inside the Lagan ECM
platform, making it easier to provide GIS and mapping capabilities in the context of CRM processes.
Lagan’s ESRI GIS integration can present service requests on a map, in conjunction with additional
GIS layer information such as streets, properties, intersections, or other jurisdiction assets, in a
unique way to enrich the interaction with the citizen, enable the call taker to accurately locate the
service request location, and help the fulfilling department perform their job with higher efficiency.
In addition, the capture of geographic information with each request provides the ability to identify
trends to help management to make critical business and planning decisions.
From a technical perspective, the Lagan ECM provides information about its service requests to the
ESRI toolset that in turn exposes it as part of a custom map service. Lagan provides a Map Viewer to
render and manipulate the map and service requests delivered by this map service.
In this example below (Exhibit 11), Lagan’s Script Flow has guided the agent through the process of
identifying the caller and selecting the street on which the pothole or missed bin resides. Script Flow
has popped the Lagan ESRI Map Viewer which automatically focuses on the identified location and
presents any cases of the same service request type to the Agent.
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Exhibit 11. GIS as Part of the Service Request Process.
Reporting and Analysis
Our fully-featured Business Intelligence (BI) product suite provides highly enriched and interactive
views of operational data to help users gain deeper business insight and make better and faster
decisions. It provides all of the key Business Intelligence capabilities required by the broadest range
of users in a government enterprise.
Traditionally, the problem faced by most organisations is not a lack of data, but a lack of ability to
turn that data into meaningful information. Lagan Business Intelligence (BI) aims to solve this
problem by providing analysis, reporting and data mining capabilities. It helps organisations answer
some of the questions that are commonly asked of them, such as:
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“How are we doing?”
“What is going to save us time and money?”
“What will help us to improve service to citizens?”
“What government directives do we need to comply with, and are we?”
To address these and other questions, the Lagan Business Intelligence (BI) product suite provides all
of the key Business Intelligence capabilities required by the broadest range of end users in an
organisation, including operational reporting, ad-hoc analysis, and executive dashboards. Lagan will
provide a Physical Data Mart (PDM), OLAP cubes, and over 50 out of the box reports and
dashboards, based on industry best practices. Some examples of the available reports are shown in
Exhibit 12 Lagan Analytics Capabilities. Additionally, because the Lagan BI Data Mart is built using an
industry standard database, the reporting data and OLAP Cubes can be accessed by third party
reporting tools, such as Cognos. In this manner many cities have leveraged their existing expertise in
report construction, management and distribution to take advantage of the report oriented data
structure of the Lagan ECM Physical Data Mart.
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Trending Analysis based on
business views of underlying data
model
Geographical Heat-map rendered
in Cognos by service request
density data from Lagan (source:
Minneapolis 311 CRM)
Subscribe to automatic report
distribution
Exhibit 12. Lagan Analytics Capabilities.
Information Assurance – Impact Level (IL)
The Managed Services (MS) team has not received any formal accreditation in regards to Information
Assurance and the associated Impact Levels. The Managed Services teams operates our hosted
Managed Services offering based on industry best practices which has been based on the ITIL
methodology, with each of our data centres being SAS70 Type II certified both in the US and EMEA.
The MS team has been thoroughly vetted by each of our customers IT organisations and we are quite
confident that we can meet any of the Impact Levels, as outlined below, per the individual
requirements of the UK government and/or associated councils.
e-Authentication
Assurance Level
Level 1
e-Authentication Requirement
 Requires the claimant prove, through a secure authentication protocol that he or
she controls a single authentication factor to provide some assurance that the same
claimant (who may be anonymous) is accessing the protected transaction.
• Little or no confidence exists in the asserted identity.
• Cryptography is not required to block offline attacks by an eavesdropper.
• No identity proofing is required.
 Requires the claimant prove, through a secure authentication protocol that he or
she controls a single authentication factor.
Level 2
 Confidence exists that the asserted identity is accurate.
• Approved cryptography is required to prevent eavesdroppers.
• Identity proofing procedures require presentation of identifying materials or
information.
Level 3
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 Requires the claimant prove through a cryptographic protocol that he or she
controls a minimum of two authentication factors (i.e., multi-factor). Three
kinds of tokens may be used: “soft” cryptographic tokens, “hard”
cryptographic tokens, and “one-time password” device tokens. The claimant
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e-Authentication
Assurance Level
e-Authentication Requirement
must unlock the token with a password or biometric, or must also use a
password in a secure authentication protocol, to establish two-factor
authentication.
• High confidence exists that the asserted identity is accurate.
• Approved cryptography is required for all operations.
• Identity proofing procedures require verification of identifying materials and
information.
 Requires the claimant prove through a cryptographic protocol that he or she
controls a minimum of two authentication factors but only “hard” cryptographic
tokens are allowed.
• Very high confidence exists that the asserted identity is accurate.
Level 4
• Strong, approved cryptographic techniques are used for all operations.
• Requires in-person appearance and identity proofing by verification of two
independent ID documents or accounts, one of which must be current primary
Government picture ID that contains applicant’s picture, and either address of
record or nationality (e.g., driver’s license or passport), and a new recording of a
biometric of the applicant.
Backup/Restore and Disaster Recovery
Lagan is a network distributed application that runs as a range of discrete sub-systems. As such,
system-wide failures of the solution are extremely rare, even on a single Application Server instance.
Failures on the database layer should be guarded against through a robust database maintenance
and backup policy, which is provided as standard through the policies and procedures of the Lagan
Hosting service.
The Lagan hosting model uses multiple application servers are distributed over different physical
servers (in order to guard against hardware failures), with either hardware or software-based load
balancing across those servers. In this configuration, Lagan’s stateless architecture will allow clients
to link to a working version of the required software allowing very high levels of resilience to be
achieved.
Lagan is also a very robust system at code level and can handle data exceptions proficiently. The
