Contact Center Solutions Featured Article

Three U.S municipalities in Northern California—Solano County; the City of Berkeley; and the City of Oakland—have selected the Lagan 311 non-emergency call center solution. Lagan is a provider of enterprise case management solutions that streamline the delivery of public services to constituents.

 

Lagan’s officials said that their company has teamed up with outsourcing services provider Affiliated Computer Services (ACS) to deliver a consolidated customer service center to Solano County.

 

The center is considered a key component of the Solano County Board of Supervisors’ goal to improve customer service. Along with processing citizen requests, the new center will use the Lagan 311 software to track performance trends in the delivery of services.

 

ACS is providing implementation services, including development of a knowledge database and service request workflow. ACS said that its employees will manage and staff the customer service center.

 

With Lagan 311 as a key technology component, the City of Berkeley has launched its “One Call Serves All” campaign as part of the City’s customer service initiative.

 

Thanks to the new Lagan- powered call center, agents will be able to field questions for general City inquiries, all Refuse and Recycling Services, City Bills, Parking Citations and Business Licenses/Vendor Permits. Also, Graffiti Abatement and Energy Efficiency programs will be added within the next 60 days.

 

Also, the City of Oakland has chosen Lagan to support the City’s Citizen Relationship Management (CRM) system to enhance responsiveness to citizen inquiries and requests.

 

“We are pleased to fuel this Northern California momentum to enhance service delivery to constituents with the recent selection of Lagan 311 by Solano County, the City of Berkeley and the City of Oakland,” said Tom Mazur, senior vice president of business development at Lagan.