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Voice of the Customer

The latest research commissioned by customer service specialists Kana which is being acquired by fellow vendor Verint reveals government agencies worldwide are at least one step behind consumer’s technology requirements.

 According to international public sector research by KANA, only half (52 percent) of government agencies and councils currently offer a self-service support route, and at best, these apply to less than one quarter of their services. The absence of self-help options places a huge burden on call centres and email management – and on the patience of citizens.

Addressing the need for successful online government initiatives, Kana has launched its latest version of its LAGAN Enterprise customer service suite loaded with new functionality to enable agencies to unlock the full economic benefits of “Digital First” channel shift strategies.

 The new offering marries KANA’s extensive experience in the government and commercial sectors. The result is functionality and expertise that governments need to improve customer service and reduce the cost to serve, along with the enterprise-grade scalability, security and ease of use that has long benefitted KANA’s corporate clients.

 KANA research also found that nearly one-third (31 percent) of respondents plan to implement additional Web self-service technologies in the next 12 to 18 months, less than one-fifth (17 percent) plan Web-based FAQs and only 16 percent a Web-searchable knowledge base. Two in five expressed hope that up to half of their services will be provided via self-service options in the next 12 to 18 months.

“The data shows governments are behind the curve on creating self-service options for citizens, but what they don’t recognize is how far behind they are,” said David Moody, head of worldwide product development for KANA. “Self-service capabilities are essential in any support strategy, but citizens are now looking beyond it to what might better be described as ‘selfish service’ – that is, services geared directly to each citizen’s preferred channels.”

 Staffordshire Council (through the Staffordshire Connects Partnership) are among the public sector organizations anticipating service efficiencies from new self-service and Digital First capabilities in LAGAN Enterprise.

 “We invest in KANA for their continuous help improving productivity and service experiences for our one million residents,” said Sander Kristel, chief information officer for Staffordshire County Council. “LAGAN Enterprise Web, mobile and social capabilities all support our goal for providing citizens superior service through innovative digital and cost-managed methods.”

 

 

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