Lagan EWS interface is incredibly resilient and will remain online and intact if it loses connection
with the application server (obviously it will not be able to send and receive data), but once that
connection is re-established the EWS is ready to use again without the agent having to log out and
back in.
Lagan supports failover topologies at the web server, web application server and database layers
(full redundancy) and supports infrastructure components that can be used to implement a Disaster
Recovery plan. These components can be manual, partially automatic or fully automatic failover
options.
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G-Cloud iii
Lagan can include in its hosting service the ability to switch the service to a disaster recovery site.
This process typically requires around 6 to 8 hours and is set up for the core capabilities of Lagan
ECM and (if taken) the SEM Knowledge option.
On-board and Off-boarding
The Lagan Global Consulting Services (GCS) team will engage with each of our new customers to
fully understand both their business and technical requirements, at which time a dedicated project
team will work with the customer to complete the LAGAN ECM deployment.
The team will work closely with the Managed services (MS) team to coordinate environment builds,
with the MS team working directly with the customer’s IT and security teams to fully understand the
council’s requirements. The team will be full engaged as needed throughout the project deployment,
with a knowledge transfer taking place post go-live and all associated support activities being handled
by the MS team.
If the council were to determine that they did not require our hosted services, then the MS team would
work with the council(s) to provide a full export of their PROD data, per the LAGAN ECM data
schema, that would meet the requirements of the council. Once the data had been exported and
delivered to the council(s) utilizing a secure protocol and signoff for acceptance of the data had been
completed, the MS team would proceed to cleanse and delete all instances of the deployment within
our hosted environments.
Pricing
A typical price configuration for the Lagan ECM solution follows (a minimum 2 year term):
Reference
1
2
a
Description
Cost per month per
user (inclusive of
software, hosting,
networks, supplier
infrastructure,
support)
Support costs
Configuration
support (blended day
rate)
Response Detail of Charging
element
Lagan Case Management
Minimum 10 users
Minimum 50 Users
Minimum 100 Users
- Software Applications Engineer
- Technical Consultant:
- Business Consultant:
- Project Manager:
Pricing Type
Monthly charge
per User
Fixed Price
£80.00
£75.00
£65.00
Per day
£975
Note that we would also be willing
to propose batch sets of services
days for discounted day rates,
where days are on a time-boxed
'use or lose' basis. Discounts
provided are in the range 5% to 10%
depending on volume.
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G-Cloud iii
Reference
b
Description
Training (day rate)
Response Detail of Charging
element
- Onsite Training course: £2,180 per
day incl expenses
- Public Training course: £330 per
student per day (no expenses)
- Training consultant day: £1,200
per day incl expenses
Pricing Type
Monthly charge
per User
Per day
Service Management Details
Lagan has over 300 staff dedicated to its business activities in the UK and USA, and is rapidly
expanding having committed to increase its European team - based out of new offices in the new and
prestigious science park in Belfast (see http://www.bbc.co.uk/news/uk-northern-ireland-14380204) by more than 100 over the next 3 years. As this BBC article points out, Belfast is the new ‘silicon
valley’ of Western Europe, being fed by top class IT skills from the two top universities for IT in the
city. This has been a key reason for the Lagan product, built and developed within Belfast since the
late 90’s, being widely recognised as a technology leader by independent analysts such as Gartner
(see previous question) and Butler Group.
The delivery team assigned to a solution purchased through G-Cloud would consist of a Lagan
Customer Account Manager who will be responsible for the Client relationship, and Customer
Satisfaction of the Council. Our Customer Account Managers typically have 10+ years experience in
Customer Relationship Management systems – several of which helped pioneer the development of
early CRM systems and Message Queuing within the UK. The Customer Account Manager will be
supported by a nominated Project Manager who would be responsible for the project plan and for
delivery of the project using the appropriate resources. Typically, this would consist of one or more
(depending on the scope) Technical Consultant(s), Software Engineer(s), Business Consultant(s) and
Training Consultant(s). If third party personnel are involved in the delivery the Project Manager will
coordinate these resources.
We put great emphasis on staff development and training. The company is focusing its investment on
ongoing technical training (both internal and external) with the aim of developing and expanding our
employees’ skills and knowledge base. All staff, as part of the annual appraisal process, undertakes a
personal development programme, which typically combines formal training, coaching and mentoring.
For project management, Project Managers are accredited for PRINCE 2 delivery. In practise, what
we use is a modified form of PRINCE 2, more suited to the Rapid Application Development model
used during a project. Note that the Project Management days priced into the bid assumes this
approach: if the Authority wishes to do a full PRINCE 2 approach, or require abnormal amounts of
onsite Project Management time, then additional PM time will need to be procured through Change
Control to cover that.
Service Constraints
In the proposed Privately Hosted Lagan ECM solution, Lagan will have complete independent control
over a jurisdiction’s infrastructure. A jurisdiction’s data will exist entirely on independent database
servers and will not be shared by larger cities that through higher levels of activities will negatively
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affect the performance of that jurisdiction’s solution. The following are discussions of how we
would provide maintenance, our ability to allow customisation of the solution in a hosted
environment and a schedule for deprecation
Maintenance
Lagan typically requires no downtime for maintenance, outside of any requirements associated with
the SQL or Oracle database maintenance. All system configuration is handled via property files. In
the event of a major version upgrade, a few hours downtime is required but most customers choose
to do this out of hours so that there is no perceived system downtime. The downtime required for
version upgrades will be determined by the number of integrations and methods used to support
integrations but upgrading the core Lagan product itself will typically take less than 4 hours to
complete.
Traditionally, planned defect fixes are released to customers via a new product maintenance release.
Such releases may be specific to a given customer or generally available to all customers. These
releases form part of the planned maintenance schedule. We recognise that there may be a
requirement to release unplanned defect fixes to address emergency issues. Unplanned
maintenance needs are addressed via 'Hot Fixes'. These allow us to release defect fixes to our
customers as quickly as possible. Hot Fixes offer a number of features and benefits:









