Lagan Agent Desktop provides government contact center agents with an optimized client for handling citizen contacts over the phone, by email and other channels.
Lagan Knowledge Management allows government organizations to quickly and consistently respond to citizen requests for information via the contact center and self-service channels.
This application allows government organizations to quickly and effectively provide citizen access to existing services via the web and provides benefits particularly for those government organizations seeking to commence Channel Shift strategies in response to budget challenges and citizen demand for online access to services.
Lagan Mobile allows government organizations to quickly and effectively provide citizen access to services while on the move. This enables citizens and government to work together to highlight and resolve issues more quickly than previously possible.
Lagan Open311 allows government organizations to seamlessly and efficiently connect compliant 3rd party mobile and web apps to their Lagan product suite implementation such that their issues can be passed directly to the back office for processing.
This application supports the process of collecting and analyzing information about all citizen interactions thereby supporting 'better' business decisions by making accurate, current and relevant information available to them when they need it.
The Lagan Platform's Experience Analytics capability supports a number of applications including the 'Voice of the Customer' which enables government organizations to distill insights from customer conversations on social channels.
In addition to the Lagan Platform's Integration capability, the Lagan product suite comes with a variety of pre-built integrations that deliver value out of the box.
Mayor Menino wants a direct connection to the voice of Bostonians. Find out how an iPhone/Android app for customer service is making that possible.
San Francisco handles millions of requests efficiently through every channel imaginable. Read how citizens benefit from the flexibility—the city budget from a fast ROI.
Toronto exceeded it's own ambitious service targets within six months of implementing our solution. Find out how Toronto provides its citizens with world-class service from the world's largest knowledge base.
Mobilizing Government - Improving Access to Services and Citizen Engagement
Government in both the UK and North America is under considerable pressure to identify savings while maintaining vital frontline services. Government is leading a revolution in digital public service delivery, to improve public service, by bringing them online, increasing choice, allowing greater control, and enabling personalisation of services. Read more
The Power and Possibilities of Open311: A New Era of Open Government
Open311 has emerged as a new, interoperable standard for communication between third parties and government. Strongly influenced by the Open Government Initiative of the Obama administration, the Open311 standard, pioneered and promoted by San Francisco and other key cities in North America, will allow developers to create applications based on this common standard, let citizens use their favorite applications, and provide cities streamlined integration of these applications into existing systems. Read more.
Contact Centers in the Age of Web 2.0 and all Things Social Media
As forward-thinking municipalities strive for ways to engage citizens in the management of their cities and counties providing access anytime, anywhere is critical. Be it from home or the office via their computers, or on the move through mobile devices, these new channels encourage community involvement, speed service delivery and reduce costs by enabling citizens to tap into various self-service options. As such, expectations are high for today's 311 contact centers where multi-channel access is becoming the rule with seamless access via email, text, chat and social media options including Facebook, Twitter and other Web 2.0 communication vehicles. Read more.
Balancing Human Services Agency Workflows - A New Era for LA County DPSS
The Los Angeles County Department of Public Social Services (DPSS) has been methodically and strategically rolling out a second customer service contact center to include a total of 3,000 district office workers and 245 eligibility workers / CSR's that exemplify the Virtual Front Office (VFO) concept pilot. By utilizing the contact center features of Lagan Enterprise Case Management™ for knowledge base, scripting and reporting with its existing eligibility system, LEADER, the Department can provide a seamless end-to-end customer service experience while realizing efficiencies with improved service access and delivery to its community. Read more.
Hampton, VA Pioneers 311 Contact Center Excellence
As local governments continue to get smarter about the way that their communities are served, CRM non-emergency contact centers are strategic to achieving the goals of better service delivery and improved inter-department transparency. With more sophisticated communication channels than ever before to engage citizens through social media, self service and mobile capabilities, the role of the contact center continues to expand with forward-thinking localities like Hampton, VA, at the front of the pack.
Boston's Breakthrough iPhone App -- Engaging Citizens Like Never Before
Learn how the City has taken its Lagan-powered Constituent Relationship Management (CRM) call center to new heights with the recent offering of its "Citizens Connect" iPhone app to further engage citizens in the management of their city. Designed by Connected Bits to enable citizens to report common non-emergency service requests including potholes, graffiti, streetlight outages, etc., this intuitive, free app empowers citizens to help improve their city from their mobile phones anytime, anywhere. Read more.
Knowledge is King in Baldwin County - A Call Center Case Study
Listen to the archived webinar, Knowledge is King in Baldwin County: A Call Center Case Study, to learn how Baldwin County, AL is delivering quality information and superior customer service through its call center. Knowledge is king in Baldwin County with an average of over 80% of its non-emergency calls per month consistently addressed with information in the Lagan knowledge base. Live and operational since July 2004, the Baldwin County Commission Call Center receives calls to over 200 government offices, agencies and departments into its central switchboard. Read more.
Saving Time and Money - A San Francisco 311 Case Study
A one hour, complimentary webinar featuring a case study on San Francisco 311, and its success using Business intelligence to achieve robust reporting and the recent the launch of web Self Service. Learn how the City is reducing costs in this tough economic climate through better data and more efficient citizen interaction with government.
Read more.
Overcoming the Barriers to Channel Shift
Government organizations worldwide are transitioning to online self-service as a way to deliver public services cost-efficiently through the channels citizens use in their everyday lives—smartphones, PCs, tablets, etc. Find out what's needed for a successful transition to new media. Read more
As human service providers face the prospect of replacing their aging and increasingly fragile information systems, numerous technology approaches compete for the mindshare of commissioners and CIOs. This paper explores lessons learned in human services technology solutions over the past thirty years and proposes criteria for future success. Read more
The Case for the Virtual Front Office
Faced with the challenge of replacing multiple aging information systems, each of which holds just a partial view of a family's situation, human service agencies are seeking ways to deliver better constituent service while renewing information systems in a low-risk, evenly paced manner. This paper explores the concept of the virtual front office, a powerful strategy for modernizing the delivery of human services while streamlining the way agencies engage with their clients. Read more
As CIOs puzzle over how to replace their legacy systems in an orderly manner, the problem of migrating their interfaces looms large. Faced with hundreds of interfaces that share no common data interchange standards, project planners are grappling with a tangle of dependencies. Read more
This paper examines the role of enterprise case management in helping government deliver on its mission of effective service delivery. It discusses the challenges government faces in coordinating case management across multiple departments and disciplines to deliver truly first-class constituent service, and outlines the key requirements of an enterprise case management solution. Read more
Lagan Service-Oriented Architecture (SOA) Overview
While definitions of SOA vary greatly, one thing is clear, solutions that embrace SOA are better able to deliver the scalability, interoperability and flexibility today's government agencies require. Lagan believes there are a number of key principles that make the SOA design pattern mandatory for the effective implementation of an Enterprise Case Management system. Read more
Analyst Report
KANA is Rated as Strong Positive in the Marketscope for Local Government CRM Products 2011.
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