Offers Millions of UK Citizens a Unified Single Point of Contact
For Online Access to Public Services
eGain Communications Corporation (Nasdaq: EGAN), a leading provider of interaction management software, today announced that it has been selected by a major e-government initiative entitled LEAP (Life Events Access Project) to improve the quality and efficiency of the government-citizen relationship. The project will deliver seamless and consistent levels of customer service across a range of UK public services through the Internet and the call centre. The entire project will be powered by the knowledge management solution, eGain Knowledge.
LEAP, a £2 million part-government funded partnership project (Department for Transport, Local Government and the Regions), is a big step towards Tony Blair’s public facing vision of e-government. Initially involving five councils – London boroughs of Lewisham, Lambeth, Ealing, Camden and Newcastle City Councils - the project is intended to extend to all local UK government. It adopts a holistic approach to providing services online, based on a series of key ‘Life Events’ – having a baby, starting, changing or leaving school, changing employment status or starting a business, moving home, retiring, dealing with bereavement, becoming disabled, becoming a carer, dealing with crime.
Programme Manager for LEAP, Alan Davies comments, “eGain is helping us to realise our vision of the citizen as our customer, enabling them to access a wealth of services at their convenience through a standard Web browser. We are able to simplify traditionally time consuming and complicated processes that have required face-to-face contact with the customer, and translate that into a self-service and assisted solution that is intuitive and quick and easy to use.”
Designed with the novice user in mind each visitor to the site is taken step-by-step through simple targeted questions. Depending on their answers they will either be provided with further questioning or offered the most appropriate solution including information, an application form or a booking. The user is also provided with supporting information relevant to each stage of the interaction to guide the user. In addition should the user require assistance on another issue the system retains the information from the previous questioning and will not repeat the same questions again.
“For example, today people facing the trauma of a bereavement suffer the upheaval of contacting up to 26 different departments in some cases. LEAP aims to reduce this entire process to one simple interaction”, continues Davies. “And the interaction can take place at any time, day or night. Many other common interactions will experience the same benefit”.
“By using eGain Knowledge we can standardise information and processes providing a single unified point of contact for the customer. The system maintains a record of every user session, the questions asked, and how the issue was resolved. So we can evolve the knowledge base to continually improve customer satisfaction. Working with eGain we are well on track to fulfil the Governments objective to supply customer services electronically by the year 2005,” concludes Davies.
Ease of administration for rapid implementation and maintenance was a principal factor in the decision to choose eGain. Each council has a project manager responsible for the development of specific ‘Life Events’. Using eGain’s case-based reasoning approach to knowledge management each ‘Life Event’ is developed in a standardised manner and is externally validated. eGain Knowledge centralises information from each of the ‘Life Events’ into a single point of access for the user.
Vice President of International Marketing at eGain, Ryan Rosenberg comments, “The government/citizen relationship has often been viewed as negative and one reason was the cost of delivering quality service. This project uses new technology to dramatically improve service without raising costs. Government can now ‘afford’ to treat citizens as customers.
And since the technology enables the sharing of life event best practices across multiple councils, improved service by one council benefits citizens of all councils.”
LEAP has a working relationship with UK online (a Government initiative to get everyone in the UK to make the most of the Internet), and the Office of the e-Envoy. Its progress is being watched by councils throughout the UK with a view to establishing the project as the foundation for developing the government-citizen relationship online.
LEAP [Life Events Access Project] is a £2million project of which £1.2m is government money from the Invest to Save programme. It is a partnership project involving five councils – London boroughs of Lewisham, Lambeth, Ealing, Camden and Newcastle City Councils. LEAP aims to utilise knowledge management in order to improve service provision to customers. The LEAP consortium will use new information and communication technologies to develop services to best meet the needs of customers and clients.
About eGain Communications Corporation
eGain (Nasdaq: EGAN) is a leading provider of Interaction Management software for the Internet. Selected by 24 of the 50 largest global companies to transform their traditional call centres into multi-channel contact centres, eGain solutions measurably improve operational efficiency and customer retention - thus delivering a significant return on investment (ROI). eGain eService Enterprise - the company's integrated software suite - includes applications for email management, Web collaboration and self-service, and enterprise-wide knowledge management. Headquartered in Sunnyvale, Calif., eGain has an operating presence in 18 countries and serves close to 800 enterprise customers on a worldwide basis - including Vodafone, DaimlerChrysler, and ABN AMRO Bank.
To find out how eGain can help you gain customers and sustain relationships, please visit http://www.eGain.com or call the company's offices London: +44 (0) 1753 464646; - United States: (888) 603-4246; or Sydney: +612 9492 5400.
Further information on eGain and LEAP - including interviews and photography is available, please contact either Graham Thatcher or Juliette Doel at MCC International
Tel: 01753 464646
Graham Thatcher/Juliette Doel
MCC International Ltd
Tel: 01962 888 100
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