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KANA Helps City of Winnipeg Roll-Out Winnipeg 311 Mobile App
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KANA Helps City of Winnipeg Roll-Out Winnipeg 311 Mobile App

August 22, 2013
By Jayashree Adkoli
TMCnet Contributor

The city of Winnipeg, Canada, has deployed a new mobile app called as Winnipeg 311, which is based on KANA Software, Inc.’s LAGAN Customer Mobile technology.

As a provider of on-premises and cloud-based customer service solutions, KANA empowered the Winnipeg 311 app with its LAGAN Enterprise Customer Mobile, which provides users with the ability to quickly and easily launch a self-branded app that their customers can download at no charge, and use to report and track issues while on the move.

The 24/7 311 service, which was launched in January 2009 by the city of Winnipeg, has handled over 8 million calls and 230,000 e-mails from its downtown contact center.

Extending 311 services to out-and-about residents, the new Winnipeg 311 app allows the municipality's more than 663,000 citizens access information and request city services from their mobile devices anytime.

Precisely, the app extends the government-to-citizen engagement supported by Winnipeg's existing LAGAN Enterprise customer service system.

The city of Winnipeg is the first North American city to deploy LAGAN Customer Mobile.

Currently available for iOS and Android (News - Alert) devices via the Apple App Store and Google Marketplace, the Winnipeg 311 app facilitates customers to have two-way communication with their local government for reporting issues such as potholes, graffiti and street light outages.

According to sources, Winnipeg's mobile app introduction is expected to augment the city's stature as a forerunner in developing innovative and cost-effective community support programs.

"We congratulate Winnipeg on the city's launch of its Winnipeg 311 mobile application, and for its efforts to leverage mobile technology to better understand and respond to customers' needs," said David Moody, head of worldwide product strategy for KANA Software, in a statement. "LAGAN Customer Mobile will provide time- and cost-saving efficiencies that Winnipeg public servants and citizens can clearly measure, and create opportunities to reassign valuable resources toward additional city priorities."

The LAGAN Customer Mobile, leveraged by the city of Winnipeg, supports transmission of photos and GPS information for tracking issue fulfillment within Winnipeg's LAGAN Enterprise system.

Operating as Winnipeg's advanced 311 system, the LAGAN Customer Mobile even facilitates citizens to track resolution of reported issues on their mobile devices without needing to call the contact center. This ensures quick call center resolution and consistent support for citizens.

Edited by Ryan Sartor

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