Defect fixes can be made available to customers much more quickly;
Defect fixes can be made available on existing releases;
Customers can apply them without going through a costly upgrade;
Customers can remove them easily if they don’t address the problem they were supposed to
and/or they have adverse side effects not picked up via the QA process;
Hot Fixes are QA’d;
Hot Fixes are also made available in the next scheduled maintenance release.
Hot Fixes are made available for issues that generally have the following characteristics:
Issues that are critical or have significant impact;
Require minimal code changes.
The Managed Services team has standing weekly maintenance windows that occur on Tuesday
evenings between the times of 12:00am – 5:00am GMT. The team will only utilize the weekly
maintenance windows if actual maintenance activities are required and have previously been
approved by our customers. The team will manage the maintenance activities from start to finish
and will notify our customers when the maintenance activities have started and once they have
been successfully completed. The team will work to notify our customers with a minimum of 5
business days of lead time, unless there is a high priority maintenance activity that warrants a
shorter time frame.
Customisation
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For customisation, the majority of work is carried out through GUI interfaces within the Lagan
Configuration Studio, part of the core system proposed. An understanding of the concepts involved in
Lagan configuration is required (with training to provide this included in the baseline pricing), but no
specialist IT skills are required. For example, a graphical capability (see Exhibit 13) is provided for a
trained configuration user (e.g. contact centre supervisor) to create or change (using a drag and drop
interface) contact centre process scripts as processes change on a day-to-day basis without recourse
to IT colleagues or to the vendor.
Exhibit 13. Graphical Configuration Interface.
Note that Scriptflows are component based, allowing blocks of more complicated script elements
(e.g. for “shell processes” such as verification or payment) to be configured once and then reused by
the business level staff. This again is a ‘drag and drop’ function that Power Users can do for
themselves.
Similarly, business process users can create or amend new process Queues, Case forms, eForms,
business rules, SLAs, etc. using supplied Configuration Studio interfaces.
The Managed Services team will allow our customers to complete as much of the administrative tasks
that each of our customers have the skill sets to complete. The team will not provide any direct OS
level access to our hosted environments, with all access being limited to LAGAN ECM administrative
level access only.
Schedule for Deprecation
Lagan ECM software includes a robust set of release notes for each new release of our product
suites. If there are features and capabilities in the older release of the software, that should no longer
be used in the new release, then these deprecation details will be provided in the release notes.
We are committed to providing a single version release of the product on an annual basis, with an
associated quarterly patch release, which contains the latest software enhancements, bug fixes, and
general improvements to the products capabilities.
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Service Levels
The Managed Services team will provide the following service level objectives and will operate at a
99.97% uptime SLA for each of our hosted engagements
Priority
Definition
Critical Break/Fix
Response Time
30 Minutes
Requires direct
notification
1
Resolution Target
4 Hours or 100% staffing to trouble shoot /
resolve issue
Hardware:
12 Hours or 100% staffing to trouble shoot /
resolve issue
Urgent Break/Fix
**During Office
Hours: 1 Hr
2
Hardware:
Maintenance and
Medium Break/Fix
3
After Office
Hours: 3 Hrs
48 Hours or 100% staffing to trouble shoot /
resolve issue
**During Office
Hours: 4 Hrs
5 Business Days or Future Maintenance Release
After Office
Hours: 4 Hrs of
next business day
Maintenance and
LowBreak/Fix
4
36 Hours or 100% staffing to trouble shoot /
resolve issue
**During Office
Hours: 8 Hrs
Work Around or Future Maintenance Release
After Office
Hours: Next
business day
Performance and Availability
Lagan Hosting Services use Nagios software for the monitoring and alerting of system issues such as
CPU and Storage conditions. The team also uses a solution called ‘24x7’ for the monitoring of urls to
web applications etc. This approach can be extended (through T&M services) to the monitoring of
specific aspects of the system of concern: for example, for email servers etc. which are normally
deemed less critical to frontline customer service. The underlying system service is operated by
Layer Technologies, and this has extensive monitoring in place for hardware and system failures.
Lagan hosted solution allows complete independent control over a jurisdiction’s infrastructure. A
government’s data will exist entirely on independent database servers and will not be shared by
other jurisdictions that, through higher levels of activities, will negatively affect the performance of
that solution.
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G-Cloud iii
The Lagan ECM is a J2EE architected solution (using the Spring Framework) which allows the
components of the system to be made suitably resilient to achieve a 99.97% SLA using commodity
hardware and software. Lagan supports a number of options to provide high availability. All of these
support the principle of removing single points of failure by building redundancy into the design.
Typically the deployment of a highly available system is a compromise approach, where the
minimum duplication of equipment is specified to meet the customer’s high availability needs within
the customer’s budget.
We can include a high availability configuration by spreading the Core System across two physical
servers.
Support
Lagan firmly believes that customer satisfaction depends not just on the quality of the solution
delivered, but on how easy it is to get help when things go wrong. Lagan’s support services begin at
project start up. The Lagan professional services team will serve as the first line of support during
project start up.
Lagan Support staff communicate with customers via phone, email, fax, chat, and via the Lagan
Support Portal. The latter channel provides customers a way to track the progress of any issues they
have reported.
Lagan’s Support and Maintenance Agreement can be tailored to reflect customers’ specific needs,
but the two base models are: the Standard Agreement provides support between 8am and 6pm,
Monday to Friday (excluding Bank Holidays). Lagan also offers a 24x7 Agreement which provides
around-the-clock access for 365 days of the year. Other options can be provided by agreement if
needed as well.
Support is offered on Lagan-supplied software components. Lagan treats problems against a
mutually agreed set of criteria.
Lagan has an excellent track record for support. For 2011 year-to-date, 100% of Priority 1 support
inquiries, and 99% of Priority 2 inquiries were resolved within the SLA. None of these Priority 1 calls
actually required Lagan code fixes. In the majority of cases, the issues were caused by factors
entirely outside Lagan control (e.g. network issues requiring a re-start). All the above is reflected in
our Customer Satisfaction results - 4.02 on scale of 1-5 (up from 3.94 last year).
Lagan has a resource pool of 71 dedicated support and product staff from which to draw upon for
support and development. The dedicated Support Team (13 staff) will be responsible for the
resolution of any Lagan product issues. Each customer is allocated a lead support contact to provide
continuity and single point of contact. Our support contacts are located in Belfast, NI and are
backed by our North American staff in Chicago, IL and Sunnyvale, CA.
The Support Team will be responsible for the resolution of any software issues. All calls to Lagan are
managed via the Customer Support Centre (CSC). The CSC carries out 1st and 2nd line support
primarily with 3rd line being catered for by the Research & Development Department.
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Maintenance
A jurisdiction that selects Lagan ECM will have complete control over when they would like to take on
maintenance and patch releases. This is a characteristic of Privately Hosted solutions and not often
one of Public Cloud solutions that are forced to push a code update to all of their clients on a single
infrastructure set at the same time. This lack of flexibility should be seriously considered because
updates often have training implications for the users that need to be planned for. Additionally if the
code updates go wrong, they can potentially go wrong for many different clients for a Public Cloud
solution and need to be rolled back without notice.
Lagan will always directly determine if a maintenance of patch release is needed by a jurisdiction
and will schedule the update to meet their timelines and schedule.
Financial Recompense Model for Not Meeting Service Levels
The Managed Services team will work with each of our customers on an individual basis to
determine if a recompense model is required to meet the requirements of the specific council or
business unit. The team is 100% committed to providing a superior level of service and meeting or
exceeding a 99.97% uptime SLA, with the team continually exceeding this threshold for all of our
customers across both our US and EMEA based data centres.
Training
Lagan Education Services provides a dedicated training function for Lagan users, designed to address
all government end user, administration and technical training aspects of implementing and
managing a Lagan ECM system. Lagan’s training consultants are full-time trainers who complete a
rigorous certification process to ensure that they are fully competent in the full Lagan product set.
Lagan’s approach to training government staff is to collaborate with the resources of the jurisdiction
project team, guided by a ‘just in time’ philosophy. Lagan brings three integrated approaches to
training the employees and users of the Lagan solution, which is meant to integrate with the overall
project implementation plan. First is our proven Skills Transfer plan, second is the use of formalized,
on-site, instructor-led training courses facilitated by Lagan Education Services, and finally, access to
online eLearning content (http://elearning.lagan.com), which may be used for self-paced instruction
and to retrieve training course materials. Each of the three approaches are weaved into the project
plan, start after software installation, and bring the appropriate jurisdiction resources for the different
phases of the project. Instructor-led training starts early and focuses on project staff learn the
application’s capabilities and how to configure them, skills transfer follows thereafter to take those
skills and apply them to real processes, followed later in the project with Train-the-Trainer, End user
training and Maintenance and Support.
A typical course listing for configuration, administration and support staff includes:







Lagan Agent Desktop (1 day) – end user course to understand how the application is used.
Business Configuration (2 days)
ScriptFlow (2 days)
eForms (2 days)
Knowledge (2 days)
Security (1 day)
Advanced Configuration (1 day)
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G-Cloud iii



Business Intelligence Fundamentals (1 day)
Business Intelligence Analyzer (1 day)
Maintenance and Support (1 day)
At your request, Lagan can provide detailed information Course pre-requisites, curriculum and
intended audiences. Lagan’s instructor-led training courses can be supplemented by Skills Transfer
workshops, which encourage council staff to use its newly gained product skills to build
configurations of business processes.
Ordering and Invoicing Process
Sales processes such as bid management and order processing are controlled by Netsuite. This
enterprise process control system manages project lifecycle and resources from initial sales
engagement to live operation ensuring that all activity is undertaken in a consistent and auditable
manner.
Termination Terms
The following are standard termination terms from Lagan for both consumer and supplier. A full
copy of our terms is included in Attachment B F:
Term and Termination.



Initial Term. This Agreement will begin on the Effective Date and shall remain in effect until all
Term(s) as specified in the Order Form(s) have expired or have been terminated. Each Term as
specified in an Order Form shall begin on the Order Form Effective Date and continue for the
length of time specified in the Order Form.
Termination for Cause. Either party may terminate this Agreement immediately upon written
notice to the other party if: (i) the other party materially breaches this Agreement, and such breach
continues uncured for 30 days after written notice of the breach; or (ii) the other party becomes
the subject of a petition in bankruptcy or any proceeding relating to insolvency, receivership,
liquidation, or composition for the benefit of its creditors.
Effect of Termination. Upon termination of this Agreement for any reason, all rights granted
hereunder will terminate. Customer will cease all use of the Services and LAGAN will be entitled to
immediately cease providing the Services to Customer. Customer will immediately return to
LAGAN any of LAGAN’s Proprietary Information (as defined in Section 5 below), together with any
and all documents, notes and other materials relating to the Services, along with a signed written
statement certifying that Customer has returned to LAGAN, and is no longer in possession of, any
of LAGAN’s Proprietary Information. Upon termination, Customer’s payment obligations and
Sections 3.c., 4, 5, 6.b., 8 and 9 will otherwise survive and remain in effect.
Data Restoration/Service Migration
Lagan supports failover topologies at the web server, web application server and database layers
and supports infrastructure components that can be used to implement a Disaster Recovery plan.
These components can be manual, partially automatic or fully automatic failover options.
Within the hosting service we can include switching of service to a disaster recovery site. This
process typically requires around 6 to 8 hours and is set up for the core capabilities of Lagan ECM
and (if taken) the SEM Knowledge option. (Depending on which other options were taken, we could
provide additional coverage for incremental charges).
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G-Cloud iii
Consumer Responsibilities
The Lagan Managed Services team has had a tremendous amount of success with building long
lasting relationships with each of our hosted customers, which is a direct result of maintaining and
building a thorough understanding of how our customers conduct their business and how they
utilize our software on a day-to-day basis. A dedicated business contact is a requirement for a
successful engagement, with direct access to the primary and secondary administrative users of the
software within the organisation. We would also recommend that we have access to the primary
business sponsors on a monthly or quarterly basis, as it’s very important to keep an ongoing and
open line of communication regarding the utilization of the software and any associated
software/infrastructure related issues. The customer should also provide indirect access to their IT
organisation and technical resources, as we’ll need to engage and build a relationship with the
individuals that are tasked with supporting any associated or dependent applications within the
organisation as well.
Technical Requirements
Lagan ECM is built upon a J2EE-based Service Oriented Architecture (SOA) that embraces open
standards such as HTTP, XML, SOAP, FTP, etc. The services components of Lagan’s product suite
are written in Java and utilize the SPRING open source framework.
The Technical architecture will consist of dual redundant (active/passive) firewall switches, front-end
network switches and back-end network switches, with dedicated 2x 1GB network uplinks to the
network.
The team will deploy 2x fully clustered WEB/APP server’s for full redundancy and failover
capabilities (virtual) and a shared physical DB server, with a dedicated DB specific to the council(s).
The DB tier has a secondary physical server that is ‘Hot’ synched w/production and is ready for
immediate failover capabilities.
The team will deploy a dedicated reporting server (virtual), specific to the council(s) data and will
stand up a single email exchange server (virtual), that will be sized to handle the email volume
estimates. The systems will be built out using Linux Redhat and Oracle.

