Although we already help millions of people every year to access their rights and sort out their problems, many people do not know what we can do or are not able to access the advice services that we provide.
We want to change that and have established a three year access strategy to make it happen. By the end of March 2008, we aim to help more people and ensure that those in greatest need receive the most appropriate service from us. It’s a big job, but we’re determined to make the changes needed.
“Advice kiosks in bureaux significantly cut down waiting times. A valuable resource that empowers clients to become better informed before they are interviewed.” Bureau manager
Year one (2005/06)
In the first year, we had a good look at what we were already doing, produced an award-winning film showing what we might look like in the future and completed a number of key initiatives:
Year two (2006/07)
Having successfully completed year one we are now moving forward by:
- establishing a single national telephone advice number
- setting up a national email advice service
- improving access to web based information and services
- introducing the new approach to service delivery
- considering how interactive (chat room style) advice can best be used
- forging productive partnerships with other agencies and advice providers
Year three (2007/08)
So much of year three depends on what is achieved in year two, which in turn depends on attracting new funders and partners, but we do expect to spend year three fine tuning our year two work and ensuring that the changes are sustainable.
Help us change
We can’t do this on our own, we need resources and we need your help. Perhaps you are able to:
- Sponsor a particular initiative?
- Make part of your contact/call centre infrastructure available?
- Provide technical advice and/or support?
- Share your experience and/or expertise?
- Influence thinking within your organisation?
The Citizens Advice service of the future
More information
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