Citizens Advice aims to answer double the number of calls by 2022

15 May 2019 News

Gillian Guy, chief executive of Citizens Advice

Citizens Advice has published a strategic framework for the next three years, which includes an aim to double the number of calls it currently answers.

The charity’s new report includes plans for the organisation’s service delivery, as well as its funding and staff culture.

By 2022, the charity plans to double the number of calls it is able to answer and quadruple the number of chat queries it is able to respond to.

According to the charity's latest accounts, it responds to about 870,000 calls a year and 180,000 webchat queries.

Citizens Advice says it will also set “ambitious targets” for minimum waiting times for face-to-face appointments.

The charity says it will invest in “best-in-class” technology platforms to improve customer services, make them more accessible and free up adviser time.

It says the charity will be “exploring new sources of income” but does not elaborate on what these could be. It brought in £93.8m in the year to March 2018, down from £99.1m the year before.

The charity says it will develop its local and national partnerships and ensure the way it designs and costs services takes into account the needs of disadvantaged groups.

It also plans to achieve “greater equality of opportunity” within its workforce, and to set itself “challenging diversity and inclusion objectives”.

The charity will measure its progress using “sector-leading data and insights” across three indicators: demand met, problems solved and client satisfaction.

Writing for Civil Society News, chief executive Gillian Guy said: “We’ve set a new vision for 2022, which remains true to our roots.

“When we say we are here for everyone, whoever they are and whatever their problem, we mean it. Not everyone is the same and we never judge anyone who comes to us.

“We are committed to reaching as many people who need our help as possible and understand that different people require different kinds of information and support. Equality, diversity and inclusion are at the very heart of this new framework.”

Civil Society Media's Charity People & Culture Conference takes place in September and this year the overall theme is 'Wellbeing & inclusion in modernisation'. View the programme and book online here.



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