Call Centers: Lagan Extends Growing North American Municipal Customer Base With Successful Lagan 311 Call Center Deployments For Three Cities
Lagan, a provider of enterprise case management solutions that streamline the delivery of public services to constituents, recently announced that three additional U.S. municipalities – Fort Wayne, Ind.; Brookhaven, N.Y.; and Yonkers, N.Y. – are successfully deploying its award-winning Lagan 311 non-emergency call center solution. The offering, which provides residents with quick and easy access to important public services while enabling governments to gain efficiencies and enhance service delivery, has been deployed by municipalities worldwide, most recently in San Francisco, Calif.; Minneapolis, Minn.; Hampton, Va.; and Hartford, Conn., among many others.
Launched in May, the Fort Wayne facility will initially provide information for the Solid Waste, Neighborhood Code, Parking Control, Street, Property Management, Sign and Signal Operations, and Right of Way departments. Additional departments, including Animal Control, Water Maintenance and Traffic Engineering will be added in the near future.
Ft. Wayne Mayor Graham Richard praised the benefits of the city's innovative public/private partnership with Lagan on June 14 at the official opening of Lagan's new North American headquarters in Bethesda, Md. "We are confident the citizens of Fort Wayne will find our new 311 call center an efficient and accessible program that will benefit our community," he said. "Providing excellent customer service assists us in our efforts to retain and gain quality jobs and provide the best quality of life possible."
In related news, Yonkers has replaced its legacy system with Lagan 311 to make communications with its administration more effective and secure. The city is planning to expand the call center to give its residents access to information on additional services. And Brookhaven, which did not previously have a 311 call center, has selected Lagan 311 and will expand the deployment with additional business intelligence enhancements for extended reporting. The reporting capabilities will help administrators more rapidly identify and respond to customer service problems.
"By choosing Lagan 311, Fort Wayne, Yonkers and Brookhaven have demonstrated their commitment to bring superior customer service to their citizens," said Lagan vice president Tom Mazur. "In each case, we are confident that their call center agents will now be able to off-load numerous 911 calls and resolve most inquiries via a single 311 call."
About Lagan
Lagan specializes in delivering world-class solutions that effectively and efficiently connect governments and people. More than 150 government agencies on five continents rely on Lagan's innovative, cost-effective enterprise case management (ECM) solutions for customer relationship management (CRM), 311 and human services. Lagan has received the Deloitte Technology Fast 50 Award each of the last five years in recognition of superior revenue growth. The only ECM provider dedicated solely to the government marketplace, in spring 2006 Lagan further enriched its human services expertise by acquiring Peter Martin Associates (PMA), a major U.S.-based human services solution provider. Today, Lagan's award-winning software is the choice for governments seeking a low-risk solution that delivers real value in record time. Founded in 1994, Lagan is privately held and employs more than 200 people worldwide.
For more information about Lagan, please visit www.lagan.com.
SOURCE: Lagan