City of San Francisco

Self-Service Pays Off
in 7 Months

There's no better time to focus on customer service than in challenging economic times. San Francisco proves it with an open, multi-channel approach to Government CRM.

The Challenge

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Lagan Local Government

The city of San Francisco has led the way in engaging with and serving residents in an open and accessible way, 24 x 7. From a call center, to a self-service website, to an ever-expanding list of communication channels, the city needed to ensure that the millions of requests for services and information received annually from every channel imaginable are quickly and cost-effectively processed.

In the Customer's Words

Support and technical capability from community developers and the IT community into the Open311 discussion are critical. Vendors like Lagan that provide native integration into Open311 strengthen the Open Gov movement and will help fuel its success.

Andy Maimoni
Deputy Director
San Francisco 311 Customer Service Center

The Lagan Approach

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Lagan's Local Government Solutions helped the city of San Francisco improve service delivery by managing interactions with citizens efficiently and inexpensively. The solution helps the citizens connect anytime, anywhere through communication channels of their choice: the contact center (phone, email, text, Twitter, Facebook) and self service (citizen portal on the web, mobile connected devices). Lagan's support for Open311 allows the city to add new channels so that 311 services are accessible to all citizens at all time on all platforms.

With Lagan Government Solutions powering its contact center, the city of San Francisco ensures service requests received through any channel are seamlessly and automatically integrated into the work order processing system and tracked through to completion