Skip to main content

Customer Service Solutions for Government and Public Sector



Government

Serving digital customers in an age of austerity

Deliver cost-effective customer service to your citizens anytime, anywhere

Challenges and Solutions

The public sector is facing unprecedented challenges as a result of the converging pressures of the digital customer and austerity. These two challenges have led public sector organizations to provide digital access to services as a way of not only giving their customers what they want, but also reducing their own cost of service delivery.

Achieve budget compliance

Since 2008, public sector organizations have faced significant budget reductions, some that will continue for the next few years. Hence, “saving money” is only one half of their objective. They must work out how to continue delivering their responsibilities while, at the same time, making further savings to be compliant with future budgetary years.

Meet customer satisfaction targets

Consistently achieving customer satisfaction targets that meet customer expectations typically improve public trust that tax monies are spent to achieve socially desired goals.

Achieve service delivery targets

Performance-driven public sector strategies put a focus on meeting service delivery targets. This challenge is particularly prevalent as open data initiatives often require publication on the Internet of an organization’s performance against service delivery targets.

Reach employee satisfaction targets

Public sector employee motivation has never been lower as a result of widespread staff reductions and the specter of more to come. Hence, this is a key focus of public sector customer service directors.

Earn re-election

Where the performance of public sector organizations impact the approval ratings of elected officials, the desire to be re-elected or achieve higher office can influence policies and budgets that support customer service delivery.

Are you achieving your goals to move more services to digital channels?

Customer Success

City of Buffalo

City of Buffalo

Read the case study »
Every week, the Division of Citizen Services takes data from KANA and lays it over a city map to better understand issues within city neighborhoods in order to prioritize our Clean Sweep program. Oswaldo Mestre Jr., Director the Division of Citizen Services
Cheshire West and Chester Council

Cheshire West and Chester Council

Read the case study »
By adding services into LAGAN, and into a single solution, we’re gradually expanding our ability to see the whole customer and can now evaluate our own performance far better. Peter Lloyd, Customer First Implementation Manager
Exeter County Council, UK

Exeter County Council, UK

Read the case study »
LAGAN ensured customer-facing staff were confident in dealing with a wide range of enquiries from day one. John Street, Head of Customer Service
North Yorkshire County Council and Craven District Council Shared Services

North Yorkshire County Council and Craven District Council Shared Services

Read the case study »
With the right information at hand at just the right time, advisors can focus on customers rather than get caught up in the system Mal Hill, CRM Business Analyst
City of Winnipeg

City of Winnipeg

Read the case study »
There was very strong direction and support from elected officials to literally have one phone number for the city. Melanie Swenarchuk, 3-1-1 Contact Center Manager
City of Fort Wayne

City of Fort Wayne

Read the case study »
Essentially we’re using our 311 CRM as an effective means for reporting our performance metrics—not just for our own department, but for all 311 department. The transparency we get from the KANA system has helped us identify opportunities to create new efficiencies. Julie Sanchez, 311 Call Center Manager
City of Boston

City of Boston

Read the case study »
As a part of our ongoing commitment to innovation and accessibility, we have built a solid foundation with KANA as our platform for success. Justin Holmes, Director of Constituent Engagement

Industry Verticals

Central / Federal Government

KANA solutions are used by multiple agencies of the UK Central government to deliver Digital First services to more than 63 million citizens and by more than 1,100 contact center agents of a US Federal Government agency to support over 300 million citizens processing millions of daily transactions.

Case study: HM Revenue and Customs
Download the case study

State Government

KANA can help State Government Agencies to build stronger relationships with constituents, customers, partners and vendors through their desired communication channels – phone, email, chat, mobile, social or the web. Our Enterprise product lines are designed to integrate with back-office systems, enabling a single view of your customer and automating adherence to policies and processes.

White Paper: Realizing the Value of Contextual Knowledge within State Agency Customer Support
Download the white paper

Health and Social Services

The delivery of public health and social services is significantly changing around the world. In the US, new health care exchanges blur the lines between public and private health insurance. In the UK, the privatization of health care is steadily rising. With investments in new eligibility, medical record and case management systems, KANA can pull disparate systems together into a single view of the customer, enabling consistent customer service across all channels.

Case study: LA County Department of Public Social Services
Download the case study

Local Government

KANA is the leading local government CRM software provider in North America, Europe and Australia powering over 200 local governments serving 57 million citizens. KANA is used to deliver services by 69% of Scottish councils, 50% of the top 10 Canadian cities. KANA solutions are enabling digital and mobile services that are dramatically reducing costs and creating new revenue streams.

White Paper: Overcoming the Barriers to Channel Shift: A Public Sector Guide
Download the white paper

Datasheet: LAGAN Enterprise CRM/311 for Local Government
Download the datasheet

Social Housing

More than 470,000 tenants already benefit from improved service powered by KANA solutions. Join the growing list of social housing providers that are improving their services, achieving efficiencies and proactively engaging with communities.

White Paper: UK Welfare Reform & CRM Technology
Download the white paper

Higher Education

KANA solutions for higher education enhance services and improve the university experience for more than one-quarter of a million students and 50,000 staff. They provide students and staff with quick, correct and consistent information and advice across all departments, faculties, campuses and colleges. Quickly implemented and easily integrated to student records, recruitment and other systems, they can deliver outstanding value to your university or college and improve your student experience.

Case study: Tilburg University
Download the case study