Lagan Enterprise Service Definitionx

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Nov 12, 2013 (3 years and 7 months ago)

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KANA
EMEA He
adquarters

Concourse II

Queens Road

Queens Island

Belfast BT3 9DT

Tel:
028 9078 8300

Fax: 028

90
78

8339

Web:
www.kana.com




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Lagan Enterprise Service Definition
Detail


















Author:

Mike Hobson

Mhobson@kana.com





3
March 2013



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KANA Response Document

Management Summary

This document provides detailed
information for three requirements of the ITT:



Detailed responses to the service definitions for the Enterprise Case Management solution
that Lagan is proposing for the G
-
Cloud Procurement Vehicle per requirement Q
-
D1 in the
ITT spreadsheet.



Details

to
support
ALL

questions
Lagan is responding to in the
ITT

per the requirement in
Q
-
G5
.



Pricing

Enterprise Case Management (ECM) (Lot 3


SaaS, Category: CRM)

Overview of G
-
Cloud Service

The

Lagan
Enterprise Case Management (ECM) customer relationship managem
ent (CRM) platform
includes the infrastructure components and user applications through
which
Government
Contact
Centre agents,
staff
, and supervisors use to

manage customer interactions
.
Exhibit 1

provides a
tabular view
of the
major
components of the La
gan
ECM solution.

Typical CRM Requirements


Lagan Solution Components


Contact Cent
re

and Staff
Applications



Agent Desktop




Lagan Desktop
-

Light


Location
-
enabled process and GIS
integration



Lagan ESRI GIS Adaptor


User, Group, and Role based
functional and data security



Lagan Configuration Studio



Lagan Enhanced Security (option)


Call scripting and agent
automation



Scriptflow

Call Scripting Guide



Service request creation, use and
management function



Configuration Studio



Agent Desktop




Lagan Desktop
-

Light



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Typical CRM Requirements


Lagan Solution Components


Knowledge Base



Lagan Knowledge



Lagan Knowledge (
Web
Self
-
Service)


Citizen transactions and channel
shift (Mobile)



W
eb Self Service



Connect2Tell
iPhone (Also proposed as a
separate Lot Category)


Reporting and analysis for
performance management



Lagan Business Intelligence (BI)



Multiple channel contact centre
integration



Multi Channel Contact
Centre

(MCCC)



Lagan CTI Interface (option)


Enterprise application integration
and interface



Lagan Enterprise Integration
Toolkit (EIT)
(option)


Ease of Configuration



Configuration Studio


Secure hosting through private
-
cloud data centre

System Maintenance and
Upgrades



Managed Services

Exhibit
1.

Components of the Lagan
ECM
Product

At its
core
,
Lagan
ECM

provides the functional areas that will enable
Councils and the Government

agencies to exceed the level of service that is expected
. The
functional areas are listed below, with a
brief overview of the components that provide the structure of the proposed
common agent
desktop component:

Agent Desktop

The Lagan
Agent Desktop

offers a functionally rich interface, designed specifically for
Call Agents
.
The
Agent Desktop
includes all of the information necessary for a comprehensive customer
interaction
, incl
uding:



Call
script
ing



GIS
map and location
integration



Service Request Database



Citizen and Citizen Contact History



K
nowledge base



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Email integration



Electronic Intake forms



Optional CTI (telephony integration)

These and other features serve to quickly se
rvice a citizen’s request and automatically route a service
request to the proper individual or work queue in the back office.
Exhibit
2

below provides a
screenshot of EWS, the ‘Customer Service Guide’ in the upper left pane that directs encounter
scripts
, and the main screen area that pre
sents context
-
specific screens
.


Exhibit
2.

Lagan
Agent Desktop

.

Call Scripting

Lagan’s Script
flow module is possibly our great
est product differentiator related to usability.


Scriptflow provides encounter scripting
functionality (Process Guides) that supports an interaction
(e.g. telephone call or face to face conversation) between a user and a citizen. Scripting workflows
guide the user both prescriptively and descriptively, prompting them with questions to ask, wh
ile
providing them with supporting information (e.g. a service request SLA) and the appropriate screen to
review and record data (e.g., web page, map, a screen on an external system or website, or a service
request data entry screen). Scripting provides
an effective way of encapsulating processes


whether
informational, service
-
based, or other


that the orga
nis
ation uses, and provides the flexibility and
local control required to change those processes as required.


In short, Scriptf
low

promp
ts

the use
r with guidance on what
action to perform in the system as well as
what to say to the customer. It also:



Automatically perform
s

system tasks, such as
displaying

screens, classifying the call, and ending
the interaction



significantly reducing clicks, erro
rs, and call handling time



Prompt
s

the user with guidance on what to do inside Lagan
ECM
,



Provid
es

supporting information at the right time
,



Standardizes processes used within the organisation,



Reduces the length of agent training.



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The upper left hand
box of EWS, called the Customer Service Gui
de, is shown below in
Exhibit
3
. In
this screen, the script is guiding t
he agent to verify the caller’s address and telephone. The
individual’s record has already been selected and displayed by the script, and ke
y information has
been blended and accentuated into the script to provide focus for the agent. With this information
confirmed, the script will continue to the next step, perhaps to capture the details of a service
request
.



Exhibit 3.

Lagan Call Scripting

No other solution can provide the breadth of functionality and configurability made available by the
Scriptflow feature which in turn reduces training costs, reduces interaction time (by focusing on
reduction of clicks and mouse movem
ent), and improves system usability.

Service Request Management

Lagan ECM provides several critical features to ensure that service requests are fulfilled effectively,
including structured data (by way of eForms), pre
-
configured default and preferred wor
k queues, and
notifications and escalations.
In Lagan
ECM
, a service request is triggered
when
an interaction
is
classified as one with
a business process definition. As an integrated desktop application, EWS
guides a user toward such a classification in

various ways:



Scriptflow


the path of a guided script culminates in a specified classification, thus triggering
a new request.



Knowledge


a Knowledge article includes an embedded link that, when clicked, will initiate a
new request.



GIS Map


an ESRI
map includes a layer of Lagan ECM service requests in the selected
region, and a user may pinpoint a specific existing request and link the interaction with an
existing request (and thereby avoid duplication).




By Hand


a user may simply classify the inte
raction by hand or click a button to start a new
service request.



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In all cases, each service request is dispatched to a work queue, and as such, routed to a
departmental user for review, re
-
allocation, and fulfilment, or perhaps to an external system by
wa
y of Lagan’s Enterprise Integration Toolkit.
Exhibit
4 depicts EWS used to generate a service
request through the guidance of Scriptflow.


Exhibit 4. Service Request using Scriptflow.

Lagan ECM supports the following service request attributes or
supporting functions:



ScriptFlows



Classification



Business Process Definition, including



Work Queue (both internal resources and external systems)



Default Priority and Severity



Service Level Agreement (case and task level)



Notification Rules at Case Creatio
n and Case Closure



Escalation Rules and Escalation Handling Roles



Case Tasks, Task Lists



eForms (for data capture)



Audit Trail Events



Case Management Support, including



Correspondence Templates (via email or letter)



Business Rules

Let’s not overlook how
Lagan ECM, as a real
-
time, integrated system, provides current information to
all parties involved. A service request called in by a citizen, for example, will be dispatched to a
department for fulfilment. As that worker updates the service request recor
d (e.g. adding a note,
attaching a picture, closing it, etc.), this information is available both to contact centre agents and
citizens (via a self
-
service web site) in real time.



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Lagan Desktop
-

Light

Lagan Desktop
-

Light

is optimized for use by the back

office to manage service requests. VO is
used to update and manage Lagan
ECM

service requests
by

provid
ing

key functions to facilitate the
fulfilment of requests, including:



Handling multiple requests in b
atch, including ‘taking,’ closing and reallocati
ng



Notes and File attachments



Correspondence templates to send letters and emails to citizens or colleagues



Service Request linking to create associations between requests (i.e. duplicates)



Exporting and Printing lists to PDF, Excel, and other file format
s



Bar
-
code fields to scan service requests



Location or Citizen Contact History



Numerous specific service reques
t handling features, like search, update, reallocate



Audit trail of activity, including when and by whom.

Governments may also offer Lagan Deskto
p
-

Lightusers access to other Lagan features such as GIS
maps, Knowledge Base, messaging, and embedded access to external applications.
Exhibit
5 below

illustrates a list of service requests in VO to be taken by a worker for fulfilment.

The checkboxes n
ext
to the unique Reference number can be ticked to batch handling, the column titles can be clicked to
sort accordingly, the blue links can be clicked to see detailed information and data in bold alerts the
user to overdue requests. Breadcrumbs make navi
gating VO easy.


Exhibit 5
.

Lagan Desktop


Light
Service Request Handling
.

Multi
-
Channel Intake

Lagan provides exceptional support for managing contact with citizens through various means,
including telephone, face
-
to
-
face, email, text, fax and letter. While most people may be inclined to call
a contact centre to ask a question or submit a service re
quest, Lagan ECM provides robust self
-
service capabilities for knowledge searching and service request creation and tracking. Moreover,
Lagan has been at the forefront of leveraging cutting edge technology to reach a new subset of the
population at ease w
ith new devices and channels. Specifically, the City of Boston in the USA was
the first to provide citizens with an iPhone app; San Francisco has accepted Tweets from citizens and
now has a Facebook app for submitting requests. In sum, Lagan covers the b
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citizens and governments may wish to communicate with each other, using a single, integrated
platform.

Knowledge Management

Lagan’s
fully integrated
Knowledge solution ensure
s

that citizens receive accurate and consistent
informatio
n
that is geared toward the appropriate audience (contact centre agent or citizen via self
-
service). Its

natural language search capabilities allow the

user

to do a search using the same
language used by the

citizen

without having to categorize the inform
ation or know what department is
responsible for
the content of the solution
.


Using Lagan’s Knowledge Self
-
Service option, the public can ask the questions themselves without
agent guidance and at any time. Indeed, Knowledge delivers robust security to
restrict access to
knowledge articles as needed, and can be configured to deliver an internal and external answer to a
question within the same document


further reducing administrative overhead.

Since K
nowledge functionality is completely integrated within Lagan
ECM
, the solution provides for a
seamless transfer from
inquiry

to the initiation of a service request,
making it easy to go from citizen
question to municipal action. For example, a knowledge a
rticle that provides information about bulk
waste pickup may be configured to include links to initiate a request to pickup certain items
. These
capabilities
can be

provided both to the
s
ervice
a
gent
, back office departmental user

and

even

to
the
c
itizen c
ontacting
the City
-
Parish

through the web.


Lagan Knowledge

can spider existing pages for content as well as allow a jurisdiction

to
create new
knowledge in

the system (as FAQs or Alerts), enabling comprehensive knowledge management
workflow for a custo
mer service solution. An FAQ screenshot example is in Exhibit 6. For example, if
a citizen asks a question that is not available on any pages of a jurisdiction website, a customer
service staff member can easily create and publish a knowledge document fo
r citizens and agents to
access directly from the Knowledge Base to improve the call centre’s first call resolution the next
time a similar question is asked.

NOTE: Knowledge is tightly integrated within Lagan ECM platform. We are also able to
provide is
as a stand
-
alone solution.




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Exhibit 6
.

Integrated Knowledge Self
-
Service
.

Lagan Knowledge also comes with a dynamically
-
generated Top Documents list to cover the hot
topics of the day/week/month. The most

frequently offered answers are automatically presented to
users, based on dynamic ranking of queries raised by all users. This minimi
z
es the need to manu
ally
construct and manage a list, as is illustrated in
Exhibit 7

below.


Exhibit 7
.

Knowledge Base w
ith Top Documents




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Information Capture Tools and Processes

To best handle requests or service, the City
-
Parish needs a tool that can capture the data relevant to
the specific request.
Lagan eForms is a feature
-
rich electronic forms

core feature unlike any

other on
the market

that offers the ability to closely manage how users capture information to ensur
e
completeness and consistency.
Lagan eForms is tightly integrated with the Lagan
ECM

platform
which means it is simple to use in the context of case mana
gement processes. In addition, these
capabilities are provided both to
internal users
and to the Citizen interacting with
a Council

through
the web for functions such as submission and status checking of service reques
ts.

Lagan eForms that are part of a co
ntact centre agent’s workflow are shown in the Agent Desktop .
These eForms become a part of the service request record which the department user can review
while using the Lagan Desktop


Light to complete their tasks. The data on the forms is modelled
and
stored in structured database columns and tables, and is readily available for reporting purposes.

Lagan eForms that are launched from
a Council’s own web portal
can be pre
-
populated with
available
information about the citizen, property and street
,

et
c.


This saves time for the user who is
filling in the form, as key information can automatically be included in the service request.

Indeed,
this data can come from external systems, so that the profile of information is not limited to the
current interaction or customer.

eForms are easy to use and easy to build (a standard course is 2 days in length and oriented toward
business, not
technical users), include a full profile of field types (date, RTF, dropdowns), support for
style sheets and various business rules. Moreover, reusable pages and page groups can be
implemented to simplify eForm maintenance and provide consistency to the u
ser across all service
request forms.

Lagan Self
-
Service will enable Service Request
s
to be
web
-
enabled

for citizen self
-
service

using the
same eForms approach, which allows a Council or Central Government organisation

to identify the
processes that shou
ld be accessible to citizens on the web.

The use of
eForms as
templates enables
processes to be web enabled with minimal effort
, while producing consistent, attractive, and easy
-
to
-
use screens
.


Exhibit 8

provides a set of screenshots of
Lagan self
-
servic
e eForms, which demonstrates how Lagan
Self
-
Service integrates with a jurisdiction’s customer service website
. The ordering of the
screenshots demonstrates how a user reports a request for service via the web
.



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1. Landing Page

2. Property / Location
Search



3
. Enter Service Request Info

4
.
Review and Submit

Exhibit 8
.

Lagan
Self
-
Service eForm

Data Capture Example
.

There are many benefits to this approach, not the least of which is providing to citizens essentially
the same service request data
capture elements and workflow as a contact centre agent. Rather
than simply generate an email of unstructured data to a department, Lagan’s self
-
service eForms
provide structured data and can utilize the same business process definition (work queue alloca
tion,
SLA, tasks, etc.) as used by call takers. Some additional advantages include:

eForms as process
templates

The use of eForms as process templates allows organisations to refine and optimize
their processes at a fraction of the cost that would be
incurred if they managed them
on a custom, standalone basis. This should not be underestimated


process templates
are designed to exploit the inherent commonality in local government processes while
at the same time allowing for tailoring, i.e. the “best

of both worlds”. And with
commonality comes the opportunity to make refinements that are instantly realized
across all the web
-
enabled processes that use them.

Location enabled

Self
-
service eForms can include a GIS map for service location specification

and
refinement. The ability to be precise about the location can generate savings in many
ways including the cost of fulfilment.

Citizen progress
notification

Provides citizen with confidence that request has been raised and completed without
recourse
to obtain a status update via other channels reducing avoidable contact.



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Secure progress
tracking

Reduces avoidable contact by allowing the citizen to be kept informed of progress
when they wish to request such updates.

Branded Mobile Application


Connect2Tell iPhone

NOTE:
Connect2Tell iPhone is tightly integrated within Lagan ECM platform. We are also able
to provide is as a stand
-
alone solution. We have included it as a Lot 3 SaaS, Unlisted Category
service.

Connect2Tell iPhone, as the name
suggests, allows citizens to use their iPhone to submit and track
service requests. The solution allows citizens to take advantage of many of the features of the
iPhone to quickly and accurately report issues in their local area. Details passed within t
he report
include photos, location pinpointed on a map, and the specific attributes of the issue. Crucially, the
request, like those generated on the web or in the call centre, can be passed directly through to the
service delivery teams without the need
to re
-
key. However, the iPhone app adds mobility to the
equation by allowing citizens to report and track requests while on the move. This enables citizens
and government to work together to highlight and resolve issues more quickly than previously
possi
ble. Exhibit D
-
9 illustrates the iPhone application in action:









Exhibit
D
-
9
: Lagan Connect2Tell
iPhone

Lagan customers were some of the earliest adopters of iPhones as a customer service interaction
channel, and Connect2Tell iPhone is unique i
n its flexibility. Specifically, a jurisdiction may easily


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brand the presentation of the app, but also define and modify which service request types may be
included in the app. Specific features include:

Available as a free
download

Citizens can download

the application for free via the Apple iTunes AppStore application
that is installed on all iPhone devices

Customer
-
branded
application

Customers can name the application and choose the application launch icon that is
displayed on the Smartphone home scr
een. The user can also specify an image that is
displayed on the application splash screen on start
-
up.

Secure, e.g. Encrypted
message delivery
(HTTPS)

Ensures individuals cannot impact the integrity and reliability of the installation. The
application
communicates with the mobile server over HTTPS with an authentication
scheme that helps prevent malicious scripts from flooding the system. Communication
between the mobile server and Lagan also uses HTTPS and secure authentication schemes.

Configurable
operational processes


Provides a mechanism to surface existing operational processes that are already configured
in the organisation’s Lagan deployment. Where these processes utilize Lagan case forms or
Lagan eForms the customer can decide to present one

or more of the form fields to the
citizen.

Asynchronous
communication

Guarantees all messages get delivered securely and reliably. Service requests are queued
should the Lagan installation be unavailable (e.g. for planned maintenance) and will be
resynchronised automatically when system is back on
-
line.

Geo
-
tagging of
incident locations

The application leverages the Smartphone GPS technology to ‘geotag’ the incident
location; the user also has the option to refine this location as appropriate.
Co
-
ordinates
supplied by the Smartphone can be translated into a desired projection.

Graceful enforcement
of geographic
boundaries

A geographic boundary is configurable so requests received from outside a Council’s
jurisdiction can be detected and
disregarded. Citizens that create requests from outside
the boundary will receive a notification on the device indicating that the incident is outside
the area of responsibility for the Council.

Privacy

Actual device identifiers are cryptographically
encoded on the client; this allows the mobile
server to track and facilitate updates without revealing the citizen’s unique device
identifier.

Real
-
time case status
notification

The citizen receives 2 real time notifications of case status via updates directly to their
Smartphone.



Report creation confirmation notification that includes a reference number



Fulfillment notification when the underlying case is closed

Feedback
Mechanism

Citizens can give feedback via the application.

No mobile signal
dependency

If a mobile signal is not available, requests will be automatically stored on the device and
will be asynchronously transmitted when the signal is available.

Seamless
integration
with existing Lagan
processes

Works with existing operational processes configured in an existing Lagan instance
eliminating the need to re
-
key requests in the contact centre and in the back office (where
integration is already present).

Comprehensive Search and Contact History

Lagan
ECM’s Search

allows

users
to search on service request, person and property
characteristics

and history

that are stored in t
he system.
Case searching and contact history are standard features
of Lagan
ECM

tha
t allow users to quickly see the history of activity for a citizen or a locatio
n, and drill
into the details revealing all of the interactions and cases associated to people and places. Users can
filter this list by type of request, active status and date
, and pinpoint those cases relevant to the


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current interaction. The citizen history of requests becomes a vital part of contact centre workflow,
in order to eliminate duplicate requests or to speed follow
-
up actions.

The
Contact History
also shows all of
the service requests linked to a specific location. Users can
filter this list by type of request, active status and date, and pinpoint those cases relevant to the
current interaction. Moreover, users may create and save their own Contact History filters
, which
will display certain records, grouped and sorted in specified ways, and they may toggle between the
Contact History of a selected individual to the contact history of a property or location in that list.
Exhibit


10
shows a number of service reque
sts created
at
a given location
.


Exhibit
D
-
10
.

Contact History View
.

Duplicate Service Request Identification

With the tools available to the Call Centre Agents in the EWS, contact centre u
sers can identify
duplicate service requests
quickly during the intake process using the
ESRI map viewer, case search,
and contact history
. This duplicate identification process is driven by the ScriptFlow Call Script that
proactively prompts the agent with steps to avoid potential duplicates.

Dup
licate identification is a flexible mechanism and uses key attributes of the request to ensure
accuracy, such as:



Existing requests from the same client, indicated in a recent contact history list, for similar or
identical service requests or interactions.



Example
: A
Missed Rubbish Pickup

request made by the same caller on two consecutive
days may be a duplicate re
quest.



Existing requests at the existing location, either at the property itself or on the street or block,
indicated in a contact history or an existing case search, which indicates similar or identical
requests



Example: A
Pavement Defect

at 11 High Stre
et, and a
Pothole

at the corner of Avon and
Westgate, may actually be the same request.



Visually using the ESRI GIS map viewer, which shows the agent the existing service requests in
the vicinity of the citizen’s new service request location.



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Example: Man
y different calls regarding a
Traffic Light Outage

at the 600 block of Mews
Place may be reported in a short period of time, by different clients, handled by different
agents, yet all of them are related to the same light

If the intake process identifies t
hat a citizen is calling about a duplicate request, d
uplication can be
avoided by linking
the

active interaction to an existing request, or mitigated by linking two existing
requests together (for example, because of ‘
multiple reports’
)
.

In this way, the

citizen’s interaction with the Council or Central Government Authority is recorded,
but the servicing organisation does not incur waste related to servicing a duplicate request. The
Lagan ECM solution provides these powerful duplicate detection and preve
ntion mechanisms in
support of the best practices for government customer service solutions.

Geographic Location Capability

Lagan
ECM

provides outstanding
support for geo
-
enabling

processes. Lagan’s integration with
GIS

is
integral to
the Lagan
ECM

platf
orm, making it easier to provide GIS and mapping capabilities in the
context of government CRM processes. Lagan’s
ESRI GIS

integration can present cases, streets,
properties in conjunction with additional GIS
layer information

in a way that delivers signi
ficant
benefits
to

contact centre and departmental fulfilment
processes.


In addition, the capture of
geographic information with each request

provides the ability to

report and analyze service request
data to

identify trends
to help
users to make critical

business and planning decisions.


Lagan ESRI GIS Adaptor
:
The Lagan ESRI Map Adapter provides map support for geo
-
enabled
processes using the ESRI ArcGIS Server platform. Unlike other GIS solutions, Lagan’s integration with
the customer’s ESRI ArcGIS Ser
ver leverages a Council’s investment in GIS inside the Lagan ECM
platform, making it easier to provide GIS and mapping capabilities in the context of CRM processes.

Lagan’s ESRI
GIS
integration can present
service request
s

on a map
, in conjunction with additional
GIS
layer information

such as streets, properties, intersections, or other jurisdiction assets,
in a
unique
way
to enrich the interaction with the citizen, enable the call taker to accurately locate the
service request loca
tion, and help the fulfilling department perform their job with higher efficiency.

In addition, the capture of geographic information with each request

provides the ability to

identify
trends
to help management

to make critical business and planning decis
ions.

From a technical perspective, the Lagan ECM provides information about its service requests to the
ESRI toolset that in turn exposes it as part of a custom map service. Lagan provides a Map Viewer to
render and manipulate the map and service requests

delivered by this map service.

In this example below
(
Exhibit 11
),

Lagan’s Script Flow has guided the agent through the process of
identifying the caller and selecting the street on which the pothole or missed bin resides. Script Flow
has popped the Laga
n ESRI Map Viewer which automatically focuses on the identified location and
presents any cases of the same service request type to the Agent.



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Exhibit 11
.

GIS as Part of the Service Request Process
.

Reporting and Analysis

Our fully
-
featured Business Int
elligence

(BI)

product suite provides highly enriched and interactive
views of operational data to help users gain deeper business insight and make better and faster
decisions. It provides all of the key Business Intelligen
ce capabilities required by the b
roadest range
of users in a government enterprise.

Traditionally, the problem faced by most orga
nis
ations is not a lack of data, but a lack of ability to
turn that data into meaningful information. Lagan Business Intelligence (BI) aims to solve this
proble
m by providing analysis, reporting and data mining capabilities. It helps orga
nis
ations answer
some of the questions that are commonly asked of them, such as
:



“How are we doing?”



“What is going to save us time and money?”



“What will help us to improve ser
vice to citizens?”



“What government directives do we need to comply with, and are we?”

To address these and other questions,
the
Lagan Business Intelligence (BI) product suite provides all
of the key Business Intelligence capabilities required by the
broadest range of end users in an
orga
nis
ation, including operational reporting, ad
-
hoc analysis, and executive dashboards. Lagan will
provide a Physical Data Mart (PDM), OLAP cubes, and over 50 out of the box reports and
dashboards, based on industry bes
t practices. Some examples of the available reports are shown in
Exhibit

12 Lagan Analytics Capabilities
. Additionally, because the Lagan BI Data Mart is built using an
industry standard database, the
reporting
data and OLAP Cubes can be accessed by thir
d party
reporting
tools, such as Cognos. In this manner many cities have leveraged their existing expertise in
report construction, management and distribution to take advantage of the report oriented data
structure of the
Lagan ECM Physical
Data Mart.



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Trending Analysis based on
business views of underlying data
model

Geographical Heat
-
map rendered
in Cognos by service request
density data from Lagan (source:
Minneapolis 311

CRM
)

Subscribe to automatic report
distribution


Exhibit 1
2.

Lagan
Analytics Capabilities
.

Information Assurance


Impact Level (IL)

The Managed Services (MS) team has not received any formal accreditation in regards to Information
Assurance and the associated Impact Levels. The Managed Services teams operates our hosted
Managed Services offering based on industry best practices which has been based on the ITIL
methodology, with each of our data centres being SAS70 Type II certified both in the US and EMEA.
The MS team has been thoroughly vetted by each of our customers IT

organisations and we are quite
confident that we can meet any of the Impact Levels, as outlined below, per the individual
requirements of the UK government and/or associated councils.


e
-
Authentication

Assurance Level

e
-
Authentication Requirement

Level 1



Requires the claimant prove, through a secure authentication protocol that he or
she controls a single authentication factor to provide some assurance that the same
claimant (who may be anonymous) is accessing the protected transaction.

• Little or no
confidence exists in the asserted identity.

• Cryptography is not required to block offline attacks by an eavesdropper.

• No identity proofing is required.

Level 2



Requires the claimant prove, through a secure authentication protocol that he or
she controls a single authentication factor.



Confidence exists that the asserted identity is accurate.

• Approved cryptography is required to prevent eavesdroppers.

• I
dentity proofing procedures require presentation of identifying materials or
information.

Level 3



剥煵ir敳⁴ 攠elaim慮琠tr潶攠e桲潵杨 愠ary灴潧ra灨ic pr潴oc潬⁴桡琠桥 潲⁳桥
c潮瑲潬s⁡ mi湩mum ⁴ 漠慵瑨敮tic慴a潮⁦慣瑯牳
i⹥., m畬瑩
-
f慣瑯爩⸠T桲敥h
kinds of tokens may be used: “soft” cryptographic tokens, “hard”
cryptographic tokens, and “one
-
瑩m攠ea
ssword” device tokens. The claimant


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e
-
Authentication

Assurance Level

e
-
Authentication Requirement

must unlock the token with a password or biometric, or must also use a
password in a secure authentication protocol, to establish two
-
factor
authentication.

• High confidence exists that the asserted identity is accura
te.

• Approved cryptography is required for all operations.

• Identity proofing procedures require verification of identifying materials and
information.

Level 4



Requires the claimant prove through a cryptographic protocol that he or she
controls a mi
nimum of two authentication factors but only “hard” cryptographic
tokens are allowed.

• Very high confidence exists that the asserted identity is accurate.

• Strong, approved cryptographic techniques are used for all operations.

• Requires in
-
person appearance and identity proofing by verification of two
independent ID documents or accounts, one of which must be current primary
Government picture ID that contains applicant’s picture, and either address of
record or nationality (e
.g., driver’s license or passport), and a new recording of a
biometric of the applicant.

Backup/Restore and Disaster Recovery

Lagan is a network distributed application that runs as a range of discrete sub
-
systems. As such,
system
-
wide failures of the s
olution are extremely rare, even on a single Application Server instance.
Failures on the database layer should be guarded against through a robust database maintenance
and backup policy, which is provided as standard through the policies and procedures o
f the Lagan
Hosting service.

The Lagan hosting model uses multiple application servers are distributed over different physical
servers (in order to guard against hardware failures), with either hardware or software
-
based load
balancing across those serv
ers. In this configuration, Lagan’s stateless architecture will allow clients
to link to a working version of the required software allowing very high levels of resilience to be
achieved.

Lagan is also a very robust system at code level and can handle dat
a exceptions proficiently. The
Lagan EWS interface is incredibly resilient and will remain online and intact if it loses connection
with the application server (obviously it will not be able to send and receive data), but once that
connection is re
-
establ
ished the EWS is ready to use again without the agent having to log out and
back in.

Lagan supports failover topologies at the web server, web application server and database layers
(full redundancy) and supports infrastructure components that can be used
to implement a Disaster
Recovery plan. These components can be manual, partially automatic or fully automatic failover
options.



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Lagan can include in its hosting service the ability to switch the service to a disaster recovery site.
This process typical
ly requires around 6 to 8 hours and is set up for the core capabilities of Lagan
ECM and (if taken) the SEM Knowledge option.

On
-
board and Off
-
boarding

The Lagan Global Consulting Services (GCS) team will engage with each of our new customers to
fully un
derstand both their business and technical requirements, at which time a dedicated project
team will work with the customer to complete the LAGAN ECM deployment.

The team will work closely with the Managed services (MS) team to coordinate environment buil
ds,
with the MS team working directly with the customer’s IT and security teams to fully understand the
council’s requirements. The team will be full engaged as needed throughout the project deployment,
with a knowledge transfer taking place post go
-
live a
nd all associated support activities being handled
by the MS team.

If the council were to determine that they did not require our hosted services, then the MS team would
work with the council(s) to provide a full export of their PROD data, per the LAGAN
ECM data
schema, that would meet the requirements of the council. Once the data had been exported and
delivered to the council(s) utilizing a secure protocol and signoff for acceptance of the data had been
completed, the MS team would proceed to cleanse an
d delete all instances of the deployment within
our hosted environments.

Pricing

A typical price configuration for the Lagan ECM solution follows (a minimum 2 year term):


Reference

Description

Response Detail of Charging
element

Pricing Type

Monthly
charge
per User

1

Cost per month per
user (inclusive of
software, hosting,
networks, supplier
infrastructure,
support)

Lagan Case Management

Minimum 10 users

Minimum 50 Users

Minimum 100 Users

Fixed Price


£80.00

£75.00

£65.00

2


Support costs







a

C
onfiguration
support (blended day
rate)

-

Software Applications Engineer

-

Technical Consultant:

-

Business Consultant:

-

Project Manager:


Note that we would also be willing
to propose batch sets of services
days for discounted day rates,
where day
s are on a time
-
boxed
'use or lose' basis. Discounts
provided are in the range 5% to 10%
depending on volume.

Per day

£975




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Reference

Description

Response Detail of Charging
element

Pricing Type

Monthly
charge
per User

b

T
raining (day rate)

-

Onsite Training course: £2,180 per
day incl expenses

-

Public Training course: £330 per
student per day
(no expenses)

-

Training consultant day: £1,200
per day incl expenses

Per day




Service Management Details

Lagan
has over 300 staff dedicated to its business activities in the UK and USA, and is rapidly
expanding having committed to increase its European team
-

based out of new offices in the new and
prestigious science park in Belfast (see
http://www.bbc.co.uk/news/uk
-
northern
-
ireland
-
14380204
)
-

by more than 100 over the next 3 years. As this BBC article points out, Belfast is the new ‘silicon
valley’ of Western Europe, being fed by top class IT

skills from the two top universities for IT in the
city. This has been a key reason for the Lagan product, built and developed within Belfast since the
late 90’s, being widely recognised as a technology leader by independent analysts such as Gartner
(see

previous question) and Butler Group.

The delivery team assigned
to a solution purchased through G
-
Cloud would

consist of
a

Lagan
Customer Account Manager
who will be responsible for the Client relationship, and Customer
Satisfaction of the Council.
Our Cu
stomer Account Managers typically have

10+

years experience in
Customer R
elationship Management systems


several of which helped

pioneer the development of
early CRM systems and Message Queuing within
the UK
.
The Customer Account Manager

will be
supported by a nominated Project Manager who would be responsible for the project plan and for
delivery of the project using the appropriate resources. Typically, this would consist of one or more
(depending on the scope) Technical Consultant(s),
Software Engineer(s), Business Consultant(s) and
Training Consultant(s). If third party personnel are involved in the delivery the Project Manager will
coordinate these resources.

We

put great emphasis on staff development and training. The company is focu
sing its investment on
ongoing technical training (both internal and external) with the aim of developing and expanding our
employees’ skills and knowledge base. All staff, as part of the annual appraisal process, undertakes a
personal development programm
e, which typically combines formal training, coaching and mentoring.

For project management, Project Managers are accredited for PRINCE 2 delivery. In practise, what
we

use is a modified form of PRINCE 2, more suited to the Rapid Application Development mo
del
used during a project. Note that the Project Management days priced into the bid assumes this
approach: if the Authority wishes to do a full PRINCE 2 approach, or require abnormal amounts of
onsite Project Management time, then additional PM time will
need to be procured through Change
Control to cover that.

Service Constraints

In the proposed Privately Hosted Lagan
ECM

solution, Lagan will have complete independent control
over
a jurisdiction’s

infrastructure.
A jurisdiction’s

data will exist entirely

on independent database
servers and will not be shared by larger cities that through higher levels of activities will negatively


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affect the performance of
that jurisdiction’s

solution.

The following are discussions of how we
would provide maintenance, ou
r ability to allow customisation of the solution in a hosted
environment and a schedule for deprecation

Maintenance

Lagan typically requires no downtime for maintenance, outside of any requirements associated with
the SQL or Oracle database maintenance. All system configuration is handled via property files. In
the event of a major version upgrade, a few hours downtim
e is required but most customers choose
to do this out of hours so that there is no perceived system downtime. The downtime required for
version upgrades will be determined by the number of integrations and methods used to support
integrations but upgradin
g the core Lagan product itself will
typically
take less than
4

hour
s to
complete
.

Traditionally, planned defect fixes are released to customers via a new product maintenance release.
Such releases may be specific to a given customer or generally available

to all customers. These
releases form part of the
planned maintenance schedule. We

recognise that there may be a
requirement to release unplanned defect fixes to address emergency issues. Unplanned
maintenance needs are addressed via 'Hot Fixes'. These

allow
us

to release defect fixes to
our

customers as quickly as possible. Hot Fixes offer a number of features and benefits:



Defect fixes can be made available to customers much more quickly;



Defect fixes can be made available on existing releases;



Cu
stomers can apply them without going through a costly upgrade;



Customers can remove them easily if they don’t address the problem they were supposed to
and/or they have adverse side effects not picked up via the QA process;



Hot Fixes are QA’d;



Hot Fixes

are also made available in the next scheduled maintenance release.



Hot Fixes are made available for
issues that generally have the
following characteristics:



Issues that are critical or have significant impact;



Require minimal code changes.

The Manag
ed Services team has standing weekly maintenance windows that occur on Tuesday
evenings between the times of 12:00am


5:00am GMT. The team will only utilize the weekly
maintenance windows if actual maintenance activities are required and have previously b
een
approved by our customers. The team will manage the maintenance activities from start to finish
and will notify our customers when the maintenance activities have started and once they have
been successfully completed. The team will work to notify our
customers with a minimum of 5
business days of lead time, unless there is a high priority maintenance activity that warrants a
shorter time frame.

Customisation



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For customisation,

the majority of work is carried out through GUI interfaces within the Lagan

Configuration Studio, part of the core system proposed. An understanding of the concepts involved in
Lagan configuration is required (with training to provide this included in the baseline pricing), but no
specialist IT skills are required.

For example,

a graphical capability (see
Exhibit 13
) is provided for a
trained configuration user

(e.g. contact centre supervisor) to create or change (using a drag and drop
interface) contact centre process scripts as processes change on a day
-
to
-
day basis without re
course
to IT colleagues or to the vendor.

Exhibit 13. Graphical Configuration Interface.

Note that Scriptflows are component based, allowing blocks of more complicated script elements
(e.g. for “shell processes” such as verification or payment) to be con
figured once and then reused by
the business level staff. This again is a ‘drag and drop’ function that Power Users can do for
themselves.

Similarly, business process users can create or amend new process Queues, Case forms, eForms,
business rules, SLAs,

etc. using supplied Configuration Studio interfaces.

The Managed Services team will allow our customers to complete as much of the administrative tasks
that each of our customers have the skill sets to complete. The team will not provide any direct OS
lev
el access to our hosted environments, with all access being limited to LAGAN ECM administrative
level access only.

Schedule for Deprecation

Lagan ECM software includes a robust set of release notes for each new release of our product
suites. If there are f
eatures and capabilities in the older release of the software, that should no longer
be used in the new release, then these deprecation details will be provided in the release notes.

We are committed to providing a single version release of the product on
an annual basis, with an
associated quarterly patch release, which contains the latest software enhancements, bug fixes, and
general improvements to the products capabilities.



