Customer Testimonials


What our Customers Think About LalPac...

 

The Royal Borough of Windsor & Maidenhead upgrade their licensing solution

The Royal Borough of Windsor & Maidenhead were dissatisfied with their current Licensing system and felt that as it was beginning to impact the levels of service they were giving to their customers, it was time to look at alternatives.  Naturally there was internal pressure to stay with the incumbent solution, but it was felt that there were more focused licensing solutions in the marketplace.  Alan Barwise, Team Leader,  Licensing, said; "At the end of the day, I was determined that our service level performance and our staff satisfaction levels should be given the highest priority.  When we researched the market it soon became apparent that LalPac was one of few suppliers that specialise in complete licensing administration software whilst at the same time offering inter-operability with existing in-house solutions such as LLPG.  My team and I are very much looking forward to going live with LalPac, and we are also keen to make full use of the extensive functionality that the LalPac solution offers, whether that is taking on-line applications for licences, mapping or PDA enabled mobile enforcement.  However, just processing licence applications efficiently would be a great start".

Excellent Partner 

"LalPac has proved an excellent partner for Wakefield in helping achieve our goals of providing better online licensing services.  The work that has been carried out between the two organisations has helped develop an innovative method of providing licensing information to both the public and those involved in the licence application process".To see how Wakefield has taken Customer Service to the ultimate, please follow this link: http://www.wakefield.gov.uk/Business/LicensingAndPermits/licensingmaps/default.htm  

First Rate Technical Support

"...the speedy service provided was excellent - I wish our tech support was as good. Many Thanks."
John Thompson, M. Inst. L. Ex, Principal Licensing & Enforcement Officer Taxis, Sefton MBC.

 "Dear Matt and LalPac. I am extremely impressed with the promptness of the response to the query which has now been resolved by your phone instructions. Many many thanks." Aileen Powell, Licensing Officer, North Dorset DC.

"Just a short note for the recent data conversion process and continued excellent product and support service." Chesterfield BC

Wigan Win the Team of the Year Award!(2007)

"I can fully understand why so many local authorities are changing over to Lalpac.  We found the software on the Licensing Act certainly met all our requirements and the back-up had been absolutely first class.  " Maurice Dearden, Licensing Manager, Wigan MBC

Excellent Account Management

"We would like to put on record our appreciation for Matt Potts' visit to us today. It has been very helpful, particularly as we are able to spend a little more time developing our LalPac system now we are through the glut of applications.  Matt has helped us with a couple of very useful templates and given us a useful preview of LalPac Enterprise, and useful tips for when we migrate all our taxi work to LalPac. Thanks and regards." Lee Carvell, Principal Licensing Officer, Babergh DC

Blackpool Council Licensing Team awarded Outstanding Service Award!(2007)
LalPac users Blackpool worked to enable over 3,500 licences to be converted 
to the new Licensing Act 2003 and their efforts have been recognised by the
presentation of an Outstanding Service award.

Case study 1: Data Conversion

LalPac recently successfully completed a complex data conversion from a third party database into a SQL LalPac database.


Our customer wanted vehicle data converted from their old Diamond system to work within the latest version of LalPac. They had already been using LalPac for Licensing Act 2003, so the vehicle data also had to be added to a SQL database which was in use. Our customer was good enough to provide us with the following feedback:


'LalPac provided us with an excellent data conversion service, which enabled the transfer all of the data from our old system to the LalPac Classic Licensing Administration Software.


LalPac converted the whole of our Diamond database to our complete satisfaction, ensuring all the data was carefully converted across and entered into LalPac just as we planned!


The LalPac routine ensured all of the essential information was transferred with total accuracy. The prospect of a manual conversion would never have been a practicable prospect!


After detailed discussions with the LalPac team, we successfully ran a single test conversion to demonstrate the soundness of the process. Once we were satisfied that everything was in the correct place in the new system the live-data conversion took place a few days later, and was ready to run immediately.


We were extremely pleased with the conversion which was, as always, backed-up by an excellent Client Manager, Technical and back office LalPac support staff'.

Case study 2: Partnership in Licensing

North Devon District Council has used the LalPac licensing software solution for over 10 years. The relationship has developed into a close working relationship since the different modules merged together into one Windows package. We are also a beta test site, which has helped to cement that relationship further.


