Content Moderation, Community
Management & Support Services
Who Cares Trust? Care Zone
I am pleased to write in support of ICUC Moderation in their bid to win business with your organization. In all my dealings with Keith Bilous and the rest of the ICUC team, I have been impressed with their attention to detail, their committed customer focus, and their integrity.
ICUC provided moderation and user support services to CareZone, a secure online virtual world project run by the Who Cares? Trust. The trust is a London-based national charity working to improve the lives of children in foster care across the United Kingdom. CareZone was designed to offer information, advice and social interaction tailored for the needs of this vulnerable group of young people.
As part of a wider review of all supplier contracts, I surveyed the market to assess our options for chat moderation and user support services. I was initially attracted to ICUC's competitive pricing, but needed to be certain that this entailed no compromise on service quality and consistency: child protection was our first priority, as it was for the social services departments who were our customers.
Throughout the negotiation process, Mr Bilous impressed me with his focus on our needs, and his willingness to work in partnership with us to shape their services in line with our requirements. This is by no means the norm, with many suppliers offering packaged services that lack flexibility. We were very concerned to communicate the particular pressures and sensitivities around our user group, and to clarify the need for a complex emergency escalation procedure. Keith never wavered in his commitment to get this right and to ensure that his staff understood how to put this into practice. We were reassured by how seriously ICUC took this preparation phase-critical to delivering the right service to our users.
The transition from our previous supplier was very smooth, and we were very happy with the service ICUC provided. They worked with us to be sure that their moderators interacted with users in an appropriate way, and I was pleased with their willingness to engage with our users to create a positive and supportive community environment. Both our staff and the children who used our service noticed the difference.
I found everyone at ICUC to be consistently friendly, approachable and pro-active: both management and staff have an obvious commitment to doing the best possible job. I am happy to recommend ICUC Moderation to you without reservation. Please don't hesitate to contact me to confirm or expand on this recommendation.
Yours truly,
James Massender
Website Project Manager
London Transport Museum
t: +44 20 7379 6344 Ext. 2244
e: james.massender@ltmuseum.co.uk