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Service Levels

The Managed Services team will provide the following service
level objectives and will operate at a
99.97% uptime SLA for each of our hosted engagements


Priority

Definition

Response Time

Resolution Target

1

Critical Break/Fix

30 Minutes

Requires direct
notification

4 Hours or 100% staffing to trouble shoot /
resolve issue

Hardware:


12 Hours or 100% staffing to trouble shoot /
resolve issue

2

Urgent Break/Fix

**During Office
Hours: 1 Hr



After Office
Hours: 3 Hrs

36 Hours or 100% staffing to trouble shoot /
resolve issue

Hardware:


48 Hours or 100%
staffing to trouble shoot /
resolve issue


3

Maintenance and
Medium Break/Fix

**During Office
Hours: 4 Hrs





After Office
Hours: 4 Hrs of
next business day

5 Business Days or Future Maintenance Release

4

Maintenance and
LowBreak/Fix

**During
Office
Hours: 8 Hrs




After Office
Hours: Next
business day

Work Around or Future Maintenance Release

Performance and Availability

Lagan

Hosting Services
use Nagios software for the monitoring and alerting of system issues such as
CPU and Storage
conditions. The team also uses a solution called ‘24x7’ for the monitoring of urls to
web applications etc.

This approach can be extended (through T&M services) to the monitoring of
specific aspects of the system of concern: for example, for email serve
rs etc. which are normally
deemed less critical to frontline customer service. The underlying system service is operated by
Layer Technologies, and this has extensive monitoring in place for hardware and system failures.

Lagan
hosted solution allows

complete independent control over
a jurisdiction
’s infrastructure.
A
government’s

data will exist entirely on independent database servers and will not be shared by
other jurisdictions

that
,

through higher levels of activities
,

will negativel
y affect the

performance of
that
solution.



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The Lagan ECM is a J2EE architected solution (using the Spring Framework) which allows the
components of the system to be made suitably resilient to achieve
a 99.97%

SLA using commodity
hardware and software. Lagan supports
a number of options to provide high availability. All of these
support the principle of removing single points of failure by building redundancy into the design.
Typically the deployment of a highly available system is a compromise approach, where the
mini
mum duplication of equipment is specified to meet the customer’s high availability needs within
the customer’s budget.

We can include a high availability configuration by spreading the Core System across two physical
servers.

Support

Lagan firmly believes
that customer satisfaction depends not just on the quality of the solution
delivered, but on how easy it is to get help when things go wrong. Lagan’s support services begin at
project start up. The Lagan professional services team will serve as the first

line of support during
project start up.

Lagan Support staff communicate with customers via phone, email, fax, chat, and via the Lagan
Support Portal. The latter channel provides customers a way to track the progress of any issues they
have reported.

Lagan’s Support and Maintenance Agreement can be tailored to reflect customers’ specific needs,
but the two base models are: the Standard Agreement provides support between 8am and 6pm,
Monday to Friday (excluding Bank Holidays). Lagan also offers a 24x
7 Agreement which provides
around
-
the
-
clock access for 365 days of the year. Other options can be provided by agreement if
needed as well.

Support is offered on Lagan
-
supplied software components. Lagan treats problems against a
mutually agreed set of cri
teria.

Lagan has an excellent track record for support. For 2011 year
-
to
-
date, 100% of Priority 1 support
inquiries, and 99% of Priority 2 inquiries were resolved within the SLA. None of these Priority 1 calls
actually required Lagan code fixes. In the ma
jority of cases, the issues were caused by factors
entirely outside Lagan control (e.g. network issues requiring a re
-
start). All the above is reflected in
our Customer Satisfaction results
-

4.02 on scale of 1
-
5 (up from 3.94 last year).

Lagan has a resou
rce pool of 71 dedicated support and product staff from which to draw upon for
support and development. The dedicated Support Team (13 staff) will be responsible for the
resolution of any Lagan product issues. Each customer is allocated a lead support co
ntact to provide
continuity and single point of contact. Our support contacts are located in
Belfast, NI and are
backed by our North American staff in Chicago, IL
and Sunnyvale, CA.

The Support Team will be responsible for the resolution of any software i
ssues. All calls to Lagan are
managed via the Customer Support Centre (CSC). The CSC carries out 1st and 2nd line support
primarily with 3rd line being catered for by the Research & Development Department.



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Maintenance

A jurisdiction that selects Lagan EC
M

will have complete control over when they would like to take on
maintenance and patch releases. This is a characteristic of Privately Hosted solutions and not often
one of Public Cloud solutions that are forced to push a code update to all of their clie
nts on a single
infrastructure set at the same time. This lack of flexibility should be seriously considered because
updates often have training implications for the users that need to be planned for. Additionally if the
code updates go wrong, they can p
otentially go wrong for many different clients for a Public Cloud
solution and need to be rolled back without notice.


Lagan will always directly determine if a maintenance of patch release is n
eeded by a jurisdiction

and will
schedule the update to meet t
heir
timelines and schedule.

Financial Recompense Model for Not Meeting Service Levels

The Managed Services team will work with each of our customers on an individual basis to
determine if a recompense model is required to meet the requirements of the spec
ific council or
business unit. The team is 100% committed to providing a superior level of service and meeting or
exceeding a 99.97% uptime SLA, with the team continually exceeding this threshold for all of our
customers across both our US and EMEA based d
ata centres.

Training

Lagan Education Services provides a dedicated training function for Lagan users, designed to address
all government end user, administration and technical training aspects of implementing and
managing a Lagan ECM system. Lagan’s trai
ning consultants are full
-
time trainers who complete a
rigorous certification process to ensure that they are fully competent in the full Lagan product set.

Lagan’s approach to training government staff is to collaborate with the resources of the jurisdict
ion
project team, guided by a ‘just in time’ philosophy.


Lagan brings three integrated approaches to
training the employees and users of the Lagan solution, which is meant to integrate with the overall
project implementation plan. First is our proven Skil
ls Transfer plan, second is the use of formalized,
on
-
site, instructor
-
led training courses facilitated by Lagan Education Services, and finally, access to
online eLearning content (
http://elearning.lagan.com
), wh
ich may be used
f
or self
-
paced instruction
and to retrieve training course materials. Each of the three approaches are weaved into the project
plan, start after software installation, and bring the appropriate jurisdiction resources for the different
pha
ses of the project. Instructor
-
led training starts early and focuses on project staff learn the
application’s capabilities and how to configure them, skills transfer follows thereafter to take those
skills and apply them to real processes, followed later
in the project with Train
-
the
-
Trainer, End user
training and Maintenance and Support.

A typical course listing for configuration, administration and support staff includes:



Lagan Agent Desktop (1 day)


end user course to understand how the application i
s used.



Business Configuration (2 days)



ScriptFlow (2 days)



eForms (2 days)



Knowledge (2 days)



Security (1 day)



Advanced Configuration (1 day)



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Business Intelligence Fundamentals (1 day)



Business Intelligence Analyzer (1 day)



Maintenance and Support (1 day)

At your request, Lagan can provide detailed information Course pre
-
requisites, curriculum and
intended audiences. Lagan’s instructor
-
led training courses can be supplemented by Skills Transfer
workshops, which encourage council staff to use its newly gai
ned product skills to build
configurations of business processes.

Ordering and Invoicing Process

Sales processes such as bid management and order processing are controlled by
Netsuite
. This
enterprise process control system manages project lifecycle and
resources from initial sales
engagement to live operation ensuring that all activity is undertaken in a c
onsistent and auditable
manner.

Termination Terms

The following are standard termination terms from Lagan for both consumer and supplier. A full
copy
of our terms is included
in
Attachment B

F
:

Term and Termination
.



Initial Term
.
This Agreement will begin on the Effective Date and shall remain in effect until all
Term(s) as specified in the
Order Form(s)

have expired or have been terminated. Each Term

as
specified in an Order Form shall begin on the Order Form Effective Date and continue for the
length of time specified in the Order Form.



Termination for Cause
.
Either party may terminate this Agreement immediately upon written
notice to the other part
y if: (i) the other party materially breaches this Agreement, and such breach
continues uncured for 30 days after written notice of the breach;
or (ii) the other party becomes
the subject of a petition in bankruptcy or any proceeding relating to insolvency
, receivership,
liquidation, or composition for the benefit of its creditors.



Effect of Termination
. Upon termination of this Agreement for any reason, all rights granted
hereunder will terminate. Customer will cease all use of the Services and
L
AGAN

wil
l be entitled to
immediately cease providing the Services to Customer. Customer will immediately return to
L
AGAN

any of
L
AGAN
’s Proprietary Information (as defined in Section 5 below), together with any
and all documents, notes and other materials relatin
g to the Services, along with a signed written
statement certifying that Customer has returned to
L
AGAN
, and is no longer in possession of, any
of
L
AGAN
’s Proprietary Information. Upon termination, Customer’s payment obligations and
Sections 3.c., 4, 5, 6.
b., 8 and 9 will otherwise survive and remain in effect.

Data Restoration/Service Migration

Lagan supports failover topologies at the web server, web application server and database layers
and supports infrastructure components that can be used to impleme
nt a Disaster Recovery plan.
These components can be manual, partially automatic or fully automatic failover options.

Within the hosting service
we can include switching of service to a disaster recovery site. This
process typically requires around 6 t
o 8 hours and is set up for the core capabilities of Lagan ECM
and (if taken) the SEM Knowledge option. (Depending on which other options were taken, we could
provide additional coverage for incremental charges).



