Introduction from our Chair
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I have been involved with the Citizens Advice service for 29 years, in roles ranging from volunteer adviser to my current one as Chair of Citizens Advice. Each year has seen new achievements and fresh challenges. Each year has seen some traditional themes that would have been familiar to volunteers in 1939, when many bureaux were established, but also some changes that could not have been predicted even a decade ago. This year has been no exception.
The challenges of the Citizens Advice service in 2005/06 were in many ways similar to those that it has always faced: to help as many people as possible resolve their benefits, employment and other problems. The types of problems do change – debt is a particular problem for many people now and this is reflected in our clients’ problems – but our practical, person-centred approach does not. And we continued to address those problems in two ways: by providing advice and information to those who need it, and by bringing about changes in those policies and practice that cause the problems in the first place. During 2005/06 we saw over two million clients with one or more problems but millions more benefited from our work to influence policymakers. This concentration on the 'twin aims' of advice and policy is a key and consistent strength of the service.
But there were also many changes in 2005/06, particularly in new technology. Last year we introduced a new, online version of the information database that bureaux refer to when advising clients. Renamed 'AdviserNet', it means that we can provide much faster updates when laws and policies change, which in turn means that bureaux can provide the most recent and up-to-date advice to clients. More bureaux are now using our electronic case management system, which streamlines client record-keeping and provides us with virtually instant access to data about trends in problems. We also piloted new electronic advice 'kiosks' that allow clients to find the information they need themselves and increased the content of our award-winning information website adviceguide.org.uk, whose visitors increased from 2.4 to 4.3 million. All of these initiatives augur well for the future of the service.
Not all the changes have been positive however. Last year we learned that our grant in aid from the Department of Trade and Industry (DTI) would fall from 2006/07 and we began work on a savings programme that will reduce our annual expenditure by £4 million (20 per cent) by 2008. These cuts will inevitably have an impact on the levels of service we can provide to bureaux, though we will strive to reduce them as far as possible.
Despite this challenge, I remain optimistic for the future of the service. It is a vital part of the fabric of our society and will, I believe, remain so for many years to come.
The Revd. Hilary Watkins, Chair, Citizens Advice
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