Public sector organizations face many of the same challenges to service delivery as commercial enterprises, often with greater scrutiny by the media and legislators—not to mention the public. Fragmented IT environments and shrinking budgets hamper government organizations’ ability to deliver access to services via multiple channels for the increasingly mobile citizen. A new approach to government CRM is needed to maximize the efficiency of existing IT infrastructures to meet evolving citizen needs, ever-changing public policy and security mandates, without the extensive drain on resources and lengthy deployment times.
The KANA Approach
LAGAN -- the customer experience management software solution from KANA -- streamlines the service operations of public sector organizations across departments, data and communication channels, increasing process flexibility and handling efficiency, and enabling better government-to-citizen communication.
By breaking down information and operations silos, the LAGAN solutions help make better use of your data resources and leverage your existing technology investments. Back- and front-office CRM and case management processes are streamlined to enable tracking and accountability and more-responsive government-to-citizen service. User-friendly tools enable managers to adapt processes quickly to meet citizen needs and policy requirements—without the laborious coding and costs normally involved.
By enabling CRM processes to transcend organizational boundaries, citizens and public services employees gain better access to information and service functionalities, such as case management. Much faster inquiry resolution times can be achieved, as well as higher first-time resolution rates, bringing the cost of government-to-citizen service delivery down and optimizing personnel resources.
LAGAN enables secure citizen access to government services and information in the channels citizens make use of in their daily lives. When convenience goes up, so does citizen satisfaction.
From waste management to crisis management, LAGAN solutions are improving CRM and case management handling in government—supporting the service delivery needs of government organizations worldwide.
KANA Solutions for Public Sector: