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Partnership is the only game in town

"The Government's ambitions for CSR 2007 will only be met through partnership. No single organisation will have the knowledge, skills or resources to deliver the outcomes being invisaged - indeed, the financial pressures on many smaller authorities, in particular, will make partnerships the main source of capacity to meet local aspirations.

Partnerships will be required between central and local government, across tieers of local authorities, between organisations in the public, private and Third Sectors and between local, regional and national bodies. It will be required with citizens and businesses themselves, as taxpayers and service users."

delivering public service transformation 2008

front office shared services - May 2008

Simplifying Partnership Complexities

Delivering inter-dependant services to the citizen involving different organisations is highly complex. Provider agencies must work together at every level to ensure provision to acceptable levels of quality and a consistent approach across all service areas.

Shared Service Partnerships

The LGA, CLG, IDeA and Cabinet Office came together in 2006 to sponsor the Front Office Shared Services (FOSS) programme of research. The programme took as its guiding assumptions that “the public services are most effective when they work together in a truly integrated way” and that most public services are ‘consumed’ locally. The detailed results are available at www.idea.gov.uk/foss.

Local Government

Local Government must deliver their own existing services and increasingly needs to participate in Shared Services Partnerships. IIZUKA's approach provides a system that promotes the forming of partnerships by providing a platform on which to plan multi agency service delivery.

Disparate contact centre organisations can become more efficient by creating a single virtual contact centre that acts as a point of contact for any number of service providers. IIZUKA's approach means that customer receives the same consistent service regardless of where the customer services adviser is working.

IIZUKA Citizen Services Manager enables service providers to maintain case notes within the system. These notes can be viewed by other providers in a chain of service delivery.

Outsource Service Providers

Commercial organisations often deliver services on behalf of the local government. IIZUKA Citizen Services Manager allows these organisations to receive service requests directly from the virtual contact centre without the need for the involvement of the local government organisation.

Emergency Services

Emergency Services must have a highly responsive service for dealing with emergencies, but must also provide a number of non-emergency services. IIZUKA Citizen Services Manager allows emergency services to manage and deliver these non-emergency services, whilst also being able to redirect emergency contact made via the wrong channel.

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