Server(s): Application, Database, Reporting, Administrative
WEB/APP (virtual): 2 CPU/4 GB RAM / 75GB Disk Space / Linux Redhat 5.5 / JAVA / Apache /
Tomcat / Oracle Client

Database(s)
Dell 2x Quad Core / Linux Redhat 5.5 64bit /48GB RAM / 2x 600 GB 15k SAS Drives / 75GB Local
Disk Space / Oracle 10Gi (dedicated DB Instance – primary/secondary)

Operating system(s)
Linux Redhat 5.5
Trial Services
A trial option is available as part of a fully scoped and paid for Proof of Concept. It is expected that
each POC would reflect the needs of the individual organisation and would have a statement of work
produced to reflect on goals and success criteria. This SOW would be generated FOC.
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G-Cloud iii
Data Extraction/Removal
Data Standards
The Lagan Managed Services team deploys each of our customer deployments in a dedicated DB
partition that ensures that each of our customer’s data is stored 100% independently for each of our
customers data. The team follows industry best practices as it relates to both the storage and
removal of our customers data.
Returning all Consumer Generated Data
The Managed Services team can provide a copy of the LAGAN ECM PROD DB instance, which will
include all consumer generated data generated within the LAGAN ECM application.
Data Extraction
The Managed Services team can provide a copy of the LAGAN ECM PROD DB instance, which will
include all consumer generated data generated within the LAGAN ECM application.
Price for Extraction
The price to extract and deliver the data to our customers has been built into the overall price of the
Managed Service offering.
Purge and Destroy
If the council were to determine that they did not require our hosted services, then the MS team would
work with the council(s) to provide a full export of their PROD data, per the LAGAN ECM data
schema, that would meet the requirements of the council. Once the data had been exported and
delivered to the council(s) utilizing a secure protocol and signoff for acceptance of the data had been
completed, the MS team would proceed to cleanse and delete all instances of the deployment within
our hosted environments.
Data Storage and Processing Locations
Lagan has been implemented in a hosted model, via a partner, for a number of UK Local
Authorities including Bassetlaw (via BT) and Westminster City Council (via Vertex) to name but
two. Further afield, Lagan has been implemented on a SaaS model for government
organisations including the Government of Bermuda and the City of Pasadena in California.
All of these are being hosted out of our major hosting centres in Berlin, Hamburg, Dallas and Kansas
City.
Details Supporting ALL Responses in ITT
The following cover details that support all questions in the ITT that Lagan responded to.
About your services - Generic aspects
All suppliers must complete this section for each service (or group of services) - please add columns if more space is required
Features
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G-Cloud iii
Q-G06
Q-G07
Networks to which the
service is connected
(directly)?
'API' access available,
documented and
supported?
The service is made available using a dedicated network within each of our
data centres, that is only accessible utilizing public IP’s and public URL’s that
are configured on the company firewalls.
Yes, Lagan provides API access and it is documented and supported by the
company. The Lagan Web Services Interface forms the core of the Lagan
integration API and allows 3rd party applications to invoke operations that
would otherwise only be able to be called within the Lagan applications.
Over 80% of core Lagan functionality is surfaced as SOAP Web Services.
This rich integration API comprehensively covers the needs of government
business processes for any municipal government department. The
standards-based web services supplied by Lagan will provide legacy systems
with full access to CRM functionality, and by leveraging these web services
the council will find integrations easier and more cost effective when
compared to custom programming.
The Lagan Web Service API includes operations that cover the full breadth
of the Lagan core services for CRM, including Interactions, Service
Requests, Data Objects, Security and Authentication.
Q-G08
Open Standards supported
and documented?
Lagan ECM is built upon a J2EE-based Service Oriented Architecture
(SOA) that embraces open standards such as HTTP, XML, SOAP,
FTP, etc. The open standards are documented.
Q-G09
Open source software used
and documented?
The services components of Lagan’s product suite are written in Java and
utilize the SPRING open source framework. This information is
documented as well.
Service Management
Lagan ECM is built on an n-tiered, loosely component architecture, which is
well suited for an overall Service Oriented Architecture (SOA) approach to
implementation. This provides clear separation of responsibilities within the
product and allows for the product to be more easily scaled and maintained.
More importantly, it allows its various product components to be deployed
across a distributed physical architecture for higher scalability, availability and
performance.
Key aspects of the architecture include:
Q-G10
Technical
boundaries/interfaces of the
service documented?
© KANA 2012
Separation of business logic, security, caching and data access
layers;

All clients access the server components over HTTP (or HTTPS);

All client access is fully load-balanceable;

Security is rightly above the business logic and caching layers,
preventing security compromises;

Ability to execute fully within multiple J2EE compliant web application
servers and servlet containers;

Use of industry-leading open source components (e.g. Acegi,
EHCache).
This architecture enables Lagan’s product to be deployed in a fully scalable,

