Skip to main content

Online Government: Channel Shift

Online government for web savvy citizens.

As city and other governments move online, and engage with citizens on smartphones and in social media, they’re not just improving service but lowering the cost of delivering it. KANA helps make it happen with enabling technologies and industry experience that facilitate a channel shift in the public sector.

Boston’s smartphone app for reporting neighborhood issues strengthens citizen en

Make the most of your transition

Widespread access to the Internet—coupled with dramatic uptake in new consumer technologies—is creating opportunities to provide cheaper and better citizen services. It’s also driving demand for the convenience of “anytime” service in multiple channels and accessibility from a continuous stream of new devices. The immense benefits and proven results already seen in government organizations worldwide means channel shift no longer is a question of whether or not to, but of how best to.

As government agencies make the transition, many important considerations need to be made: Which channels are best for which types of services? How can government agencies provide the transparency needed to demonstrate results and accountability? And how is sensitive data kept secure despite access from a growing number of mobile devices?

KANA has extensive experience helping local governments and public service organizations determine the best strategy for their constituent demographics, with the accent on responsive and efficient service.

A holistic approach

LAGAN Web Self-Service software solution Web-enables your existing services, enables self-service in all channels and secure access from mobile devices. And by integrating all your service channels—the contact center, website, social channels and mobile access—with back-office systems, service handling is streamlined for front-line efficiency, while self-service greatly reduces demand for costly assisted service. It’s a holistic approach to channel shift—creating efficiency across traditional service channels and enabling effective service in new ones.

Proactive service measures, such as automated service confirmations and updates on case status, not only decrease inbound call volume, but also increase communication, service quality and, hence, citizen satisfaction. Smartphone apps for a wide variety of services, whether your own or third party, can connect directly to your service processes, maximizing citizen engagement and service efficiency while minimizing handling costs.

To transition effectively means understanding today’s citizen needs and tomorrow’s technological challenges. That’s why KANA emphasizes mobile access as an important factor in channel shift, but also realizes that not every citizen has gone or will ever go digital—the “digital divide” is a reality and must be accounted for through traditional channels optimized for  efficient handling.