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Investing in IT

Citizens Advice has developed the IT infrastructure, systems and products that enables the service to function more effectively at every level – from advice provision in a bureau, to a client seeking help through our advice website, to the way we collect and analyse data about our clients’ problems. During 2005/06, £6,339,000 was spent on developing and maintaining our IT network.

Citizens Advice has come a long way since our inception in 1939. Extensive use of IT is now standard right across the service. Every bureau is linked by a secure network that enables clients to access e-government services and also provides a platform to run CASE, our client case management system. This allows bureaux to streamline client records, ensures they are accessible at any site, reduces paperwork, saves time and increases the accuracy of information held. Most significantly, the detailed data we now hold about our clients’ problems greatly enhances evidence for our policy and campaigning work.

Citizens Advice also provides an IT support service to bureaux, ensures the stability of the IT network and continues to develop new IT solutions to improve bureau effectiveness.

During 2005/06 we said that we would:

• make more use of our client data to make our social policy work more effective
• increase the number of bureaux using our client case management system to record enquiries and client information.

During this year we have:

• made significant improvements to the way we analyse client data
• increased the number of bureaux using our client case management system to over 90 per cent
• audited and updated IT standards in bureaux
• reviewed the effectiveness of IT as part of an efficiencies programme.

Next year we will:

• continue to promote the benefits to bureaux of using our electronic client management system, and refine it to ensure its use is maximised
• continue to provide bureaux with the tools and training required to deliver advice within the electronic environment
• deliver further efficiency savings by implementing operational changes identified in 2005/06.

We launched an e-learning programme for bureau advisers.

Our unique information resource for bureau adviser AdviserNet was published online.

Our electronic case management system is now used by over 90 per cent of bureaux.

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