KPS provides LBBD a single unified platform to capture and quickly access information from a variety of sources

LBBD Council in East London serves around 230,000 residents, addressing various issues like social housing and community health initiatives. The Contact Centre offers phone support, and Libraries & Walk-In Centers provide in-person assistance. Both need easy access to updated information.
The Knowledge Powered Solutions’ Universal Knowledge solution is a unified platform capturing info from diverse sources, including LBBD’s website. It stores extra data directly in the knowledge base using templates for consistency.
Subjects cover council tax, housing, repairs, parking, schooling, and money advice. With 6500 calls weekly, advisors can’t retain all necessary knowledge for such a diverse range of issues.
LBBD has various teams: Generics for housing, parking, and services, Repairs for property maintenance, and Revenue and Benefits for tax, rent, and benefit support.

Universal Knowledge base offers team-specific layouts for quick access upon login. Users can give feedback to correct info, helping LBBD maintain accurate and prompt responses.

Following the contact centre’s knowledge base success, LBBD expanded it to the ‘Universal Solutions’ team, aiding citizens in Walk-In Centres, libraries, and nurseries. Universal Knowledge ensures a centralized platform for information sharing, enabling LBBD to uphold excellent customer service in their borough.

LBBD partnered with KPS for 8+ years, ensuring a unified, easily searchable truth. They swiftly upgraded to KPS’ new SaaS platform with minimal Professional Services in just a few weeks, using a Train the Trainer approach.

‘In emergency situations the KPS KM tool is vital for our operations. When we experienced major hurricanes in 2020, we had to rotate staff in from other departments to support our 24/7 operations. The KPS KM tool is intuitive and these staff members, previously not used to the KMS were able to provide critical information to citizens without delay. Had we not had the KPS KM tool at the time, I’m really not sure how we would have coped with the demand’

‘KPS is a very responsive supplier who works closely with us to ensure the KMS meets our needs today and in the future’

Shannon Spivey
Customer Relationship Manager at Baldwin County Commission

For more information on Knowledge Management

Leave your details and our team will contact you:

Copyright RQTech.  All rights reserved.  Click here to view our privacy and data policy.

Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

Gather all project information in one place and make it available to both internal and external members.

Helps you with prioritization of projects, resource management and analysis of portfolios and programs.

Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

CANEA Strategy ensures and provides support throughout the entire journey from strategy to execution.

Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.