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KANA Government Customers Win CIO 100 Awards

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July 26, 2012

KANA Government Customers Win CIO 100 Awards

By Rory Lidstone, TMCnet Contributing Writer

On-premises and cloud-based customer service solutions provider, KANA Software, has congratulated a few of its government customers for achieving award recognition. In the United States, the City and County of San Francisco and the City of Boston were selected as CIO 100 Award winners for "supporting citizen engagement for better government service."

Celebrating its 25th year, the CIO Award program recognizes 100 organizations which have demonstrated the creation of business value via the innovative us of IT – in the cases of San Francisco and Boston, KANA IT. Both the City and County of San Francisco and the City of Boston are to be recognized at the CIO 100 Symposium & Awards Ceremony at the Terranea Resort in Rancho Palos Verdes, California, which takes place from August 19-21.

The City and County of San Francisco has been selected for an award for the San Francisco 311 Customer Service Center, which allows residents of the area to engage with their local government at any time. The system relies on the aid of KANA Lagan's Government Solutions and improves service delivery by managing interactions with residents via phone, e-mail, text, Twitter (News - Alert) or Facebook.

The service center also offers self service by way of a citizen Web portal or with mobile devices.

The City of Boston, meanwhile, is set to win an award for its Citizens Connect app for iPhone (News - Alert) and Android, which enables 24/7 access to services for citizens as well as better community integration.

Using Open311, the app lets citizens report service issues around the city, such as potholes, graffiti and streetlight outages. The app is integrated with KANA Lagan's Government Solutions, which routes service requests directly to the appropriate department.

"These government entities are on the leading edge of citizen engagement," said David Moody, vice president of product marketing at KANA. "We congratulate their award-winning use of technology to successfully deliver access to services via multiple channels to increasingly mobile citizens."

KANA Software itself was also recently selected as a finalist for the 2011 TMC Social CRM Award for its SEM Experience Analytics software.

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Edited by Braden Becker

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