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In today's digital age, mobile and web apps have arisen that allow citizens to 'crowd source' government issues, which many citizens assume have been sanctioned by government.
Unfortunately, in many cases they haven't been sanctioned by government, and worse, government isn't even aware of them or set up to transact with them efficiently, resulting in frustration for both the citizen and government.
The Open311 standard was created primarily to address this issue, providing an 'intelligent glue' that allows such apps to be connected to government seamlessly.
Lagan Open311 brings order to the chaos that these apps would otherwise bring to citizens and government, providing an implementation of the Open311 standard.
Lagan Open311 is part of KANA’s next generation self service solution that enables secure non-mediated access to government services across multiple electronic channels including the web, smart phone and Open311 APIs.
Whereas Lagan Mobile enables government to control access to their services and brand through their own mobile app, Lagan Open311 provides the same level of control, but with other mobile apps.
The growing number of 3rd party web sites and apps available to report government issues provides citizens with a choice they didn't even have a year or so ago - the ability to report issues using non-government procured systems. While on the one hand, this can seem to be a serious problem, it is clear that it provides citizens with choice, which provided it can be managed efficiently, is a good thing.
The Open311 standard is designed primarily for mobile use and therefore takes advantage of the common features of popular smartphones, using photos and GPS to support the precise description and location of street-based issues such as potholes, graffiti and street light outages.
The built-in ability for citizens to track the resolution of their issue, without the need to call the contact centre, helps minimize any impact on call volumes.
Seamless integration with the rest of the Lagan product suite guarantees that all requests bypass the contact centre. Intelligent routing, based on levels of authority and service delivery targets, ensure that issues are reported instantly to the responsible team.
As for Lagan Mobile, Lagan Open311 supports safer communities as it allows issues to be reported and resolved in real time.
Lagan Open311 is part of the Lagan product suite and is designed to leverage your existing Lagan-enabled processes and integrations. You can mobilize almost any existing Lagan processes, linking seamlessly with your existing system. (There’s no need to upgrade).
The app provides geographical information in a format that your in-house location-based GIS system will understand. This ensures that existing downstream processes will continue to work as expected and issues are pinpointed accurately.
And because it's hosted, you don't need any additional hardware or software and we run the service for you in the Cloud.
Lagan Open311 is part of a suite of Lagan self service applications that support Channel Shift strategies via the Web, Mobile and Social Media applications like Twitter and Facebook. They have been designed to help our Public Sector customers respond to the combined challenges of budget cuts and the increasing citizen demand for access to services while online and on the move