Public sector omnichannel engagement launch
KANA Software, Inc has introduced a major new release of its LAGAN Enterprise customer service suite for public sector organizations.
The new version offers extensive functionality to manage escalating workloads and citizen expectations in an omni-channel era punctuated by severe budget constraints. LAGAN Enterprise empowers public sector entities to manage government and citizen interactions; improve service efficiency and speed of response; reduce the cost to serve; and eliminate information silos, all while meeting “Digital First” mandates.
Three New Applications Deliver Digital First Customer Service by Design
The first omni-channel Knowledge Management solution designed to meet the specific needs of public sector constituent service, LAGAN Knowledge Management features an all-new knowledge platform and user interface that offers improved speed, flexibility and easier knowledge-authoring. A new agent search user interface incorporates meta tags for search filtering and user ratings for content, and is designed to integrate seamlessly into any and all engagement channels.
Public sector field-service employees are the most costly resource of any government budget, and are often coordinated through ineffective paper or dispatch-driven processes. Leveraging the power of smart mobile computing to improve efficiencies, LAGAN Employee Mobile allows public sector workers to easily view, accept, update and close cases while in the field. Supporting iOS and Android, LAGAN Employee Mobile features a responsive design that adapts screen size to accommodate smartphones and tablet devices.
LAGAN Web Self-Service supports 24/7 year-round online self-service, enabling customers to find answers to queries via comprehensive Knowledge Management functionality on the Web.
Other new capabilities include:
Enhanced Case Management for Improved /Lower Cost of Service – New capabilities address a major source of waste and contribute to Service-Level Agreement (SLA) performance inaccuracies – misclassified cases – through a re-classification mechanism that enables the organization to re-classify cases for more timely and cost-effective resolution. Conservative estimates indicate 1 in 3 government service requests are misclassified due to inaccurate or vague information received, triggering added cycle time and expense, and preventing expedient resolution.
Enhanced Omni-Channel Integration for Improved Service Efficiency–Through an updated “event publisher” mechanism and a new Integrator Web Application (IWA), LAGAN Enterprise supports enhanced integration among back-office operations and the proliferation of digital channels that have become the de facto standard in today’s public sector service environment.
Enhanced Agent Desktop to Empower Call Center Agents –LAGAN Enterprise empowers call center agents to engage with constituents accurately, consistently and completely across all touchpoints. Additional features enhance email query productivity and compliance management on par with email solutions previously only available to commercial entities.
“The operating mantras across governments have been shaped into a well-worn truism: do more for less,” said Ovum analyst Nishant Shah. “It is the driving characteristic for the public sector’s operating context, whether in hard-hit agencies struggling with fiscal austerity or those that emerged from the downturn unscathed. However, long-term shifts in technology, economics, climate and geopolitics are forcing leaders to make a choice: begin preparing for the future or risk security lapses, an inability to compete for investment, and a generally decreased capability to support citizens.”
In the UK, Serco’s Global BPO public sector business anticipates leveraging LAGAN Enterprise where appropriate to provide value within its public service contracts, helping it to provide more efficient and productive public services, and deliver even more value.
“With a need to support our customers with innovative, cost-effective service delivery, we looked at the new LAGAN Enterprise functionality and were very impressed,” said Andy Bowie, head of e-services for Serco. “LAGAN’s dynamic knowledge base and processing has helped us design Digital First features that quickly provide citizens with the results and services they expect, while providing cost-effective solutions for our customers. We have used LAGAN to develop self-service portals, and know the expanded Web, knowledge and omni-channel management capabilities will inspire us to create even more efficient processes.”
“The new LAGAN Enterprise customer service solution was created with input from our more than 250 public sector customers worldwide, including many of the world’s largest and best-run cities, counties and award-winning local councils,” said James Norwood, chief marketing officer for KANA Software.
“The public sector has been ill-equipped to deal with the digital customer – until now. LAGAN Enterprise enables organizations to meet these demands while supporting service delivery to everyone, including non-digital customers.”