Making information available
In 2006/07, Citizens Advice spent £1,887,000 on producing and distributing accurate information for bureaux to use to advise clients and for the public to access directly.
Citizens Advice’s multi-awarding winning website, Adviceguide goes from strength to strength. The site allows the public to access our information directly to help them resolve their problems. Available 24 hours a day, Adviceguide has content in 12 languages.
CAB advisers rely on relevant, accessible and practical information to help 2 million clients a year with more than 5.7 million problems.
Trained advisers use AdviserNet, a unique, comprehensive internet-based information system that is kept up-to-date and published by 20 information officers at national Citizens Advice.
The following outlines performance against the objectives for 2006/07 as stated in the 2005/06 annual report:
During 2006/07 we have:
increased visitors to our online advice website, Adviceguide by over 2 million to 6.2 million an increase of 44%
worked with organisations like Shelter, Defra and Samaritans to reach specific client groups
developed a ‘gateway’ assessment process to help identify clients in need of face-to-face in-depth advice
supported bureaux in a campaign to raise awareness of tax credits, resulting in a £1.5 million take up in entitlement
been awarded contracts to extend advice services to prisons in projects across Kent and the north of England
formed a partnership with the Personal Finance Society to provide generic financial advice to CAB clients on a pro bono basis
formed a partnership with Credit Unions to enable vulnerable people to access affordable finance.
During 2006/07 we were unable to:
secure funding for a national telephone number. This will be a strategic objective for the next financial year.
Next year we will:
aim to create a national phone and email service to increase the ways people can access advice
encourage bureaux to use the ‘gateway’ assessment system so advice is streamlined more effectively
work with partners to improve CAB services to ‘hard to reach’ groups.
14: The number of financial capability we have established to enable bureaux and their partners to exchange best practice.
2,726: Volunteers completed their training to become a CAB adviser.