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G-Cloud iii
highly available architecture at every tier.
Q-G11
Services available to other
suppliers so they can use
them to provide services to
government ?
Q-G12
On-boarding process e.g.
moving on to the service?
Q-G13
Off-boarding process e.g.
moving off the service?
We would be pleased to work with other providers to include our cloud
offerings in a broader government solution.
As part of our standard operating procedures, we have documented processes
for introducing a new client into our service.
See more details above in the Service Definition responses.
As part of our standard operating procedures, we have documented processes
for migrating a client from our Cloud service to either an alternative service or
on to their own infrastructure.
See more details above in the Service Definition responses.
Q-G14
Data extraction/removal
criteria met?
We are able to extract core data and operational data from our solutions and if
required provide these to you.
Q-G15
Data processing and storage
locations defined?
Data is stored in one of our secure data centres. For any EU based
deployments, data can be stored in either Berlin or Hamburg.
Q-G16
Data location option can be
defined by user?
This is possible, although will be subject to price variance.
Q-G17
Data held in Safe Harbour (if
applicable)?
Lagan will commit to retain your data within EU boundaries.
Q-G18
Data centre(s) used adhere
to best practices described
by the EU Code of Conduct
for Data Centre Operations?
All our Data Centres conform to all EU and US regulations and are SAS70 type II
certified. IL3 accreditation is ongoing.
Q-G19
Data centre tier?
We conform to the highest standard of Tier IV and have a proven track record
with our customers in exceeding this metric.
Q-G20
Support
boundaries/interfaces of the
service documented?
Both our support processes and our service level objectives are clearly
documented. As part of the ‘onboarding’ process, new clients will be made
aware of these items.
Service roadmap provided?
All our products have roadmaps and a centric approach to bug fixes and
enhancements, as well as certification against the latest technologies, such as
Windows or Oracle. We also maintain our platforms to the latest security
patches and maintain the highest standard of security compliance.
Q-G22
Performance attributes
defined and documented?
Lagan cloud services track several performance areas. These include the
performance of the infrastructure, the network (with our facilities) and the
solutions themselves. We also monitor our performance in terms of our
responsiveness and our adherence to service level objectives.
Q-G23
Backup & Disaster
Recovery?
We will provide full back-up and disaster recovery services. Our disaster
recovery centres are always a minimum of 150 miles from our production
Q-G21
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G-Cloud iii
centres.
Q-G24
Is a support service provided
and documented?
Lagan provides a 365x24 support service for any P1 issues. We also provide
general support on other issues on a 10x5 support service or a 24x7 basis if
required. More information on our support capabilities is included in the
Service Definitions above.
Q-G25
'Real time' management
information available?
Lagan provides analytics for all its solutions. Details on our product
components – including business intelligence and analytics – are included in
the first section of this document.
Q-G26
Reports include each billed
unit?
Reports can be designed to include data regarding separate units in an
organisation.
Q-G27
Self service provisioning/deprovisioning?
Self Service can either be a standalone solution or part of a broader offering.
We provide Cloud services for both web self service but also to support our
mobile solutions, for example iPhone or Android.
Q-G28
Indicative time for
provisioning/deprovisioning documented?
Provisioning time will vary depending on the combination of the ECM solution
that is selected. It will also depend on whether you wish to utilize the solutions
‘as is’ or whether you wish to have some customisations completed prior to
deployment. A differentiating benefit of the ECM solution is that you can tailor
the modules to suit your specific needs.
Q-G29
3rd party service monitoring
tool access?
We have a four fold approach 1) We use several branded tools for both system
monitoring as well as web monitoring, 2) We also use in-house-built monitoring
tools for our own software, 3) Additionally, we utilize both the in-built tools
provided at our Cloud facilities and 4) And finally, the tools contained within
the Cloud technologies that we run. As a summary, these include: built-in
tools, Naigos, Zenoss, 3Tera Monitoring, et cetera
Q-G30
Service Desk can be used by
3rd party suppliers for their
services - e.g. small SaaS
provider?
We are happy to work with your own service desk to answer any
technical/support enquiries.
Commercial
Unit based pricing model?
Yes. Lagan provides unit based pricing.
Q-G32
Aggregated billing options?
This would be possible where organisations are able to share the same
database and server instance. Each situation generally presents its own issues
and requirements and as of yet, we have no customer doing this. We are open
to discussion where it works and is appropriate for the customer organisation.
Minimum Contract/Billing
Period?
Lagan typically works with yearly increments for use of its service
Q-G33
Q-G34
Free option?
Lagan does not provide a free option for use of its software and/or services.
Q-G35
Trial Option?
A trial option is available as part of a fully scoped and paid for Proof of
Concept. It is expected that each POC would reflect the needs of the individual
Q-G31
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G-Cloud iii
organisation and would have a statement of work produced to reflect on goals
and success criteria. This SOW would be generated FOC.
Q-G36
Termination costs ?
No – within the agreed term.
Supplier contract terms
jurisdiction?
England & Wales
Q-G37
Q-G38
Payment Options?
Web browser interface ?
Lagan provides an enterprise wide solution and requisite services. Our projects
are all paid for via purchase orders.
The Agent Desktop , with a browser look and feel (it is a “rich client” browserdelivered Java application for reasons of performance and usability) is based
around a dynamic set of frames, populated with the “right information at the
right time” to guide the user through the process required: that is, because it is
event-driven, and contextual in nature, it populates the active screen with only
the relevant information necessary to service the current request… not with a
wide range of extraneous information. In contrast, many other more ‘officeoriented’ CRM solutions require the user to constantly select functions via
buttons and pull-down menus: this is not an efficient or effective approach for
the high volume contact centre operations of Council Service centres
Lagan Desktop – Light is browser based.
Supported web browsers
documented?
Lagan's clients for external users utilise open web presentation standards (such
as HTML) and are subject to a continuous enhancement programme. They have
also been tested to ensure compatibility with the wide range of browsers on the
market - specifically we fully tests its Self Service client for external use on IE v7,
IE v8 (and will be certifying on IE v9 shortly), Google Chrome and Firefox.
Details of other thin client
modes documented?
For the thin client Lagan Desktop – Light user application, single sign-on is
achieved using the NTLM protocol, which is widely supported in internet
browsers. With this deployment option, the user will be automatically
signed into the application when they browse to the Lagan ECM server URL.
Other client software
documented?
All modules in the Lagan solution (including 3rd party elements) are
documented.
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Smartphone Access?
Off-line working &
synching?
The Lagan Connect2Tell iPhone and Connect2Tell
Android cloud offerings allow citizens to report
service requests through their mobile devices. As
these are location aware, the service request is
automatically stamped with the phone location,
with the opportunity for the user to reposition the
pointer on a map view of their location (see the
screenshot).
Lagan provides off line working and synching with its mobile applications.
Attachment support?
Within the base solution, Lagan ECM provides a document repository for all
such documents (e.g. enquiry document attachments, scanned images, faxes,
etc.) that are associated with Lagan Cases or Notes. These images are stored as
standard on the CRM ODBC database, but can also be stored and managed on
an EDRMS system, if integrated.
Anti-virus protection?
Integration to a virus checker would need to be through additional
customisation.
International Language
Support ?
The Lagan ECM system supports most languages. Most text within the user
interface, including messages and button text, is externalised within “locale
files” which if translated can change the usage of the Lagan ECM interface into
that language. This may be useful for employing or retaining users of diverse
ethnic origin within the organisation.
Lagan’s language capabilities have been extended to support 31 of the most
common languages and dialects.
Lagan ECM can provide workflows through its scripting tools as well eforms.
Workflow facilities?
6Scripted workflow component for EWS manages the process of handling an
interaction between a user and a customer. This includes prompting the user
with the actions and words to use during the interaction the conversation,
accompanied by the automatic presentation of screens and automated
application events to assist in efficiently answering a query or handling a
request for service. ScriptFlow processes are commonly used in contact centres.
Lagan eForms that are part of a contact centre agent’s workflow are
shown in the Agent Desktop. These eForms become a part of the service
request record which the department user can review while using the
Lagan Desktop - Lightto complete their tasks. The data on the forms is
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G-Cloud iii
modelled and stored in structured database columns and tables, and is
readily available for reporting purposes.
Importable taxonomy?
No
Folksonomy support?
No
Taxonomies are included in multiple functional areas of the ECM solution:


Taxonomy facilities?

