Lagan Self Service allows government organizations to take advantage of the full potential of electronic service delivery. Governments can provide citizens with access to information and integrated services via the Web whenever is convenient for them – 24/7 – with no additional staff support.
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San Francisco 311 Self Service
- ROI: Less than 7 months
- Call Center volume drop: 10%
- Requests for service: 2,000/month in first two months
- Deployment time: 8 months
- Page views: 180,000 in first 2 months
Learn why San Francisco extended its Lagan 311 solution to
include Lagan Self Service in Mayor Newsom's address on
YouTube or download this case study and product sheet from
our Resource Library.
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In addition to the convenient anytime, anywhere aspect to the Web, it is also an extremely cost-effective method for service delivery. The online channel offloads calls to 311 so that more citizen inquiries can be handled with the same number of customer service representatives. Furthermore, Lagan Self Service can be configured by business users without the need for web development experience, speeding time to implementation and reducing development costs.
With costs per click much lower than costs per call, return on investment from Lagan Self Service is measured in months, not years. A study by Boston-based research firm, Gartner, on the Minneapolis 311 call center found a significant return on investment when residents used the Web instead of calling 311, which forces agents to log cases on the customer's behalf. The study found that each telephone call or email inquiry cost an estimated $4.50, while Web self-service cost 50 cents per inquiry. Once Minneapolis extended its Lagan 311 solution to include Lagan Self Service, 20 percent of cases were logged onto the city's Web site rather than the call center, which has saved thousands of dollars annually. Download this case study from our Resource Library.
Information can even be posted seasonally. For example, Lagan customer, the City of Fort Wayne, IN, posts leaf pick-up in the fall and weed removal in the summer. In addition, local governments looking for ways to support their response to the current economic crisis are finding that Lagan Self Service can play an important role. For example, the City of Minneapolis, MN has added information on economic development and job opportunities to its Lagan Self Service portal.
"We were seeing an increase of about 25,000 calls each month with no limit in sight—we couldn’t simply keep adding CSRs.” – Andy Maimoi, Deputy Director, San Francisco 311