State of Tennessee Implements Pioneering Electronic Case Management System for Adult Protective Services

ROCKVILLE, Md., Sept. 7 /PRNewswire/ -- Lagan, the global leader in government to citizen (G2C) technology, today announces it has successfully delivered Lagan's Enterprise Case Management (ECM) solution across all 95 counties state-wide to the Tennessee Department of Human Services (DHS) Adult Protective Services (APS) Program.  

The Tennessee DHS APS investigates reports of abuse, neglect and financial exploitation of adults who are unable to protect themselves due to a physical or mental limitation.  In 2009 the division served 10,886 vulnerable adults across the state and investigated 9,464 referrals. The 150 staff members in Tennessee responsible for assessing the need for protective services to reduce identified risks, can leverage Lagan's Enterprise Case Management (ECM) solution state-wide from the office or in the field. The solution:

• Delivers improved and measureable services to vulnerable adults
• Improves timeliness and quality of information
• Helps to eliminate inconsistencies between paper and electronic files, allowing staff to make better-informed decisions
• Assists mobile caseworkers by supporting tablet PCs and wireless communications
• Includes out-of-the-box basic processes, specifically built to support human service delivery, that are configured to Tennessee's requirements
• Enables Tennessee staff to maintain their checklists, correspondence, reports and policies in the system, promoting self-sufficiency
• Leverages existing systems, including call center and content management software, voice and handwriting recognition and digital photos and images
• Helps the program better position itself for compliance with new regulations and potential funding opportunities anticipated through the Elder Justice Act

"In these challenging economic times, we need to be as efficient as possible -- working as smart as we can with the staff that we have," said Vickie Lawson, Director of Adult Protective Services for Tennessee DHS. "If we can reduce overtime and enhance morale, while seeing improved outcome measurements for our clients then we have achieved real success. We began this entire initiative with the idea of enhancing quality of service through technology. That's what it's all about."

Lagan ECM is designed to help programs like APS quickly optimize their business processes. Standardization of protocols and other case management components is supported at every step of the way; reminders and system-managed tasks guide case work and facilitate completeness of investigations. Automated tasks and escalation rules ensure accountability and quick response times in the event of emergencies, and ensure that cases move through the system efficiently. Service and action plans are driven by safety assessments and reflect the agency's best practices in addressing commonly-seen client needs.  

"Typically due to a larger number of aging adults, the demand for services grows an average of 10 percent per annum, putting increased pressure on staff and program resources," said Des Speed, CEO of Lagan.  "Lagan's Enterprise Case Management technology will enable Tennessee's APS agents state-wide to deliver better, faster service to citizens in need."

About Lagan

Lagan Technologies is the global leader in G2C (government to citizen) technology connecting government and citizens worldwide. It enables governments and citizens to communicate online, on the phone and on the move. With 200 public sector customers worldwide, Lagan helps local governments serve the everyday interests of more than 60 million citizens.

Lagan's solutions for CRM and Enterprise Case Management (ECM) have been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen-centric public services. Lagan ECM manages the interactions between citizens and government and provides full CRM support for a wide variety of government service delivery processes. Lagan's solutions have proven utility for state and local governments and offer a range of flexible delivery methods: on-premise, on-demand and hosted.

For more information about Lagan, please visit http://www.lagan.com and contact us at [email protected].  Keep up with industry news on Twitter at http://twitter.com/lagan_business.

SOURCE Lagan