July 18, 2012 11:30 ET

City of Minneapolis Deploys KANA Lagan Open311 in the Cloud to Mobilize Citizen-Centric Government

Designated Citizen-Engaged Community Continues to Innovate, Putting the Power of Mobile 'Point and Report' Application in Citizens' Hands

MINNEAPOLIS, MN--(Marketwire - Jul 18, 2012) - Officials from KANA Software, Inc., were on hand today to support the City of Minneapolis' newest initiative to improve citizen-focused service using a mobile application connected to the City's network over the KANA Lagan Open311 cloud infrastructure.

Introduced at a ceremony earlier today presided over by Minneapolis Mayor R.T. Rybak, the Minneapolis 311 Mobile App gives Minneapolis citizens the ability to self-report potholes, graffiti, broken street lights and other issues from a variety of smartphone mobile devices. The issues are then seamlessly logged in the City's Lagan 311 system and automatically routed to relevant city departments. The free-to-download Minneapolis 311 Mobile App is from SeeClickFix, and is iPhone, Android and BlackBerry platform compatible, making it easier for constituents to connect with city government in near real time to streamline response times.

KANA, a global leader in customer service solutions delivered on-premise or in the cloud, is used by more than 900 organizations worldwide, including 250 government entities around the globe, and is regarded as the leader in the 311 CRM space in the United Kingdom, Australia, and North America.

KANA and the City of Minneapolis have a long standing relationship; the city was the very first in the US to go live on Lagan 311 back in 2006. What's more, the City of Minneapolis has a long standing track record in pioneering exceptional 311 citizen services. In 2011, the City of Minneapolis was designated a Citizen-Engaged Community by Public Technology Institute (PTI), which recognizes excellence in multi-channel contact centers and best practices for the use of CRM systems, 311 services, web portal technology, telephony systems and mobile communications infrastructure.

And today, KANA and the City of Minneapolis are celebrating another key milestone -- as it is now the first government customer to leverage the Lagan Open311 cloud framework to support the integration of third party mobile application functionality.

Lagan Open311

As local governments seek new ways to deliver better service at a lower cost, many are finding mobile applications offer an opportunity to engage with citizens to enlist them to make communities safer, cleaner and better places to live. However, to make this vision a reality, data from third-party applications must be easily assimilated for use by government agencies in an automated fashion, without the need for costly or time consuming integration.

Lagan Open311 allows government organizations to seamlessly and efficiently connect compliant third-party mobile and web applications to their KANA Lagan product suite implementation, such that issues can be passed directly to the back office for processing. Lagan Open311 is built on the latest version of the Open311 specification and is maintained by KANA in the cloud to remain current with future upgrades of the Open311 standard when they are released.

Lagan Open311 supports the transmission of photos and GPS information to support the precise description and location of street-based issues such as potholes, graffiti and street light outages, in a format that an in-house system can track. It also provides the built-in ability for citizens to track the resolution of their issue, without the need to call the contact center, which helps minimize call volumes. Intelligent routing, based on levels of authority and service delivery targets, ensures that issues are reported instantly to the responsible team for task execution. The service is hosted by KANA in the cloud via the software-as-a-service model (SaaS), eliminating the need for capital expenditure on hardware or software.

The City of Minneapolis: Exceptionally Service-Centric

"We want to encourage every citizen of Minneapolis to use the Minneapolis 311 Mobile App to let us know how we can make the City an even better place to live, work, and visit," said Mayor R.T. Rybak. "Innovation around our 311 Center is at the heart of the City's efforts to improve responsiveness and transparency, while saving tax payers money," he added. "Since launching the Lagan 311 solution in 2006, the City answers between 1,000 to 2,400 calls per day on average," said City of Minneapolis 311 Director Don Stickney. "Not only does the new Minneapolis 311 Mobile App give Minneapolis citizens a convenient and efficient way to report issues, the Open311 integration enables the City to automatically and seamlessly respond to those issues outside of traditional contact center business hours and communication channels in a very cost effective manner."

"The City of Minneapolis' use of its new Minneapolis 311 Mobile App and Lagan Open 311 in the cloud is demonstrative of innovative thinking in cost effective citizen-focused service provision," said David Moody, vice president of product marketing, KANA. "As new and emerging technologies involving the web, mobile and social media arise, KANA is on the forefront to help local governments leverage these channels to support improved efficiency in responding to citizen needs."

About KANA Software
KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on-premise or in the cloud, KANA lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brands. 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 score (NPS) at more than 900 enterprises, including half of the Global 100 and more than 250 government agencies. KANA is based in Silicon Valley, California and has offices worldwide.

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Contact Information

  • Contact:
    Cecile Gregoire
    KANA Software, Inc.
    +1 650 618 4085
    Email Contact