While government officials are often the object of derision by the people they serve, they do still have to manage a lot of information, as well as provide a lot of customer service. From the DMV to giving out permits, having a solid set of customer relationship management solutions is important to a large portion of government operations.
That's why KANA, late last week, unveiled Lagan Express out in Phoenix, AZ at the 98th Annual Conference of the International City / County Management Association.
Lagan Express is designed to help government mid-market users better manage relationships among customers. To that end, it offers a wide array of both knowledge management systems and contact systems – including several that use multiple channels – geared toward not only making customer contact more efficient overall, but both faster and more accurate.
KANA’s Lagan Express can be used as a chat client, an e-mail contact client and even a Web chat service to ensure that when customers have questions, they're likely to be answered by at least one available contact method.
Better yet, performance management, often regarded as one of the worst functions of government operations, becomes a whole lot easier with Lagan Express' array of recording and analysis tools, ensuring the best chance that the responses that go out of the offices of government are not only accurate, but professional.
Managers within different divisions also have a lot more room to make performance evaluations and ensure that the people are getting their tax money's worth.
Perhaps best of all, the return on investment period is surprisingly short, with many customers operational in less than three months, many operational in around eight weeks. That means that the service can get in play rapidly and start providing the return that taxpayers would hope would be made available from such an action.
With an election coming in just under a month, it's not surprising that government agencies would be looking for ways not only to improve service, but save money. KANA’s Lagan Express would look to do a pretty good job of either one of those functions, giving current administrations everywhere just a little extra help in the pursuit to keep their current jobs.
It may not be the answer to all the ills faced by the nation, not to mention those of individual state and local governments, but it certainly will go a long way to help.
Edited by Braden Becker