How IIZUKA enabled Victim Support to deliver unified, multi-contract services at scale
“Case Manager has helped Victim Support modernise and consolidate our approach to case management. The platform supports multiple contracts, service models, referral routes and operational requirements within a single solution, while providing the data needed for organisational and commissioner reporting. IIZUKA’s willingness to work with us on new functionality, integrations and continuous improvement has been an important part of the partnership.”
Grant Ustead, Director-Technology, Victim Support
Overview
IIZUKA won a competitive tender to provide case management software for Victim Support (VS) to transform a complex, fragmented service landscape into a single, scalable case management platform.
Victim Support is an independent charity dedicated to supporting victims of crime and traumatic incidents in England and Wales. They provide specialist help to support people to cope and move on to the point where they feel they are back on track with their lives. VS operates across multiple Police and Crime Commissioners (PCCs), local authorities, and national services—each with distinct processes, data requirements, and reporting expectations.
Our role was to analyse, design, configure, and extend our Case Manager platform to bring these services together into one unified system, while enabling robust reporting through a purpose-built data warehouse. is a charity committed to empowering people and change across its service areas: substance use, domestic abuse, criminal justice, housing and young people.
Understanding the Challenge
From the outset, it was clear that VS required a case management system that could deal with a high volume of cases, covering a wide range of crimes and coming from multiple sources. Key complexities included:
● Multiple contracts with different workflows and reporting requirements
● High-volume referrals from diverse sources in inconsistent formats
● Limited visibility of operational demand and system usage
● The need to collaborate across multiple agencies and stakeholders
We began with a detailed discovery phase, working closely with VS teams to map their services, processes, and data flows end-to-end.
Our Approach
1. Deep Process Analysis and Service Modelling
After setting up a joint project team, we conducted a comprehensive analysis of VS operations, including:
● Referral intake from police forces and national services
● Triage, assessment, and service delivery workflows
● Contract-specific variations in process and reporting
● Allocation models based on geography and specialism
This allowed us to rationalise and simplify what was initially a complex service model, creating the foundation for a standardised yet flexible system design.
2. Configuring a Unified Case Management Platform
Using our Case Manager platform, we configured a single system to manage all VS services, ensuring:
● A consistent core case model across the organisation
● Configurable workflows tailored to individual contracts
● End-to-end management from referral through to case closure
This removed the need for multiple systems and manual workarounds, enabling VS to operate through one unified platform.
3. Extending Case Manager for Multi-Contract Delivery
To meet VS’s unique requirements, we developed enhancements to support:
● Multiple contracts within a single system
● Contract-driven workflow rules and behaviours
● Automated routing and handling based on contract logic
These additions were critical in enabling VS to operate as a multi-contract, multi-agency provider, while maintaining clarity and control at a local level.
4. Building Proof of Concept and Test Environments
As part of the competitive tender process, we took a hands-on approach by:
● Building a working system during the demo phase
● Creating dedicated test environments for VS
● Enabling detailed, scenario-based testing at scale
This gave VS confidence not only in the technology, but in how it would perform under real-world conditions—particularly given the uncertainty around data volumes.
5. Delivering Complex Data Migration at Scale
We designed and executed a large-scale data migration strategy using Case Manager’s Data Import tool, including:
● Migration of open cases into the live system
● Archiving of closed cases into a separate environment
In total, around 4 million cases were migrated. To minimise each service’s downtime, we managed this transition across lots of regional services in a staged way.
We successfully migrated a large volume of complex records and attachments within a short timeframe, while meeting stringent security and governance requirements—supporting a system that now manages millions of cases.
6. Enabling Automation and High-Volume Processing
We configured advanced automation capabilities to handle:
● High-volume referral ingestion from multiple sources
● Automated triage based on crime type, location, and contract
● Intelligent routing to the correct teams or services
● Exception handling through dashboards and work queues
This ensures that the majority of cases are processed efficiently, with human intervention focused where it adds the most value.
7. Designing and Delivering the Data Warehouse
VS already had a data warehouse managed by the incumbent supplier, with data refreshed every 24 hours, and a long ETL process. To provide more timely reporting, IIZUKA worked closely with Mazepoint and VS to deliver a new centralised Data Warehouse solution with real-time updates.
Our role included:
● Defining how Case Manager outputs both data and configuration structures
● Ensuring VS terminology and service models were accurately reflected
● Supporting the integration between Case Manager and the warehouse
The resulting solution provides:
● A single, consistent reporting layer across all contracts and services
● The ability to report on all operational and performance metrics for a wide range of commissioners and stakeholders
● GDPR-compliant anonymisation of sensitive data
● Historical, point-in-time reporting for audit and analysis
The new solution provides a scalable and reliable reporting model, with real-time updates replacing the previous daily refresh cycle.
The Outcome
Through our partnership with VS, we delivered:
A Flexible, Unified Platform:
One system now supports multiple contracts, services, and agencies, simplifying operations and improving consistency.
Scalable Multi-Contract Capability:
VS can manage diverse contractual requirements within a single, flexible framework, without duplication or complexity.
Robust, Centralised Reporting:
The Data Warehouse provides comprehensive, standardised reporting for all stakeholders—reducing effort and improving transparency.
Operational Efficiency at Scale:
Automation and intelligent workflows enable VS to handle high volumes of referrals efficiently, even during peak demand.
Confidence Through Proven Delivery:
From proof of concept to full implementation, our approach ensured VS had confidence at every stage—supported by rigorous testing and collaboration.
Victim Support’s view:
Grant Ustead, Director - Technology, said: “Case Manager has helped Victim Support modernise and consolidate our approach to case management. The platform supports multiple contracts, service models, referral routes and operational requirements within a single solution, while providing the data needed for organisational and commissioner reporting. IIZUKA’s willingness to work with us on new functionality, integrations and continuous improvement has been an important part of the partnership.”
Share this case study:
Related case studies