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Consumer Responsibilities

The Lagan
Managed Services team has had a tremendous amount of success with building long
lasting relationships with each of our hosted customers, which is a direct result of maintaining and
building a thorough understanding of how our customers conduct their busine
ss and how they
utilize our software on a day
-
to
-
day basis. A dedicated business contact is a requirement for a
successful engagement, with direct access to the primary and secondary administrative users of the
software within the organisation. We would al
so recommend that we have access to the primary
business sponsors on a monthly or quarterly basis, as it’s very important to keep an ongoing and
open line of communication regarding the utilization of the software and any associated
software/infrastructure

related issues. The customer should also provide indirect access to their IT
organisation and technical resources, as we’ll need to engage and build a relationship with the
individuals that are tasked with supporting any associated or dependent applicatio
ns within the
organisation as well.

Technical Requirements

Lagan ECM is built upon a J2EE
-
based Service Oriented Architecture (SOA) that embraces open
standards such as HTTP, XML, SOAP, FTP, etc. The services components of Lagan’s product suite
are written

in Java and utilize the SPRING open source framework.

The Technical architecture will consist of dual redundant (active/passive) firewall switches, front
-
end
network switches and back
-
end network switches, with dedicated 2x 1GB network uplinks to the
netw
ork.


The team will deploy 2x fully clustered WEB/APP server’s for full redundancy and failover
capabilities (virtual) and a shared physical DB server, with a dedicated DB specific to the council(s).
The DB tier has a secondary physical server that is ‘Hot
’ synched w/production and is ready for
immediate failover capabilities.

The team will deploy a dedicated reporting server (virtual), specific to the council(s) data and will
stand up a single email exchange server (virtual), that will be sized to handle t
he email volume
estimates. The systems will be built out using Linux Redhat and Oracle.



Server(s): Application, Database, Reporting, Administrative


WEB/APP (virtual): 2 CPU/4 GB RAM / 75GB Disk Space / Linux Redhat 5.5 / JAVA / Apache /
Tomcat / Oracle C
lient



Database(s)


Dell 2x Quad Core / Linux Redhat 5.5 64bit /48GB RAM / 2x 600 GB 15k SAS Drives / 75GB Local
Disk Space / Oracle 10Gi (dedicated DB Instance


primary/secondary)



Operating system(s)


Linux Redhat 5.5

Trial Services

A trial option is avai
lable as part of a fully scoped and paid for Proof of Concept. It is expected that
each POC would reflect the needs of the individual organisation and would have a statement of work
produced to reflect on goals and success criteria. This SOW would be gener
ated FOC.



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Data Extraction/Removal

Data Standards

The Lagan Managed Services team deploys each of our customer deployments in a dedicated DB
partition that ensures that each of our customer’s data is stored 100% independently for each of our
customers data.

The team follows industry best practices as it relates to both the storage and
removal of our customers data.

Returning all Consumer Generated Data

The Managed Services team can provide a copy of the LAGAN ECM PROD DB instance, which will
include all cons
umer generated data generated within the LAGAN ECM application.

Data Extraction

The Managed Services team can provide a copy of the LAGAN ECM PROD DB instance, which will
include all consumer generated data generated within the LAGAN ECM application.

Price for Extraction

The price to extract and deliver the data to our customers has been built into the overall price of the
Managed Service offering.

Purge and Destroy

If the council were to determine that they did not require our hosted services, then th
e MS team would
work with the council(s) to provide a full export of their PROD data, per the LAGAN ECM data
schema, that would meet the requirements of the council. Once the data had been exported and
delivered to the council(s) utilizing a secure protoco
l and signoff for acceptance of the data had been
completed, the MS team would proceed to cleanse and delete all instances of the deployment within
our hosted environments.

Data Storage and Processing Locations

Lagan has been implemented in a hosted model,

via a partner, for a number of UK Local
Authorities including Bassetlaw (via BT) and Westminster City Council (via Vertex) to name but
two. Further afield, Lagan has been implemented on a SaaS model for government
organisations including the Government
of Bermuda and the City of Pasadena in California.

All of

these

are

being hosted out of
our

major hosting centres in Berlin, Hamburg, Dallas and Kansas

City
.


Details
S
upporting ALL

Responses i
n ITT

The following cover details that support all questio
ns in the ITT that Lagan responded to.

About your services
-

Generic aspects

All suppliers must complete this section for each service (or group of services)
-

please add

columns if more space is required



Features




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Q
-
G06

Networks to which the
service
is connected
(directly)?

The service is made available using a dedicated network within each of our
data centres, that is only accessible utilizing public IP’s and public URL’s that
are configured on the company firewalls.

Q
-
G07

'API' access available,

documented and
supported?

Yes, Lagan provides API access and it is documented and supported by the
company. The Lagan Web Services Interface forms the core of the Lagan
integration API and allows 3rd party applications to invoke operations that
would oth
erwise only be able to be called within the Lagan applications.
Over 80% of core Lagan functionality is surfaced as SOAP Web Services.
This rich integration API comprehensively covers the needs of government
business processes for any municipal governmen
t department. The
standards
-
based web services supplied by Lagan will provide legacy systems
with full access to CRM functionality, and by leveraging these web services
the council will find integrations easier and more cost effective when
compared to cus
tom programming.

The Lagan Web Service API includes operations that cover the full breadth
of the Lagan core services for CRM, including Interactions, Service
Requests, Data Objects, Security and Authentication.

Q
-
G08

Open Standards supported
and docume
nted?

Lagan ECM is built upon a J2EE
-
based Service Oriented Architecture
(SOA) that embraces open standards such as HTTP, XML, SOAP,
FTP, etc. The open standards are documented.

Q
-
G09

Open source software used
and documented?

The services components of
Lagan’s product suite are written in Java and
utilize the SPRING open source framework. This information is
documented as well.



Service Management


Q
-
G10

Technical
boundaries/interfaces of the
service documented?

Lagan ECM is built on an n
-
tiered,
loosely component architecture, which is
well suited for an overall Service Oriented Architecture (SOA) approach to
implementation. This provides clear separation of responsibilities within the
product and allows for the product to be more easily scaled an
d maintained.
More importantly, it allows its various product components to be deployed
across a distributed physical architecture for higher scalability, availability and
performance.

Key aspects of the architecture include:



Separation of business logic,
security, caching and data access
layers;



All clients access the server components over HTTP (or HTTPS);



All client access is fully load
-
balanceable;



Security is rightly above the business logic and caching layers,
preventing security compromises;



Ability
to execute fully within multiple J2EE compliant web application
servers and servlet containers;



Use of industry
-
leading open source components (e.g. Acegi,
EHCache).

This architecture enables Lagan’s product to be deployed in a fully scalable,


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highly avail
able architecture at every tier.

Q
-
G11

Services available to other
suppliers so they can use
them to provide services to
government ?

We would be pleased to work with other providers to include our cloud
offerings in a broader government solution.

Q
-
G12

On
-
boarding process e.g.
moving on to the service?

As part of our standard operating procedures, we have documented processes
for introducing a new client into our service.

See more details above in the Service Definition responses.

Q
-
G13

Off
-
boardi
ng process e.g.
moving off the service?

As part of our standard operating procedures, we have documented processes
for migrating a client from our Cloud service to either an alternative service or
on to their own infrastructure.

See more details above in t
he Service Definition responses.

Q
-
G14

Data extraction/removal
criteria met?

We are able to extract core data and operational data from our solutions and if
required provide these to you.

Q
-
G15

Data processing and storage
locations defined?

Data is
stored in one of our secure data centres. For any EU based
deployments, data can be stored in either Berlin or Hamburg.

Q
-
G16

Data location option can be
defined by user?

This is possible, although will be subject to price variance.

Q
-
G17

Data held in
Safe Harbour (if
applicable)?

Lagan will commit to retain your data within EU boundaries.

Q
-
G18

Data centre(s) used adhere
to best practices described
by the EU Code of Conduct
for Data Centre Operations?

All our Data Centres conform to all EU and US regu
lations and are SAS70 type II
certified.

IL3 accreditation is ongoing.

Q
-
G19

Data centre tier?

We conform to the highest standard of Tier
IV

and have a proven track record
with our customers in exceeding this metric.

Q
-
G20

Support
boundaries/interfaces
of the
service documented?

Both our support processes and our service level objectives are clearly
documented. As part of the ‘onboarding’ process, new clients will be made
aware of these items.

Q
-
G21

Service roadmap provided?

All our products have roadm
aps and a centric approach to bug fixes and
enhancements, as well as certification against the latest technologies, such as
Windows or Oracle. We also maintain our platforms to the latest security
patches and maintain the highest standard of security compl
iance.

Q
-
G22

Performance attributes
defined and documented?

Lagan cloud services track several performance areas. These include the
performance of the infrastructure, the network (with our facilities) and the
solutions themselves. We also monitor our p
erformance in terms of our
responsiveness and our adherence to service level objectives.

Q
-
G23

Backup & Disaster
Recovery?

We will provide full back
-
up and disaster recovery services. Our disaster
recovery centres are always a minimum of 150 miles from our production


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centres.

Q
-
G24

Is a support service provided
and documented?

Lagan provides a 365x24 support service for any
P1 issues. We also provide
general support on other issues on a 10x5 support service or a 24x7 basis if
required. More information on our support capabilities is included in the
Service Definitions above.

Q
-
G25

'Real time' management
information
available?

Lagan provides analytics for all its solutions. Details on our product
components


including business intelligence and analytics


are included in
the first section of this document.

Q
-
G26

Reports include each billed
unit?

Reports can be
designed to include data regarding separate units in an
orga
nis
ation.

Q
-
G27

Self service provisioning/de
-
provisioning?

