July 26, 2012 08:00 ET

KANA Congratulates Government Customers Around the Globe for Award Recognition for Citizen-Centricity

Local Governments Recognized for Enabling Citizen Engagement Through KANA Lagan Solutions for the Public Sector to Deliver Better, More Efficient Constituent Service

SUNNYVALE, CA--(Marketwire - Jul 26, 2012) - KANA Software, Inc., a global leader in customer service solutions delivered on-premise or in the cloud, and used by more than 900 commercial and public sector organizations worldwide, today congratulated several of its government customers on their achieving award recognition for supporting citizen engagement for better government service.

KANA customers the City and County of San Francisco and the City of Boston were selected as CIO 100 Award winners. The CIO Award program, celebrating its 25th year, recognizes 100 organizations that have distinguished themselves by creating business value through the innovative use of IT. Both the City and County of San Francisco and the City of Boston will be recognized during a gala awards dinner and ceremony at the CIO 100 Symposium & Awards Ceremony, being held August 19-21 at the Terranea Resort in Rancho Palos Verdes, Calif. Complete coverage of the 2012 CIO 100 awards will be online at on August 1 and in the August 1 issue of CIO magazine.

Both cities are leveraging KANA technology to become more citizen-centric and service oriented. The City and County of San Francisco has led the way in engaging with and serving residents in an open and accessible way, 24/7 with the San Francisco 311 Customer Service Center. With the aid of KANA Lagan's Government Solutions, the City of San Francisco improved service delivery by managing interactions with citizens efficiently and effectively through any communication desired: the contact center via phone, email, text, Twitter or Facebook; and self service via a citizen web portal or mobile connected devices. All customer requests received through any channel are seamlessly and automatically integrated into the work order processing system and tracked to completion.

The City of Boston's Citizens Connect iPhone/Android app has enabled 24/7 access by citizens to services and better integration with the community. With the support of Open311, the app allows citizens to report common service issues including potholes, graffiti and streetlight outages from their mobile phones anytime, anywhere. The solution is integrated into KANA Lagan's Government Solutions so that the service request is routed to the correct department. Users are given a tracking number and are automatically notified when a service request was completed and closed.

Additionally, North Ayrshire Council in Scotland was named a finalist at the Scottish Digital Technology Awards held in Glasgow last month. The annual Scottish Digital Technology Awards celebrate the very best in Scotland's digital technology industries and highlight growth, innovation and export earnings achieved by a range of businesses across the industry.

The Council was recognized for its launch of the nation's first integrated "Report It" smartphone app, enabling citizens to report problems while on the go; this was part of an initiative to introduce mobile services to citizens as part of a strategy to transition to more cost-effective channels that promise better, more efficient service and modernization of government-to-citizen service delivery. The "Report It" smartphone app powered by KANA's Lagan Mobile Solution, enables smartphone users to report issues such as illegal dumping directly to the Council. Integrated with the Council's back-office and CRM system, the app routes information to relevant staff, connecting directly from the citizen to the back-office -- completely bypassing the contact center -- which, in turn, enables more efficient handling of issues and lower administration costs.

KANA, used by more than 900 organizations worldwide, including 250 government entities around the globe, is regarded as the leader in the 311 CRM space in the United Kingdom, Australia, and North America.

"These government entities are on the leading edge of citizen engagement," said David Moody, vice president of product marketing, KANA. "We congratulate their award-winning use of technology to successfully deliver access to services via multiple channels to increasingly mobile citizens."

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 brand. 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
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