Initially established in 1997 to off-load non-emergency call volumes from 911 services, 311 call centers are increasingly viewed as a gateway to government services and key to constituent satisfaction. Lagan 311 is a secure, scalable and high-performance solution designed specifically to meet the needs of 311 call centers. Constituents access a single number for all non-emergency service requests. Information is captured once and routed to the appropriate department for resolution. Pre-defined workflows, easy-to-use electronic forms, and scripts customized by departments ensure effective routing and consistent call-taking operations. And an easy-to-use scripting workflow tool means call takers can start using the system immediately with minimal training. Enthusiastic citizen response and increasing reliance on 311 has expanded the role of these call centers from a gateway to day-to-day government services to a
disaster-preparedness and response center in times of crisis.
Lagan 311 not only delivers departmental and municipality-wide efficiencies, it also improves constituents' access to services. Operators have rapid access to relevant, timely data through a powerful knowledge-based system and scripted information. As a result, callers receive quick and accurate responses, typically within seconds. A centralized repository records information on the caller and service request so that it can be documented and shared across the departments as needed. Should a specialist need to become involved, information already provided by the caller can be easily accessed, streamling processes and improving responsiveness.
Lagan 311 brings with it a new level of business intelligence that enables cities and counties to understand how services are being delivered and how resources are being used. Administrators generate reports to track a range of metrics including response time, resolution rate and types or service request. Governments use the insight gained from Lagan 311 reports for budget planning, identification of training needs and to ensure that constituents have access to the services most often requested. This data has also proven useful when applying for and tracking the use of grant money or other funds.
Lagan's award-winning 311 call center solution is deployed in cities, counties and councils around the world who are making tremendous strides in increasing service to residents. In just one example, the City of Minneapolis had launched its 311 call center on January 4, 2006 in an effort to better serve its community of more than 400,000 residents. The solution was quickly embraced and within the first year of using Lagan 311, the City of Minneapolis had:
- Answered 343,428 calls
- Created 61,720 cases with Lagan 311
- Improved first-call resolution from 60% to 72%
- Increased the contact center service level for the year to 90.3% / 20 seconds per call
Other 311 North American customers include: City of San Francisco, CA; City of Hampton, VA; City of Hartford, CT; City of Yonkers, NY; City of Fort Wayne, IN among many others. Learn more about Lagan customers. Learn more about how call centers can be leveraged for disaster preparedness and response.
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"Our new Lagan 311 system provides benefits on many levels, not only for city departments, but particularly for residents, who now have an efficient, streamlined way to access local information and services," said Minneapolis Mayor R.T. Rybak. |