New Employee Mobile Solution Improves Efficiency for Public Sector and Local Government Employees in the Field

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KANA Makes Mobile Mainstream for Main Street; LAGAN Employee Mobile Improves
Efficiency for Public Sector and Local Government Employees in the Field,
Democratizing Mobile Computing

SUNNYVALE, Calif., July 25, 2013 – KANA Software is bringing the power of
mobility to local government with LAGAN Employee Mobile, 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.”

Fixing a Pothole? Now There’s an App for That

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 LAGAN Enterprise 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.

LAGAN Employee Mobile Supports Key Public Sector Initiatives

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 complementary webinar offering
an overview of LAGAN Employee Mobile on Tuesday, July 30 at 11 a.m. EST.
Click here for details and registration.

About KANA Software

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 www.kana.com, phone +1 800-737-8738, and follow KANA
on Twitter @KANAsoftware.

# # #

KANA is a registered trademark of KANA Software, Inc. All other company and
product names may be trademarks of their respective owners.

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