“Simplifying Complexity”

Simplifying Service Delivery

IIZUKA Improves Customer Satisfaction

In contrast to the traditional citizen relationship management approach to service delivery, IIZUKA believes that Customer Service Advisors (CSAs) should be encouraged and trained to act as citizen champions, providing a single view of the partnership and acting as service ‘brokers’ for local people and able to provide 'advocacy' on available assistance. IIZUKA has demonstrated the power of this approach with the Northumbria 101 Partnership and has gone on to support Sunderland CC and Newcastle CC in expanding the use of Citizen Services Manager into new service areas.

Multi Agency Collaboration

IIZUKA provides the central hub around which all service delivery across the partnership is coordinated, thereby supporting an operational model where CSAs act on the customer's behalf to manage the complexity of requesting services from providers.This approach is especially powerful where multiple agencies must collaborate to solve a single customer problem.

Feedback on Progress

IIZUKA Citizen Services Manager coordinates all related service requests and ensures that all agencies have up to date information about the progress of each. This also enables to the customer to contact a single point to receive an update on all aspects of their problem or enquiry.