Simplifying the Customer Interface
Reducing avoidable contacts
The range of services available is often bewildering to the citizen and it can be very time consuming and difficult to contact the correct organisition to request the correct service. This is one of the main causes of customer dissatisfaction and overall, public servants spend too much of their time dealing with frustrated callers, capturing duplicate information and undoing or redoing work, generating ‘waste’ in their organisations. The syndrome has become the target of NI 14 where organisations are required to reduce 'avoidable contacts'.
Therefore one of the main goals of a shared services partnership is to simplify the process of a citizen reporting problems and the subsequent actions of service providers.
The diagram shows how IIZUKA Citizen Services Manager enables the citizen to contact a single point but to have access to a range of services and providers working behind that front line. The citizen may have a range of access options such use of a drop-in reception centre, telephone contact through a call centre or diversion to a specialist emergency contact centre:
Benefits
IIZUKA Citizen Services Manager offers the folowing benefits to simplify the customer interface:
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Single point of contact for all problem and service types
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Citizens are shielded from the inner complexities of the partnership
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Citizens do not need to know who provides which service
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Customer Service Advisers access up-to-date information from all service providers to set customer expectations
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Service delivery is tracked for feedback to citizens
Where access is by telephone to a call centre call volumes can be split across call centres provided by different partners thereby improving resource efficiencies.
