Lagan Public Sector

Overview

KANA Lagan is specifically designed around the challenging data management and integration requirements of the Public Sector and as such delivers a powerful blend of case management, business process management, knowledge management, real time analytics and social media capabilities.

Proven integrations with a wide range of back-office systems makes the streamlining of services possible across multiple departments. This provides consistent, relevant and timely information to your front and back office teams.

These capabilities and integrations are accessible through a variety of channels to both employees and citizens, who can connect how they want, when they want.

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Overview

Key Capabilities

Unique Difference

KANA is the leading local government CRM software provider in the UK, North America and Australia. The Lagan product suite has received the highest possible rating by Gartner for an unprecedented four years running in its Local Government Marketscope.

Built for the way the Public Sector operates, the Lagan product suite goes transcends the contact center by also supporting online government services initiatives that utilize the web, mobile and social media, for example. As a result, our customers can accelerate their channel shift strategy in order to deliver improved service at lower cost.

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Trusted by over 200 government agencies worldwide.

Designed by industry experts

The Lagan product suite was built by a team of industry experts with hundreds of years of collective experience in customer relationship management, service delivery and government agency leadership. Our customers realize the value that expertise brings and are our best advocates.

Self-Sufficiency

Self-sufficiency is a core philosophy that underpins the development of every Lagan application. This ease of configuration frees business users from a reliance on IT as it enables them to quickly tailor their implementation and respond quickly to changes in citizen or regulatory demands.

Our customers value the benefits that our self-sufficiency approach brings. Helping them minimize Total Cost of Ownership, reduce Time to Value and maximize Return on Investment.

Market leading

The Lagan product suite has received the highest possible rating by Gartner for an unprecedented four years running.
Strong history of successful deployments — on time and on budget — for more than 200 government customers

Thought leading

Industry visionary with local government applications for new social media, smartphone apps and other citizen service channels
At the forefront of the Open311 initiative (open government)

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Unique Difference

Architecture

Key Capabilities

The Lagan product suite delivers a powerful blend of case management, business process management, knowledge management, real time analytics and social media capabilities.

Proven integrations with a wide range of back-office systems makes the streamlining of services possible across multiple departments. This provides consistent, relevant and timely information to your front and back office teams.

These capabilities and integrations are accessible through a variety of channels to both employees and citizens, who can connect how they want, when they want.

Taken together, the Lagan product suite not only enables public sector organizations to deliver cost efficiencies but it also enables you to give your citizens what they want.

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Designed for Public Sector

The Lagan product suite roadmap has been focused exclusively on the Public Sector since 2001.

As such, it uniquely reflects the drivers, culture and challenges of government.

Empowers business users

The Lagan product suite has been designed from 'day 1' to empower business users to make changes to the system without an over reliance on their IT department.

Examples of this include Lagan scripts, cases (processes) and codebooks.

Implemented without coding

The Lagan product suite is implemented without coding empowering the customer to make changes to the system (both business and IT users) thereby reducing their reliance on implementation partners.

Designed for integration

The Lagan product suite is designed for integration supporting many different types of business processes required in the Public Sector, including:

Computer Telephony Integration (CTI), supporting voice, email, SMS and many other channels
Customer Data Integration (CDI) / Master Data Management (MDM), supporting the creation and maintenance of 'one record, one customer'
Street / Property Search, supporting the identification of a street or property record using commercial gazetteers
Location Search, supporting the identification of a point on a map that relates to an issue, for example
Back Office System Integration, supporting both the creation of issues in the appropriate back office system and passing updates back into the Lagan system

Single platform supporting all Public Sector verticals

All KANA's Public Sector applications utilize the same Lagan product suite.

One major benefit to this approach is that all KANA's Public Sector customers benefit from each product enhancement made to the Lagan product suite.

Designed for flexibility

Lagan is architected according to Services Oriented Archiecture (SOA) principles enabling a range of benefits including the ability to use best of breed open source components such as the Spring open source framework and Lucene.

Quality Built In

KANA actively seeks out customer input to its product's roadmaps including the Lagan product suite. It does this through a range of mechanisms including the User Summits, Advisory Groups and face to face meetings. This ensures the Lagan product suite continues to be relevant to the issues facing our customers.

The Lagan product suite is developed according to Agile principles which includes continuous feedback and automated (unit, integration and scale / performance) testing thereby ensuring quality is maintained in an ongoing basis.

