SUNNYVALE, CA — (Marketwired) — 07/25/13 — KANA Software is bringing the power of mobility to local government with , designed specifically to support the needs of employees in the field, whose efforts are paramount to keeping our cities clean, safe and running smoothly.
Mobile computing, while widely available for commercial enterprises and state and federal government to improve productivity, has not been easily accessible by local government employees until now. The new LAGAN Employee Mobile supports real-time, anywhere management of work orders resulting from 311 (non-emergency) calls reported by citizens. Examples include tree trimming, street and street light repairs, graffiti removal, and abandoned vehicles.
More public sector organizations are increasingly viewing all of their employees as customer service providers — an “everyone serves” approach that extends to field service workers who, with LAGAN Employee Mobile, can better assist the public during their normal course of business.
Field-service employees are the most costly resource of any government budget, and are often coordinated through ineffective paper or dispatch-driven processes, which prevent timely issue resolution. LAGAN Employee Mobile improves efficiencies for public works employees in the field, enabling workers to easily view, accept, update and close work orders while in the field on iOS and Android devices, including smartphones and tablets. The solution can accommodate large amounts of text, maps and other graphical elements required for pinpointing the exact location of work sites.
In May 2012, the 1105 Government Information Group launched a survey to better understand the use of mobile devices by federal, state and local government personnel. The survey results indicated development and use of enterprise apps will see 50 percent-plus growth rates during the next several years. Much of this focus has been spurred by the proliferation of tablets, which are seen as ideal for government case management and are expected to fall under the $300 for entry-level units this year.
“Mobility is ushering in new efficiencies for local government,” said David Moody, head of worldwide product strategy for KANA Software. “LAGAN Employee Mobile brings the power of mobility to Main Street in municipalities around the country and indeed the world; helping local governments tackle the day-to-day tasks that improve the quality of life for millions of citizens.”
LAGAN Employee Mobile helps public works employees easily create new cases without the need for paper forms or calling into a dispatcher. It-s as simple as creating a new case, marking the location on a map, attaching photos and closing out the case before leaving the site. They can also reassign cases to other departments or entities as needed. Real-time updates significantly reduce time to resolution.
Public works employees also will enjoy the efficiency of LAGAN Employee Mobile. Upon arrival to a site, they can check to see if their work order is in effect. If the case is closed, they are able move to their next assignment or add another by browsing through available cases.
LAGAN Employee Mobile can be used in wireless or offline environments. If there is poor mobile connectivity, employees can update existing cases and create new ones, and synch updates with once a connection is established. Should a device break or a battery run out, users can switch between devices by downloading the app and logging in using their LAGAN ID and password.
For local government agencies that have implemented mobile applications to support citizen engagement, leveraging LAGAN Employee Mobile to support improved collaboration for workers extends the mobility value proposition for end-to-end case management.
A long-time KANA LAGAN local government customer, the city of Minneapolis, plans to take advantage of the new LAGAN Employee Mobile solution.
“Last July, we introduced our Minneapolis 311 Mobile App for citizens,” said city of Minneapolis 311 Director Don Stickney. “And now many City public works employees are clamoring to have the power of mobile to support greater efficiencies in their work in the field. The LAGAN Employee Mobile solution will allow us to leverage mobility to enhance the speed and economics of service delivery.”
LAGAN Employee Mobile is available now as part of the latest LAGAN Enterprise customer service suite.
Interested in learning more? KANA will host a offering an overview of LAGAN Employee Mobile on Tuesday, July 30 at 11 a.m. EST. Click here for details and .
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with — and about — your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations. By unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter scores (NPS) at more than 900 enterprises — including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.
KANA is based in Silicon Valley, California and has offices worldwide. For more information visit , phone +1 800-737-8738, and follow KANA on Twitter .
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Contact:
Ryan Zuk
KANA Software, Inc.
+1 626 275 7625
Erin Lutz
Lutz PR for KANA Software, Inc.
+1 949 293 1055
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