September 26, 2011 08:00 ET

KANA Announces Self-Service Suite for Government

Lagan Connect2Tell to Help Customers Harness the Power of New and Established Service Channels

LONDON--(Marketwire - Sep 26, 2011) - Lagan, a Division of KANA Software, Inc. and the global leader in Government to Citizen Technology, today formally announced Lagan Connect2Tell, a suite of applications that support Government Channel Shift strategies via the Web, Smartphones and Social Media applications like Twitter and Facebook.

Lagan Connect2Tell enables citizens to interact with government organizations, via a broad range of self-service (non-mediated) channels, while online and on the move. The suite supports one of the five key government process interaction types: "Tell us about it" (the others being "Find out about it," "Book it," "Pay for it" and "Apply for it") delivering self-service capabilities across hundreds of processes ranging from reporting abandoned vehicles to raising a complaint.

Lagan Connect2Tell suite includes three applications: Connect2Tell Web, Connect2Tell iPhone and Connect2Tell Open311, with more planned. Common features include the ability for Lagan customers to:

  • Leverage established Lagan-configured processes and integrations without the need to upgrade.
  • Translate location co-ordinates in order to support existing GIS systems.
  • Provide citizens with the ability to monitor and track progress of their service issues.

Each application within the Connect2Tell suite is designed to enable citizens and government organizations to work together to highlight and resolve issues more quickly and efficiently than previously possible.

Connect2Tell Web allows Lagan customers to provide citizen access to existing services (integrated or otherwise) via the web. Web self-service is made quick and easy through the use of powerful templates and a simple web-enabling tool.

Connect2Tell iPhone allows government organizations to brand and deploy an app that citizens can download free and use to pinpoint issues while on the move. The app takes advantage of the features of the iPhone, using photos and GPS to support the precise description and location of street-based issues. Intelligent routing and seamless integration with Lagan enables problems to be reported instantly to the responsible team.

Connect2Tell Open311 enables Lagan customers to harness the power of the many Smartphone, Web and Social Media applications already being used by citizens to raise issues. Lagan has used the Open 311 Standard, developed in North America, to help customers minimize the risk of being overwhelmed by the diverse nature and sheer number of these Apps. This provides a simple mechanism for them to integrate seamlessly with existing Lagan installations.

"All over the world, governments are exploring how best to use the Web, Smartphones and Social Media in order to engage more closely with local communities and improve service experience. Lagan will continue to develop more software for government that will help our customers embrace both established and emerging channels to achieve this goal," said David Moody, co-founder of Lagan and VP Solutions Marketing at KANA.

About Lagan
Lagan, a Division of KANA Software, Inc., is the global leader in G2C (government to citizen) solutions connecting government and citizens worldwide. Lagan enables governments and citizens to communicate online, on the phone and on the move. With 200 public sector customers worldwide, Lagan helps local governments serve the everyday interests of more than 60 million citizens. Lagan's solutions for Service Experience Management have been designed to streamline the service delivery functions of government, enabling improved efficiency and more citizen-centric public services. Lagan manages the interactions between citizens and government and provides full support for a wide variety of government service delivery processes. Lagan's solutions have proven utility for state and local governments and offer a range of flexible delivery methods: on-premise, on-demand and hosted.

About KANA Software
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of their customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved Net Promoter Score (NPS) at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. For more information, visit

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

Contact Information

  • Contact:
    Vikas Nehru
    KANA Software, Inc.
    Email Contact