Scalability

The Lagan product suite has been proven to scale to very high levels on low-end hardware.

This is maintained through an ongoing comprehensive performance testing program.

Standards-based

The Lagan product suite is compliance with a range of important and relevant standards including:

W3C standards: Web Services Description Language (WSDL), WS-BPEL, BPEL4People, XML Schema (XSD), eXtensible Stylesheet Language (XSL), HTML5
Those particularly relevant to the Public Sector: Section 508 (ADA), W3C-WAI 'AA', BS8766 (UK 'people' standard), BS7666 (UK 'property' standard)
Java Standards: Java Message Service (JMS) API (JSR194), JAX-WS, AXIS

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Overview

Architecture

Architected for the Public Sector, the Lagan Product Suite comprises 3 main "layers" shown opposite: the 'Platform Components', the 'Reusable Business Processes and Components' and 'Applications'.

The Lagan Platform provides the functionality shown within the Platform Components layer which supports the execution of business processes within the other layers. Learn more.

The Reusable Components & Business Processes layer hints at the product's Services Oriented Architecture (SOA) design, as it shows that business (data) objects, processes and forms (for example) can be built and reused across different applications. Learn more.

Finally, the top layer enumerates the various Applications within the Lagan Product Suite which leverage the capabilities from the lower layers. These are detailed below.

The Lagan Platform provides the functionality shown within the Platform Components layer which supports the execution of business processes within the other layers. Learn more.

The Reusable Components & Business Processes layer hints at the product's Services Oriented Architecture (SOA) design, as it shows that business (data) objects, processes and forms (for example) can be built and reused across different applications. Learn more.

Finally, the top layer enumerates the various Applications within the Lagan Product Suite which leverage the capabilities from the lower layers. These are detailed below.

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Case Management

All processes within the Lagan product suite are initiated by a 'case' which is managed by this component. Supporting both manual and automated processes, this component supports multiple categories of process types along with sophisticated classification, relationship management and Service Level Agreement (SLA) mechanisms. Case Management enables the support of a wide range of business processes, including: the reporting of a service failure, making a complaint and requesting a service.

BPM for Customer Service

This supports the modelling and execution of very sophisticated processes including those that incorporate both manual and automatic steps.

Content and Knowledge Management

A large part of public sector interactions are related to getting information and this component supports the efficient handling of these related interactions. Supporting all user types, including citizens accessing services from their home computer and employees in the public sector organization contact center, this enables the quick location of information and related services.

Experience Analytics

This component provides continuous, real-time and deep textual analysis of massive amounts of both structured and unstructured textual information from social media to direct customer communication channels including online feedback, email, surveys and chat.

Real Time Analytics

Enables the data held within the Lagan product suite to be analyzed, this component enables trends to be identified and performance to be measured as well as providing an enterprise reporting capability.

Business Objects

A powerful foundational enabler for the Lagan product suite, this component is responsible for storing and organising the data that the Lagan product utilizes, whether the master data is stored locally or in an external system. It comes pre-configured with some key Public Sector business objects such as Individuals, Organizations, Streets and Properties, but it also supports the creation of additional business objects. Further, it supports the modelling of complex, multi-dimensional relationships between business objects.

Security and Audit

The Security component is responsible for controlling who can access the Lagan product suite and what they can do when accessing the system, including down to the level of individual data fields. This features an industry-standard LDAP-integration (supporting both authentication and authorization capabilities) and use of Access Control Lists (ACLs) which enable, for example, security to be applied to instances of data.

A related component, Audit provides automatic auditing of all activities in the system supporting risk avoidance, compliance and security strategies. Highly configurable, performant and granular, this supports the most stringent auditing requirements.

Integration

This component comprises a wide range of open interfaces which support a wide range of business processes. This performs a particularly important role in the Public Sector where, to maximize the benefits to the government organization, systems like the Lagan product suite must be integrated with many existing systems.

Channel Management

The truly effective pubilc sector organization must be able to communicate with citizens through any channel, including telephony, internet, fax, email, white mail, SMS, face-to-face, mobile and social media. It also needs to be able to understand the best use of each channel for each transaction type and be able to prioritise channels depending on personal preference and processing efficiency considerations. The Lagan product suite provides just such an effective channel management solution enabled through this component.

Single View of Customer

This component supports the management of a single view of a customer or citizen through supporting integration with 3rd party Master Data Management (MDM) systems or through the use of its own Single View of Customer (SVC) application.