Contact Center Solutions Featured Article

The City of Vancouver, Canada has selected Lagan, a provider of enterprise case management solutions that streamline the delivery of public services to constituents, to power its 311 Contact Center. The Lagan solution will enable the city to provide responses to citizen requests, track service requests and response times, and provide feedback to departments on incoming information and service requests.

 

The City of Vancouver's vision for its 311 Contact Center aims to provide the 590,000 residents of Vancouver with reliable, consistent citizen service. To realize the vision, the City of Vancouver aims to promote self-sufficiency by taking responsibility for the configuration of the system, its administration and for building and maintaining interfaces with third party systems.

 

"A single 311 access point and integrated multiple channel service delivery model is exactly what our city needs to better serve our citizens today and support our growing infrastructure for years to come," said Barbara Pearce, 311 business planning manager for Vancouver.

 

Vancouver's self sufficiency model is in lockstep with the inherent design of Lagan 311 which can easily be configured by city staff and seamlessly integrated with third-party systems. The result will be a "customer-oriented service" culture in which citizens can easily access the city and obtain the information and services they want in a timely manner.

"We are impressed by the progressive nature of the City of Vancouver and are pleased to power the City's enterprise-wide customer service initiative," said Des Speed, CEO of Lagan. "Lagan 311 is inherently designed to help the City of Vancouver deliver on its promise to achieve service excellence."

 

Lagan delivers solutions that effectively connect governments and people. More than 160 government agencies on five continents rely on Lagan's innovative, cost-effective enterprise case management (ECM) solutions for human services, 311 non-emergency call centers, disaster preparedness and integrated case management and eligibility.