Self Service can either be a standalone solution or part of a broader offering.
We provide Cloud services for both web self service but

also to support our
mobile solutions, for example iPhone or Android.

Q
-
G28

Indicative time for
provisioning/de
-
provisioning documented?

Provisioning time will vary depending on the combination of the ECM solution
that is selected. It will also depend on

whether you wish to utilize the solutions
‘as is’ or whether you wish to have some customisations completed prior to
deployment. A differentiating benefit of the ECM solution is that you can tailor
the modules to suit your specific needs.

Q
-
G29

3rd part
y service monitoring
tool access?

We have a four fold approach 1) We use several branded tools for both system
monitoring as well as web monitoring, 2) We also use in
-
house
-
built monitoring
tools for our own software, 3) Additionally, we utilize both the i
n
-
built tools
provided at our Cloud facilities and 4) And finally, the tools contained within
the Cloud technologies that we run. As a summary, these include: built
-
in
tools, Naigos, Zenoss, 3Tera Monitoring, et cetera

Q
-
G30

Service Desk can be used by
3rd party suppliers for their
services
-

e.g. small SaaS
provider?

We are happy to work with your own service desk to answer any
technical/support enquiries.



Commercial


Q
-
G31

Unit based pricing model?


Yes. Lagan provides unit based pricing.

Q
-
G32

Aggregated billing options?

This would be possible where organisations are able to share the same
database and server instance. Each situation generally presents its own issues
and requirements and as of yet, we have no customer doing this. We are open
to

discussion where it works and is appropriate for the customer organisation.

Q
-
G33

Minimum Contract/Billing
Period?

Lagan typically works with yearly increments for use of its service

Q
-
G34

Free option?

Lagan does not provide a free option for use of its

software and/or services.

Q
-
G35

Trial Option?


A trial option is available as part of a fully scoped and paid for Proof of
Concept. It is expected that each POC would reflect the needs of the individual


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organisation and would have a statement of work
produced to reflect on goals
and success criteria. This SOW would be generated FOC.

Q
-
G36

Termination costs ?


No


within the agreed term.

Q
-
G37

Supplier contract terms
jurisdiction?

England & Wales

Q
-
G38

Payment Options?

Lagan provides an enterprise
wide solution and requisite services. Our projects
are all paid for via purchase orders.





Web browser interface ?

The
Agent Desktop

, with a browser look and feel (it is a “rich client” browser
-
delivered Java application for reasons of performance and usability) is based
around a dynamic set of frames, populated with the “right information at the
right time” to guide the user through
the process required: that is, because it is
event
-
driven, and contextual in nature, it populates the active screen with only
the relevant information necessary to service the current request… not with a
wide range of extraneous information. In contrast,

many other more ‘office
-
oriented’ CRM solutions require the user to constantly select functions via
buttons and pull
-
down menus: this is not an efficient or effective approach for
the high volume contact centre operations of Council Service centres

Lagan

Desktop


Light
is browser based.

Supported web browsers
documented?

Lagan's clients for external users utilise open web presentation standards (such
as HTML) and are subject to a continuous enhancement programme. They have
also been tested to ensure compatibility with the wide range of browsers on the
market
-

specificall
y we fully tests its Self Service client for external use on IE v7,
IE v8 (and will be certifying on IE v9 shortly), Google Chrome and Firefox.

Details of other thin client
modes documented?

For the thin client
Lagan Desktop


Light
user application, si
ngle sign
-
on is
achieved using the NTLM protocol, which is widely supported in internet
browsers. With this deployment option, the user will be automatically
signed into the application when they browse to the Lagan ECM server URL.

Other client software
d
ocumented?

All modules in the Lagan solution (including 3
rd

party elements) are
documented.



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Smartphone Access?

The Lagan Connect2Tell iPhone and Connect2Tell
Android cloud offerings allow citizens to report
service requests through their mobile devices.
As
these are location aware, the service request is
automatically stamped with the phone location,
with the opportunity for the user to reposition the
pointer on a map view of their location (see the
screenshot).


Off
-
line working &
synching?

Lagan
provides off line working and synching with its mobile applications.




Attachment support?

Within the base solution, Lagan ECM provides a document repository for all
such documents (e.g. enquiry document attachments, scanned images, faxes,
etc.) that
are associated with Lagan Cases or Notes. These images are stored as
standard on the CRM ODBC database, but can also be stored and managed on
an EDRMS system, if integrated.

Anti
-
virus protection?

Integration to a virus checker would need to be through ad
ditional
customisation.

International Language
Support ?

The Lagan ECM system supports most languages. Most text within the user
interface, including messages and button text, is externalised within “locale
files” which if translated can change the usage

of the Lagan ECM interface into
that language. This may be useful for employing or retaining users of diverse
ethnic origin within the organisation.

Lagan’s language capabilities have been extended to support 31 of the most
common languages and dialects.

Workflow facilities?

Lagan ECM can provide workflows through its scripting tools as well eforms.

6Scripted workflow component for EWS manages the process of handling an
interaction between a user and a customer.


This includes prompting the user
with the

actions and words to use during the interaction the conversation,
accompanied by the automatic presentation of screens and automated
application events to assist in efficiently answering a query or handling a
request for service. ScriptFlow processes are
commonly used in contact centres.

Lagan eForms that are part of a contact centre agent’s workflow are
shown in the
Agent Desktop
. These eForms become a part of the service
request record which the department user can review while using the
Lagan Desktop
-

Light
to complete their tasks. The data on the forms is


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modelled and stored in structured database columns and tables, and is
readily available for reporting purposes.

Importable taxonomy?

No

Folksonomy support?

No

Taxonomy facilities?

Taxonomies are included in multiple functional areas of the ECM solution:



Scripting: Taxonomies can be configured within the Scriptflow function.
Lagan uses a three
-
level classification (Subject
-
Reason
-
Type) for each
Case (configurable by the council via t
he supplied GUI). This can use
any chosen taxonomy e.g. ESD, LGCL, Life Events.



Service Requests: Lagan uses a three
-
level classification (Subject
-
Reason
-
Type). This is configurable by a council or agency via the
supplied GUI and can use any chosen
taxonomy e.g. ESD, LGCL, Life
Events.



Knowledge:
Lagan K
M

allows users to flexibly configure a multi
-
level
taxonomy for categorising individual items or sources of knowledge.

All

of these classification types can be managed through simple configuration.

p
lug
-
in / extension ready?

Lagan ECM is mostly a stateless application, therefore server nodes can be
operated and managed independently in a load
-
balanced configuration. If one
of the server nodes fails, then user traffic will be directed towards the other
s
until the failed server is fixed and comes back on
-
line. Please note that all
servers share the same database resources and so the database tier would need
to be protected with a clustered or failover solution to ensure it is available at
all times.

Plu
g
-
in / extension
marketplace?

No

Syndication?

No

Native search?

Lagan ECM’s Search allows users to search on service request, person and
property characteristics and history that are stored in the system. Case
searching and contact history are standard

features of Lagan CRM that allow
users to quickly see the history of activity for a citizen or a location, and drill into
the details revealing all of the interactions and cases associated to people and
places. Users can filter this list by type of reque
st, active status and date, and
pinpoint those cases relevant to the current interaction. The citizen history of
requests becomes a vital part of contact centre workflow, in order to eliminate
duplicate requests or to speed follow
-
up actions.

The Contact
History also shows all of the service requests linked to a specific
location. Users can filter this list by type of request, active status and date, and
pinpoint those cases relevant to the current interaction. Moreover, users may
create and save their o
wn Contact History filters, which will display certain
records, grouped and sorted in specified ways, and they may toggle between
the Contact History of a selected individual to the contact history of a property
or location in that list.
Exhibit D
-
10

sho
ws a number of service requests created
a given location.



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Contact History View

Native support of bulk input
/ export of data & meta
-
data in standard formats?

Lagan is an eGIF compliant system. Lagan uses web services, XML and SOAP in
order to integrate with other systems. The core structure of all the data used in
integrations in Lagan is XML, but more specifically it is XML that adheres to
specific standards

for Data. Lagan’s integration technologies follow the
principles and guidance originally laid down by the ODPM in the mid
-
00’s
through the e
-
Government Interoperability Framework (e
-
GIF) and the various
associated data schemas and recommendations.

Agai
nst this background, Lagan can import and export data


either in bulk or as
selected records
-

through a batch load mechanism, or through messaging/web
services.

Link Management?

No




Separated environments:
Publishing / Editing /
Search?

The
Managed services team has full redundancy (HA) built into each layer of the
hosted architecture, including the network architecture (firewall and switches),
WEB/APP, and the DB tiers within each of our PROD deployments.

Caching?

The WEB/APP tiers of the software do require a certain amount of server side
caching, which would need to be rebuilt upon rebooting the application servers
within the environments.




Integration with Identity
Systems?

The Lagan ECM security component is responsible for implementing and
enforcing an organisation’s security policies in terms of both Authorisation
(access to data and functions) as well as Authentication (access to the system
itself). It is an extensive pa
rt of the product set, and a significant differentiator
over other CRM solutions not specifically designed for the unusual requirements
of role based access within the Local Government
and Public Sector
market
place
.



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User
profile page?

No

Comment on item?

No




Instant Messaging?

ECM supports SMS
.

eDiscovery?

No

Migration Tools Available?

Lagan has standard “out of the box“ data

loaders. These assume data is
provided to us in an agreed standard format by the Council or Department
for loading.