The software provides a specialist solution for our Licensing needs - it focuses on the needs of Local Authority licensing officers. This became more apparent during the implementation of the Licensing Act 2003 regime, something that we couldn't have achieved as effectively without the support provided by both the staff and software itself.


As well as LalPac Classic, we are also excited about the further development of LalPac Enterprise (delivery of the service via the website). We already have interactive registers and on-line consultations and look forward to the roll out of on-line applications.


Our experience has been a good one and we look forward to a lasting relationship, helping us to deliver the challenges that lie ahead.

Case study 3: South Staffordshire

South Staffordshire District Council

  • LalPac is delivering real benefits within three months of implementation
  • South Staffordshire Council needed to improve efficiency.
  • A FOI request took "five minutes" instead of the usual day to respond to.
  • All licensing data has been consolidated into one place and makes ad-hoc reporting very easy.
  • References were taken from all bidders and LalPac users were, without exception, extremely positive about the product and the support provided.

Background - When David Pattison, Head of Legal and Licensing at South Staffordshire, took over responsibility for the Licensing function, he was met by an immediate request by his team members; "please can we have a new software solution"?

David quickly realised that his staff were not entirely satisfied with the tools they had to work with, so he immediately set about seeing how he could improve their lot, while at the same time, deliver major benefits to the Council, the trade and the public.  An internal audit also concluded that there was "room for improvement" at the same time.

Requirements - David started by identifying the requirements that any new system needed to be able to satisfy the following objectives:

  1. Improve Efficiency - any system needed to collect and retain all the necessary information whilst at the same time making time savings on routine tasks thus allowing staff to spend less time paper pushing and free up time to spend on pro-active Public Protection, Enforcement, Communicaton and Education.
  2. Quick to Implement - It was important that any system did not demand extensive in-house resources and was fundamentally an "off the shelf" product.
  3. User Friendly - It was important that any system would be able to work the way the department wanted to work and that the department not be forced to adapt to how the software worked.
  4. Automated - The existing system was labour intensive, so automation of routine tasks such as Licence Renewal letters, daily processes, production of Public Registers, responses to regulatory and ad-hoc requests and reporting was considered essential.
  5. Public Access and Responsible Body Connectivity - With the ever increasing trend towards improving service levels, the public facing side had to deliver a high degree of "self service" for the trade and citizens.  A web front end would not only allow customers to apply for and monitor Licence Applications, it would also allow partners to have secure remote access to the information they need, without involving the Licensing Team.
  6. System Integration - It would not be helpful to choose a "best of breed" solution that stood alone and introduced other issues into the Authority.  The Licensing Team are integrated into a larger department and any new licensing system would need to inter-operate with existing systems in use in the Authority, such as the LLPG, Oracle CRM and Civica eDRM.

Selection Process - Council procedures required that David needed to evaluate three alternative solutions.  It quickly became apparent that the LalPac proposal clearly delivered the best functionality in terms of meeting the objectives and therefore offered the best value for money.

References were taken from all three potential suppliers, and again, the LalPac proposition stood out because LalPac users without exception were extremely positive about both the product and the level of support.

The one concern over opting for a "best of breed" solution was that it would introduce an additional software product into the Authority at a time when "consolidation" of solutions was a high priority.  However, the Council were persuaded that the significant benefits that a LalPac licensing solution would deliver were sufficient to justify a departure from the corporate goal.  In addition, the Council's confidence in LalPac's ability to inter-operate with current systems was also a significant factor towards minimising risk.

A formal report recommending the Council take LalPac was placed before the Licensing Committee and was subsequently approved.  However, the decision had to be ratified by the full Council because the cost exceeded the budget allocated for the financial year.

Results - Phase 1 - the back office solution has been implemented and is busy helping the Licensing Team.  David Pattison said; "LalPac was extremely attractive to us because it just works the way the Licensing Team needs to operate.  LalPac is already delivering benefits, dealing with enquiries from the trade and public, processing new applications and effortlessly responding to regulatory and FOI requests".

David and LalPac are busy preparing for Phase 2 which will deliver the public facing solution and the integration that the Council need. 

 

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