KANA CONNECT 2013 -
With LAGAN Web Self-Service, government agencies can easily offer personalized Web experiences that residents and businesses can use anytime to find information, and initiate and pay for services.
"Severe budget constraints and citizen demand for more transparency have forced governments worldwide to rethink how to manage many public services and do more with less," said
Governments have struggled to reap the benefits of Web self-service due to integration and security issues. Online and mobile services must be tightly integrated with front- and back-office systems to ensure information remains consistent across channels. Online services that are not properly integrated can defeat the purpose of channel shift -- inadvertently increasing the cost of service. Moreover, the lack of an appropriate security strategy -- one that makes services secure yet is not unduly arduous -- has thwarted online access to government services. Additionally, the advent of new device types, including Web-enabled tablets, phones and smart TVs, has exponentially increased these challenges.
Breaking Barriers: Online Services Made Secure, Accessible and Mobile-Ready
KANA Responsive Web design technology ensures LAGAN Web Self-Service is device- and operating system-agnostic, automatically optimizing content for viewing on a wide range of devices.
Through just-in-time authentication, citizens need only register and confirm their identity once to gain access to a wide variety of services. Furthermore, GIS integration supports Google Map display, and improves accuracy and efficiency of delivery for citizen service requests.
LAGAN Knowledge Management can be delivered as part of a LAGAN Web Self-Service solution so customers can retrieve an unparalleled quantity of ever-changing information about policies, regulations and services. This presents a significant opportunity to improve service experience and reduce the cost to serve, since up to 80 percent of face-to-face and contact center interactions are information requests.
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