In addition to the KANA Express announcement, another major announcement was made at the recently held KANA Connections 2012 conference. This time the customer is from the public sector, for which KANA offers the Lagan suite of products, including Lagan Express, based on Trinicom’s technology for midsize organizations. The city of Winnipeg (Canada) has selected the brand new Lagan Mobile application for citizens, offering residents the ability to access information and request city services from their mobile devices. Lagan Mobile is based on HTML, which is device independent.
Winnipeg will be the first Canadian government entity to leverage Lagan Mobile to support the integration of mobile as a channel for 311 services. Soon, concerned Winnipeg citizens (good Samaritans that they are) can report potholes, snow removal issues, graffiti, broken street lights, and other issues from a variety of smartphone mobile devices. The issues will then be logged in the City's Lagan 311 system and automatically routed to the relevant city departments, making it easier for constituents to connect with city government in near real time to streamline response times.
The Lagan back-end system enables the city to automatically respond to issues outside of traditional contact center business hours and communication channels in a more cost-effective manner. Service requests can include details passed such as photos, GIS location, and the specific attributes of the issue. Crucially, the report can be passed directly through to the service delivery teams without the need to re-key. Lagan Mobile supports the transmission of photos and GPS information to support the precise description and location of the issues in a format that Winnipeg's existing Lagan 311 system can track.
As local governments seek new ways to deliver better service at a lower cost, many are finding that mobile applications offer an opportunity to engage with citizens to enlist them to make communities safer, cleaner, and better places to live. Lagan Mobile is a cloud-hosted solution that allows citizens to take advantage of many of the features of smartphones to report issues as they move about their neighborhoods. There is the built-in ability for citizens to track their issues, without the need to call the contact center, which helps minimize call volumes. Intelligent routing, based on levels of authority and service delivery targets, ensures that issues are reported instantly to the responsible team for task execution.
TEC blog post (July 2012): KANA Software and Ciboodle Join Forces for Customer Experience Perfection
TEC profile: KANA Software