IIZUKA returns to FOSS
IIZUKA attended the 2008 FOSS Conference in London 7-8 May nearly a year after launching IIZUKA Citizen Services Manager (CSM) at the 2007 event. It was a good time to take stock of an emerging market for Front Office Shared Services (FOSS).
There was general agreement with Sir David Varney's assertion that an understanding of the important role that FOSS can play in transforming service delivery has moved a long way since 2007. As the conference progressed it became clear that the front line of local government (the contact centres, websites and points of delivery) needs to be given the highest priority when designing service transformation strategies.
As last year there were key note speakers, panel sessions and case study workshops for delegates to attend. Managing director, Greg Hayes chaired the Sunderland City Council workshop where the wide range of innovative projects were described, some enabled by IIZUKA CSM.
On the exhibition stand technical director Steve Randerson held his audiences entranced whilst demonstrating the flexibility of IIZUKA CSM. A recent addition to the functions of CSM is the integration of the SmartPoint legacy data viewer giving the front office even more power to be reduce avoidable contacts with quick enquiry resolution.
A snap survey of delegates showed that 'the seamless delivery of individual care that is delivered by multiple agencies' is the problem given highest priority. Delegates also gave high marks to ensuring that 'progress updates are kept visible because service deliverers can record case notes that are available to the front office and other providers in the service chain'. The management information needs that picked up most interest was the ability of 'operational managers to monitor performance in real time and amend failing business processes'. All these capabilities are found within the IIZUKA CSM system.
