A Division of KANA, announces Connect2Tell Web the latest self service module of its award-winning Local Government Solution.

Lagan, a Division of KANA, announces Connect2Tell Web the latest self service
module of its award-winning Local Government Solution.

Belfast, UK
May 03, 2011

News
 Lagan, a Division of KANA, today formally announced the latest release of Connect2Tell Web,
the self service module of its award-winning Local Government Solution

 Connect2Tell Web allows government organizations to quickly and effectively provide citizen
access to existing services via the web thereby:
Improving citizen trust and satisfaction and
Reducing the cost of service delivery
 Connect2Tell Web provides benefits particularly for those local government organizations
seeking to commence Channel Shift strategies in response to budget challenges and citizen
demand for online access to services.
 Many of Lagan's customers have implemented Lagan's self service module enabling them to
realize significant benefits including:
Oxford City Council which has achieved savings of over £112k pa for one service line alone by
shifting Council Tax payments to the web
City of York which has shifted 93% of student Council Tax discount applications to the web
City of San Francisco which has delivered savings equivalent to 4 full time employees
Module Highlights
 Business users can quickly web-enable processes through the use of a simple UI tool and no
need for specialist IT skills
 Leverages sophisticated process templates enabling a consistent and rich citizen experience and
minimizing the cost of ongoing maintenance.
 Leverages existing processes and integrations. Connect2Tell Web complies with Lagan’s “single
process, multiple channel” strategy, in that it web-enables existing processes and their
associated existing integrations if present.
 Integrates with the existing GIS system. Web-enabled location-based processes require GIS to
be presented to the citizen on the Web and Connect2Tell Web enables this with the support of
various GIS systems including Open Street Map, ESRI and Google Maps.
 No need to upgrade. Connect2Tell Web works with existing Lagan systems (Version 6.1 and
above).

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Commentary
 The latest Local Government Marketscope report from Gartner published in 2010 marks the
third successive time that Lagan has achieved the highest possible “strong positive” rating, the
only company to achieve this.“Connect2Tell Web is part of a family of Lagan modules designed
to respond to the challenges faced by our government customer base, particularly budget
pressures and citizen demand for on-line access to services” said David Moody, VP Solutions
Marketing of KANA Software. "In a time of austerity, public sector organizations across the
world are under pressure to continue to provide front line services but with reduced budgets.
Connect2Tell Web provides an important mechanism to help our customer base address these
challenges.”

Solution Availability
 Connect2Tell Web is available immediately.
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 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:
www.lagan.com
www.twitter.com/lagan_business
www.facebook.com/pages/Lagan-Technologies/174507632593437
www.kana.com

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Media Contact
UK: Alison Palmer, apalmer@Kana.com

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