Under the deal, Datacom will deploy a tightly integrated omni channel customer relationship management system in partnership with cloud and on-premises services solutions vendor KANA, which will streamline the council’s customer service operations and provide new methods of information delivery to the community.

The contract, made possible by Australian Government funding under the Digital local government program, also provides an extension for additional services during a two-to-three-year period, which will enable council staff to become self-sufficient in adding and rolling out additional services as required.

Wollongong City Lord Mayor Cr Gordon Bradbery OAM said, “The people of Wollongong have made it very clear that they want to interact with us in different ways, more modern ways, and have visibility on how their requests are processing within council.

“We’ve also recognised that the council needs to be capable of driving greater efficiency into our operations. This project will deliver these things.”

The Datacom solution uses KANA LAGAN Enterprise software configured to provide integrated and flexible ways of accessing, analysing, managing and reporting customer service performance across all sources of customer service requests, while providing better service to customers.

Jonathan Ladd, Datacom Group CEO said features of the KANA solution included:

•    Seamless integration with traditional phone and email channels

•    Applications for handheld devices (smartphones and tablets)

•    Social media integration, including social analytics

•    Web self-service with fully integrated knowledge base

“We are delighted to have been awarded this work by Wollongong City Council as it recognises our proven track record, advanced technical capabilities and commitment to deliver leading solutions to the local government.

“Our vision of Sustainable Councils, Engaged Communities is fully present within the context of this project,” Ladd said.