SOURCE: KANA Software, Inc.

KANA Software, Inc.

May 31, 2013 10:21 ET

KANA Announces Global Customer Award Winners for Public Sector

Winners Represent the Foremost Government Service Organizations Demonstrating Innovation in the Delivery of Online and Multichannel Citizen Service

SUNNYVALE, CA--(Marketwired - May 31, 2013) - KANA Software, Inc., a global leader in customer service solutions delivered on-premises or in the cloud and used by more than 900 organizations worldwide, including many of the world's best known global brands and 250 government entities, today announced public sector winners for its KANA 2013 Global Customer Awards Program. The program recognizes organizations that are delivering the future of customer service through next-generation customer experience management and engagement to drive outstanding business performance, productivity and customer centricity.

"With public sector budgets continuing to shrink, more than ever we see technology innovation playing a critical role in helping public sector organizations implement transformation strategies designed to make significant cost savings across all services whilst continuing to deliver efficient services to everyone," said David Moody, head of Worldwide Product Strategy for Public Sector, KANA Software. "We are proud to announce the winners of the KANA 2013 Global Customer Awards Program, who are systematically driving innovation across all their services to empower both digital and non-digital customers alike."

The KANA 2013 Global Customer Award winners in the Public Sector are as follows:

Best Agent Experience Winner: Bolton Council
Serving more than 277,000 residents in the metropolitan borough of Greater Manchester, England, Bolton Council empowered contact center agent/customer service advisors to work smarter and serve its constituents better. Leveraging KANA Lagan Enterprise, Bolton Council reduced average handle time (AHT) across most of the 34 council services; the efficiencies achieved have enabled the council to recoup the equivalent time and labor of five full-time employees.

Best Citizen Experience Winner: City of Winnipeg
The city of Winnipeg, Canada, best exemplified how improvements to citizen experience can foster better, more-efficient government-to-citizen communications. The city leverages KANA Lagan Enterprise to support the handling of approximately 2 million inquiries annually -- 5,000 to 8,000 calls per day and 250 emails per day -- while providing optimum front-end service. Winnipeg 311 acts as a centralized resource and information assistance service for all citizens, providing a single point of contact for all city services and integrating seamlessly to support coordination among departments for faster call resolution and transparency to citizens.

The city of Fort Wayne was highly commended for its Best Citizen Experience. Serving more than 250,000 citizens through its 311 Fort Wayne Call Center with just six full-time employees, the city leveraged KANA Lagan technology to support the roll out of its First Performance Scorecard, harnessing customer data to establish baseline performance and ensure consistent high-level performance among its citizens.

Best Mobile Experience Winner: Cheshire West and Chester Council
Located in North West England, Cheshire West and Chester Council were recognized for Best Mobile Experience for use of KANA Lagan technology to support approximately 900 calls per month requesting permits to dispose waste at its Household Recycling Centers. The permit system was revamped using KANA Lagan Enterprise and KANA Lagan Mobile technologies to expedite online permit processing, and make site entry and related citizen information easily accessible via mobile devices. This enabled improved responsiveness to citizens' needs as well as more efficient and effective service operations.

Best Web Experience Winner and Technology Innovator of the Year Winner: Serco
Recognized for Best Web Experience and Technology Innovator of the Year was British government services provider Serco. Serco was retained by England's Hertfordshire County Council to book up to 300,000 citizens for its driver offender courses when deemed an option. Using KANA Lagan Enterprise, Serco developed a front-line portal for citizens to self-register and connect directly with the police national offenders' office to determine specific course requirements for the driver's offense. Serco was cited as Technology Innovator of the Year for its commitment and collaboration with KANA to develop and deliver innovative and creative solutions designed to improve customer service.

Channel Shift Champion Winner: Derby City Council
Winner of the Channel Shift Champion award was the UK's Derby City Council. Leveraging its KANA Lagan framework, the council supports 25 different services and manages 400,000 customer contacts through various channels, including its contact center, Derby Direct. Using KANA Lagan CRM and KANA Lagan Citizen Portal, customer inquiries were migrated to a self-service platform that can be accessed 24/7, having a marked impact on accessibility of constituent service.

Transformation of the Year Winner: Aberdeen City Council
Transformation of the Year Winner is Scotland's Aberdeen City Council, for its initiative to deliver local and national services to its 210,000 citizens using smartcard technology. Using KANA Lagan Citizen Portal, Aberdeen successfully transformed a paper-based application process for the overwhelming demand of its Accord Card to a self-serve program. Leveraging an online interface, webcam and photo capturing application, with a push of a button in the back office, customer data is electronically captured into the smartcard production database, which then sends an Accord Card directly to the citizen. Aberdeen also was highly commended in the "Technology Innovator of the Year" category for delivering innovative solutions in collaboration with KANA.

Global Customer Awards program judges consisted of KANA senior executives and technology industry leaders, including Joe Dignan, Chief Analyst, Public Sector, Ovum; Esteban Kolsky, Principal and Founder, thinkJar Research; and Mitch Lieberman, Managing Partner, DRI - Discover/Reinvention/Integration.

About KANA Software
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates. We provide on-premises and cloud solutions for large enterprise, mid-market and public sector organisations. By unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA solutions have reduced handling time and increased resolution rates at more than 900 organisations worldwide -- 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 @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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