Video Conferencing?


No

Social Networking?


No

Social Networks?

Lagan ECM has incorporated the use of Twitter and Facebook via its
Open311
module.

Calendars?


Lagan can be integrated to Microsoft Outlook to provide calendaring.

Contact Management?

The Lagan ECM manages user contacts within the system.
The database
includes i
ndividual space
to

store telephone numbers
, addresses

and

all
interaction

history.
The tool is designed to manage all aspects of i
nteraction
m
anagement.

To Do Management?

ECM includes a task management tool.




Solution provides Blogging
capabilities?

No

Solution provides wiki
capabilities?

No

Solution
provides forum
capabilities?

No



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Solution provides content
rating capabilities?

Lagan’s fully integrated Knowledge solution ensures that citizens receive
accurate and consistent information that is geared toward the appropriate
audience (contact centre age
nt or citizen via self
-
service). Its natural
language search capabilities allow the user to do a search using the
same language used by the citizen without having to categorize the
information or know what department is responsible for the content of the
solution.

Lagan Knowledge can spider existing pages for content as well as allow Council’s
to rate existing content and create new knowledge in the system (as FAQs or
Alerts). The screenshot Exhibit D
-
6 demonstrates how highly rated content is
added to

an FAQ list.


Integrated Knowledge Self
-
Service

Lagan Knowledge also comes with a dynamically
-
generated Top Documents list
to cover the hot topics of the day/week/month. The most frequently offered
answers are automatically presented to users, based on

dynamic ranking of
queries raised by all users. This minimizes the need to manually construct and
manage a list, as is illustrated in Exhibit D
-
7 below.


Knowledge Base with Top Documents




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Solution provides content
recommendation
capabilities?

The KANA
Knowledge solution can score and rank results and provides content
recommendations based on that scoring.

Solution provides social
media sharing e.g. tweet
this?

The Lagan ECM solution has been used in conjunction with Social Media tools.
Government jurisdictions are continuing to turn to Social Media as a way to
communicate with Citizens and the Lagan solution has been paired up with tools
such as Twitter.

Sol
ution provides
automated stop word
filtering?

Knowledge administrators

can maintain the Vocabularies and
manag
e

ignore
words (also known as Stop words) and synonyms.


Customer Relationship Management (CRM)

Q
-
LOT3
-
191

What is the name for the
service (if
different from
response in "About your
Services" section)?

Enterprise Case Management (ECM)

Q
-
LOT3
-
192

Price for most common
configuration (i.e. Supplier's
best selling or expected best
selling configuration)?

An example of


Q
-
LOT3
-
193

Minimum service
unit
pricing interval?

£975 per day

Q
-
LOT3
-
194

Is the service Public or
Private?

Private

Q
-
LOT3
-
195

Impact Levels (ILs) at which
the service is accredited to
process and/or store
information (actual or
target)?

The Managed Service adheres to industry
best practices, with the entire
service being built using the ITIL methodology. The Managed Service has not
received any third party accreditations at this time.

Q
-
LOT3
-
196

Has the service been
accredited?

Lagan conforms to British Standard BS7666 for pro
perty data and can be
integrated with a Local Land and Property Gazetteer (LLPG), to validate
customer address details. Lagan conforms to BS8766 for people data and can
be extended to accommodate additional data fields. In addition, Lagan is eGIF
complia
nt and an accredited eGIF supplier.



Features


Q
-
LOT3
-
197

Service automates business
processes such as marketing
/ customer engagements?

Lagan ECM is designed to automate government customer service business
process. It is designed to receive customer
inquiries and service requests
through multiple channels (phone, web, mobile, etc.) and either provide the
information for a response or manage the workflow to process a service
request.

Q
-
LOT3
-
198

Account Level
Management?

No



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Q
-
LOT3
-
199

Campaign
Management?

Lagan's flexible Object Data Model can be used to model different "Campaigns
and Promotional activity" types as entities. Interest in / application for
promotional "Events" can then be lodged as Cases against the Event object, for
tracking and

fulfilment of the actions required.


Q
-
LOT3
-
200

Forecasting?

No

Q
-
LOT3
-
201

Partner Integration?

Lagan is designed to integrate with partner solutions. More information on
our integration approach is discussed in Q
-
G07.

Q
-
LOT3
-
202

3rd party tool /
plug
-
in
ready?

Lagan ECM is built in a modular format

which gives it the
ability to swap
functional components as new technology and software becomes available.

Q
-
LOT3
-
203

Tool library / store?

No

Q
-
LOT3
-
204

Data export?

Information in Lagan can be readily exported for use by 3rd party systems or
by reporting/analytics solutions. Lagan Case data can be externalised in
standard XML format via a flexible interface called Event Publisher, part of the
Enterprise Integration T
oolkit (EIT). For Business Intelligence data Lagan
publishes its Data Dictionary as a Logical Data Mart (LDM) at no additional
charge to provide access to the related information, and provides a full
Physical Data Mart (PDM) as part of its BI Core solutio
n.

Q
-
LOT3
-
205

Data export formats?

The flexibility of the metadata model within Lagan allows physical data within
external systems to be accessed via XML schemas.

Q
-
LOT3
-
206

Native Integrated
Functions?

Our entire
EC
M solution is built using this. Ind
ustry
-
recog
nis
ed open
architecture standards such as Service
-
Oriented Architecture (SOA) and J2EE
allow the solution
, as stated above,

to have the ability to swap functio
nal
components
as new technology and software becomes available. Lagan
believes a mix
ture of best of breed, fully integrated solutions combined with
our internally built core functionality. Ultimately this means that
the
government customer

is in charge of its technology and not forced to use
certain components that only work with this pa
rticular implementation. The
technology also enables easier upgrades which will allow
a Council or Agency

to stay up to date with new features built within the product.






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Pricing Breakdown

# Citizens

Lower

Upper

Small

0

200K

Medium

200K


350K

Large

350K


500K

Very Large

500K


1000K

Local Government Customers are given further discounts based on number of
citizens





KANA Lagan Platform Licenses




Description

Tier Type

Execution Type

Basis

Size
Adjustable
?

Price per
month

Lagan
Platform

Platform

Production

Installe
d copy

Yes


£
1,720.00

Mandatory for
all KANA Lagan
implementation
s











Lagan Platform

Platform

Development /
QA / Backup /
Disaster Recovery


Installe
d copy

Yes


£
430.00













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KANA Lagan
Application
Licenses











Description

Tier Type

Execution Type

Basis

Size
Adjustable?

Price per
month

Lagan Case
Management

Application

Production

Installed
copy

Yes


£
866.67





Lagan
Knowledge
Management

Application

Production

Installed
copy

Yes


£
1,720.00





Lagan Business
Intelligence

Application

Production

Installed
copy

Yes


£
1,720.00





Lagan
Integration
Interfaces

Application

Production

Installed
copy

Yes


£
866.67





Lagan CTI

Application

Production

Installed
copy

Yes


£
1,720.00





Lagan Event
Management*

Application

Production

Installed
copy

Yes


£
1,720.00










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KANA Lagan User Experience Licenses




Description

Tier Type

Execution Type

Basis

Size
Adjustable
?

List Price

Lagan Agent
Desktop

User
Experience

Production

Seat

No


£
55.00





Lagan Desktop


Light

User
Experience

Production

Seat

No


£
11.00





Lagan Web Self
Service


Case
Management

User
Experience

Production

Installe
d copy

Yes


£
3,900.00





Lagan Web Self
Service


Knowledge
Management

User
Experience

Production

Installe
d copy

Yes


£
3,900.00






Lagan Mobile





Size


Population

UK (£)






Small


0
-

100k

6,500






Medium


100
-

250k

8,000






Large


250
-

500k

10,000






Extra Large


500k+

12,000





Pricing is on a per annum basis,









Implementation services:







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Lagan Mobile is offered in the cloud with pricing an annual subscription to the service.
Lagan Mobile applications are upgraded remotely to reduce customer overhead. Lagan
Mobile is a multi
-
device smartphone app that is currently certified to run on iPho
ne and
Android devices.

Lagan Open311





Size


Population

UK (£)






Small

0
-

100k

9,500






Medium


100
-

250k

11,500






Large


250
-

500k

14,000






Extra Large


500k+

17,000





Pricing is on a per annum basis, (previous pricing)









The Lagan Open311 subscription INCLUDES Lagan Mobile









Implementation services:











Lagan Open311 is offered in the cloud with pricing

on

an
annual subscription to the service. Lagan Open311
applications are upgraded remotely to reduce customer
overhead.








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Hosted Managed Services

Hosted (assumes single centre) Standard Set
-
up Fee = £12,750


Hosted Managed Services

STANDARD

PREMIER

PREMIER+

Programme Management

x





Service Level Management







Capacity Planning

x





Reporting (Operational)

x





Reporting (Product Level)

x

Priced Separately



Application Administration







Incident & Problem
Management







Change Control







Point Level Upgrades







Full Release Management







CSI Reporting

x





Audits and Health checks

x





Extended Data Storage

x

Priced Separately



Dedicated VPN







Bandwidth Acceleration

Priced Separately

Priced
Separately

Priced Separately








MINIMUM PRICE

£1,600 per
month

£3,200 per
month

£4,500 per
month

Price Per User Per Month

£32

£45

£60

Price Per Click/Hit

0.005

0.006

0.007





Additional Options




Disaster recovery


50% of quoted monthly
price



Support for multiple Call Centre locations



Support for multiple Adaptors / Integrations