Shared Services
Challenge to Partnerships
Using the experience of front line service advisers and local government strategic leaders, IIZUKA has designed a software package dedicated to simplifying the problems of multi service delivery in the public sector. Called IIZUKA Citizen Services Manager, transformational government partnerships can successfully deploy Front Office Shared Services (FOSS) that efficiently coordinate and manage delivery by all types of service organisations within the partnership.
Joining up the islands
Highly citizen-centric, IIZUKA Citizen Services Manager (CSM) differs from the traditional CRM approach by enabling Customer Service Advisers to seamlessly 'join up the islands' for the citizen at the customer interface. The emphasis is on the adviser getting things right first time, or, if this is not practical, taking responsibility for managing any referrals and being accountable for delivery.
The effect is that the citizen has a single view of government rather than experiencing the government having a single view of them.
With IIZUKA CSM citizens do not need to understand how the public services work. They get an effective and tailored response, with clear expectations set, leading to less stress and greater satisfaction. They are kept informed of progress and have a single place to go for follow up.
Simplifying Complexity
IIZUKA Citizen Services Manager addresses the challenge to partnerships to deploy effective shared services on several levels:
