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Public services policy research

Citizens Advice helps thousands of people with public service issues every year. We provide support to people with a wide range of advice queries, including about schools, GP services, hospitals, local authorities and government agencies.This means we have a really detailed understanding of public services and how they can best support their users.
All too often we find that public services rely upon outdated systems and we see firsthand the frustration people experience when they receive poor service. We are examining how public services can become more responsive to people’s shifting needs and preferences. We know public services are most efficient when they are designed around how people actually behave.

Through our programme of work, we highlight key lessons and practical ways of developing and delivering better value, responsive public services.

Find out more about what our Consumer and Public Services policy team is working on.