Scripting: Taxonomies can be configured within the Scriptflow function.
Lagan uses a three-level classification (Subject-Reason-Type) for each
Case (configurable by the council via the supplied GUI). This can use
any chosen taxonomy e.g. ESD, LGCL, Life Events.
Service Requests: Lagan uses a three-level classification (SubjectReason-Type). This is configurable by a council or agency via the
supplied GUI and can use any chosen taxonomy e.g. ESD, LGCL, Life
Events.
Knowledge: Lagan KM allows users to flexibly configure a multi-level
taxonomy for categorising individual items or sources of knowledge.
All of these classification types can be managed through simple configuration.
plug-in / extension ready?
Lagan ECM is mostly a stateless application, therefore server nodes can be
operated and managed independently in a load-balanced configuration. If one
of the server nodes fails, then user traffic will be directed towards the others
until the failed server is fixed and comes back on-line. Please note that all
servers share the same database resources and so the database tier would need
to be protected with a clustered or failover solution to ensure it is available at
all times.
Plug -in / extension
marketplace?
No
Syndication?
No
Native search?
Lagan ECM’s Search allows users to search on service request, person and
property characteristics and history that are stored in the system. Case
searching and contact history are standard features of Lagan CRM that allow
users to quickly see the history of activity for a citizen or a location, and drill into
the details revealing all of the interactions and cases associated to people and
places. Users can filter this list by type of request, active status and date, and
pinpoint those cases relevant to the current interaction. The citizen history of
requests becomes a vital part of contact centre workflow, in order to eliminate
duplicate requests or to speed follow-up actions.
The Contact History also shows all of the service requests linked to a specific
location. Users can filter this list by type of request, active status and date, and
pinpoint those cases relevant to the current interaction. Moreover, users may
create and save their own Contact History filters, which will display certain
records, grouped and sorted in specified ways, and they may toggle between
the Contact History of a selected individual to the contact history of a property
or location in that list. Exhibit D-10 shows a number of service requests created
a given location.
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G-Cloud iii
Contact History View
Native support of bulk input
/ export of data & metadata in standard formats?
Lagan is an eGIF compliant system. Lagan uses web services, XML and SOAP in
order to integrate with other systems. The core structure of all the data used in
integrations in Lagan is XML, but more specifically it is XML that adheres to
specific standards for Data. Lagan’s integration technologies follow the
principles and guidance originally laid down by the ODPM in the mid-00’s
through the e-Government Interoperability Framework (e-GIF) and the various
associated data schemas and recommendations.
Against this background, Lagan can import and export data – either in bulk or as
selected records - through a batch load mechanism, or through messaging/web
services.
Link Management?
No
Separated environments:
Publishing / Editing /
Search?
The Managed services team has full redundancy (HA) built into each layer of the
hosted architecture, including the network architecture (firewall and switches),
WEB/APP, and the DB tiers within each of our PROD deployments.
Caching?
The WEB/APP tiers of the software do require a certain amount of server side
caching, which would need to be rebuilt upon rebooting the application servers
within the environments.
Integration with Identity
Systems?
The Lagan ECM security component is responsible for implementing and
enforcing an organisation’s security policies in terms of both Authorisation
(access to data and functions) as well as Authentication (access to the system
itself). It is an extensive part of the product set, and a significant differentiator
over other CRM solutions not specifically designed for the unusual requirements
of role based access within the Local Government and Public Sector
marketplace.
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G-Cloud iii
User profile page?
No
Comment on item?
No
Instant Messaging?
ECM supports SMS.
eDiscovery?
No
Migration Tools Available?
Lagan has standard “out of the box“ data loaders. These assume data is
provided to us in an agreed standard format by the Council or Department
for loading.
Video Conferencing?
No
Social Networking?
No
Social Networks?
Lagan ECM has incorporated the use of Twitter and Facebook via its Open311
module.
Calendars?
Lagan can be integrated to Microsoft Outlook to provide calendaring.
Contact Management?
The Lagan ECM manages user contacts within the system. The database
includes individual space to store telephone numbers, addresses and all
interaction history. The tool is designed to manage all aspects of interaction
management.
To Do Management?
ECM includes a task management tool.
Solution provides Blogging
capabilities?
No
Solution provides wiki
capabilities?
No
Solution provides forum
capabilities?
No
© KANA 2012
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G-Cloud iii
Lagan’s fully integrated Knowledge solution ensures that citizens receive
accurate and consistent information that is geared toward the appropriate
audience (contact centre agent or citizen via self-service). Its natural
language search capabilities allow the user to do a search using the
same language used by the citizen without having to categorize the
information or know what department is responsible for the content of the
solution.
Lagan Knowledge can spider existing pages for content as well as allow Council’s
to rate existing content and create new knowledge in the system (as FAQs or
Alerts). The screenshot Exhibit D-6 demonstrates how highly rated content is
added to an FAQ list.
Solution provides content
rating capabilities?
Integrated Knowledge Self-Service
Lagan Knowledge also comes with a dynamically-generated Top Documents list
to cover the hot topics of the day/week/month. The most frequently offered
answers are automatically presented to users, based on dynamic ranking of
queries raised by all users. This minimizes the need to manually construct and
manage a list, as is illustrated in Exhibit D-7 below.
Knowledge Base with Top Documents
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G-Cloud iii
Solution provides content
recommendation
capabilities?
Solution provides social
media sharing e.g. tweet
this?
Solution provides
automated stop word
filtering?
The KANA Knowledge solution can score and rank results and provides content
recommendations based on that scoring.
The Lagan ECM solution has been used in conjunction with Social Media tools.
Government jurisdictions are continuing to turn to Social Media as a way to
communicate with Citizens and the Lagan solution has been paired up with tools
such as Twitter.
Knowledge administrators can maintain the Vocabularies and manage ignore
words (also known as Stop words) and synonyms.
Customer Relationship Management (CRM)
Enterprise Case Management (ECM)
Q-LOT3191
What is the name for the
service (if different from
response in "About your
Services" section)?
An example of
Q-LOT3192
Price for most common
configuration (i.e. Supplier's
best selling or expected best
selling configuration)?
Q-LOT3193
Minimum service unit
pricing interval?
£975 per day
Q-LOT3194
Is the service Public or
Private?
Private
Q-LOT3195
Impact Levels (ILs) at which
the service is accredited to
process and/or store
information (actual or
target)?
The Managed Service adheres to industry best practices, with the entire
service being built using the ITIL methodology. The Managed Service has not
received any third party accreditations at this time.
Q-LOT3196
Has the service been
accredited?
Lagan conforms to British Standard BS7666 for property data and can be
integrated with a Local Land and Property Gazetteer (LLPG), to validate
customer address details. Lagan conforms to BS8766 for people data and can
be extended to accommodate additional data fields. In addition, Lagan is eGIF
compliant and an accredited eGIF supplier.
Features
Q-LOT3197
Service automates business
processes such as marketing
/ customer engagements?
Q-LOT3198
Account Level
Management?
© KANA 2012
Lagan ECM is designed to automate government customer service business
process. It is designed to receive customer inquiries and service requests
through multiple channels (phone, web, mobile, etc.) and either provide the
information for a response or manage the workflow to process a service
request.
No
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G-Cloud iii
Q-LOT3199
Campaign Management?
Lagan's flexible Object Data Model can be used to model different "Campaigns
and Promotional activity" types as entities. Interest in / application for
promotional "Events" can then be lodged as Cases against the Event object, for
tracking and fulfilment of the actions required.
Q-LOT3200
Forecasting?
No
Q-LOT3201
Partner Integration?
Lagan is designed to integrate with partner solutions. More information on
our integration approach is discussed in Q-G07.
Q-LOT3202
3rd party tool / plug-in
ready?
Lagan ECM is built in a modular format which gives it the ability to swap
functional components as new technology and software becomes available.
Q-LOT3203
Tool library / store?
No
Information in Lagan can be readily exported for use by 3rd party systems or
by reporting/analytics solutions. Lagan Case data can be externalised in
standard XML format via a flexible interface called Event Publisher, part of the
Enterprise Integration Toolkit (EIT). For Business Intelligence data Lagan
publishes its Data Dictionary as a Logical Data Mart (LDM) at no additional
charge to provide access to the related information, and provides a full
Physical Data Mart (PDM) as part of its BI Core solution.
Q-LOT3204
Data export?
Q-LOT3205
Data export formats?
The flexibility of the metadata model within Lagan allows physical data within
external systems to be accessed via XML schemas.
Native Integrated
Functions?
Our entire ECM solution is built using this. Industry-recognised open
architecture standards such as Service-Oriented Architecture (SOA) and J2EE
allow the solution, as stated above, to have the ability to swap functional
components as new technology and software becomes available. Lagan
believes a mixture of best of breed, fully integrated solutions combined with
our internally built core functionality. Ultimately this means that the
government customer is in charge of its technology and not forced to use
certain components that only work with this particular implementation. The
technology also enables easier upgrades which will allow a Council or Agency
to stay up to date with new features built within the product.
Q-LOT3206
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G-Cloud iii
Pricing Breakdown
# Citizens
Lower
Upper
Small
Medium
Large
Very Large
0
200K
350K
500K
200K
350K
500K
1000K
Local Government Customers are given further discounts based on number of
citizens
KANA Lagan Platform Licenses
Description
Tier Type Execution Type
Lagan Platform
Basis
Size
Adjustable
?
Price per
month
Platform
Production
Installe
d copy
Yes
£
1,720.00
Platform
Development /
QA / Backup /
Disaster Recovery
Installe
d copy
Yes
£
430.00
Mandatory for
all KANA Lagan
implementation
s
Lagan Platform
© KANA 2012
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3 September 2012
G-Cloud iii
KANA Lagan
Application
Licenses
Description
Tier Type
Execution Type
Basis
Size
Price per
Adjustable? month
Lagan Case
Management
Application Production
Installed Yes
copy
£
866.67
Lagan
Knowledge
Management
Application Production
Installed Yes
copy
£
1,720.00
Lagan Business
Intelligence
Application Production
Installed Yes
copy
£
1,720.00
Lagan
Integration
Interfaces
Application Production
Installed Yes
copy
£
866.67
Lagan CTI
Application Production
Installed Yes
copy
£
1,720.00
Lagan Event
Management*
Application Production
Installed Yes
copy
£
1,720.00
© KANA 2012
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3 September 2012
G-Cloud iii
KANA Lagan User Experience Licenses
Description
Tier Type
Execution Type Basis
Lagan Agent
Desktop
Size
Adjustable
?
List Price
User
Experience
Production
Seat
No
£
55.00
Lagan Desktop – User
Light
Experience
Production
Seat
No
£
11.00
Lagan Web Self
Service – Case
Management
User
Experience
Production
Installe
d copy
Yes
£
3,900.00
Lagan Web Self
Service –
Knowledge
Management
User
Experience
Production
Installe
d copy
Yes
£
3,900.00
Lagan Mobile
Size
Population
UK (£)
0 - 100k
6,500
Medium
100 - 250k
8,000
Large
250 - 500k
10,000
500k+
12,000
Small
Extra Large
Pricing is on a per annum basis,
Implementation services:
© KANA 2012
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G-Cloud iii
Lagan Mobile is offered in the cloud with pricing an annual subscription to the service.
Lagan Mobile applications are upgraded remotely to reduce customer overhead. Lagan
Mobile is a multi-device smartphone app that is currently certified to run on iPhone and
Android devices.
Lagan Open311
Size
Population
UK (£)
Small
0 - 100k
9,500
Medium
100 - 250k
11,500
Large
250 - 500k
14,000
500k+
17,000
Extra Large
Pricing is on a per annum basis, (previous pricing)
The Lagan Open311 subscription INCLUDES Lagan Mobile
Implementation services:
Lagan Open311 is offered in the cloud with pricing on an
annual subscription to the service. Lagan Open311
applications are upgraded remotely to reduce customer
overhead.
© KANA 2012
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G-Cloud iii
Hosted Managed Services
Hosted (assumes single centre) Standard Set-up Fee = £12,750
Hosted Managed Services
STANDARD
PREMIER
✔
Programme Management
x
PREMIER+
✔
Service Level Management
✔
✔
✔
Capacity Planning
x
✔
✔
Reporting (Operational)
x
✔
✔
Reporting (Product Level)
x
Priced Separately
✔
Application Administration
Incident & Problem
Management
✔
✔
✔
✔
✔
✔
Change Control
✔
✔
✔
Point Level Upgrades
✔
✔
✔
Full Release Management
✔
✔
✔
CSI Reporting
x
✔
✔
Audits and Health checks
x
✔
✔
Extended Data Storage
x
Priced Separately
✔
Dedicated VPN
Bandwidth Acceleration
✔
Priced Separately
✔
Priced Separately
✔
Priced Separately
MINIMUM PRICE
Price Per User Per Month
Price Per Click/Hit
£1,600 per
month
£32
0.005
£3,200 per
month
£45
0.006
£4,500 per
month
£60
0.007
Additional Options
Disaster recovery – 50% of quoted monthly
price
Support for multiple Call Centre locations
Support for multiple Adaptors / Integrations
© KANA 2012
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3 September 2012