How Wales’ independent advice
sector is preparing for multiple
challenges
Brave New World?
Fran Targett
November 2013
What’s happening to our
clients?
People are being hit by:
• Government’s plans to reduce the
deficit - cuts to public serv...
Client need realities
(Citizens Advice Cymru figures)

• Increase in the proportion of the enquiries relating to
welfare b...
What’s happening to our
services?
Providers are being hit by:
Government’s plans to reduce the deficit
•
•
•
•

welfare sy...
Funding realities
(Independent Advice Providers Forum figures)

Figures for funding losses between 2012/13
and 2013/14
• O...
Clients are our focus
We need to:
• resolve clients’ problems as quickly as
possible
• enable clients to access our servic...
1

Who are our clients and how do we target our help?

2

What is the breadth and
depth of our advice offer?

3

What is t...
1

Who are our clients and how do we target our help?

we are here for
everyone

Are our services attractive to all?

we t...
2

Welfare

What is the breadth of our
advice offer?

Money

Consumer

Employment Discrimination

Housing

We focus the br...
2
3

What is the depth of our
advice offer?

Ensure our operating models
resolve as many clients’ problems
at first point ...
3

Stage 1

What is the right shape of our advice
delivery channels?

In depth face to face

Face-to-face

Digital

In-dep...
4

What is the
breadth and
depth of our policy and
campaigns offer?

Influencing
effectively and
earlier
Independent Advice Providers
Provider members who have contributed to the response to
the Welsh Government Advice Services...
The future –
Brave New World?
•
•
•

Respond to austerity
Work in collaboration
Demonstrate our resilience
Deliver for our...
Upcoming SlideShare
Loading in …5
×

How Wales' independent advice sector is preparing for multiple challenges

257 views

Published on

By Fran Targett of Citizen's Advice Cymru at WCVA's Annual Conference 2013

Published in: Health & Medicine, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
257
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

How Wales' independent advice sector is preparing for multiple challenges

  1. 1. How Wales’ independent advice sector is preparing for multiple challenges Brave New World? Fran Targett November 2013
  2. 2. What’s happening to our clients? People are being hit by: • Government’s plans to reduce the deficit - cuts to public services • Welfare reform • Recession and increased costs Our clients need us now more than ever
  3. 3. Client need realities (Citizens Advice Cymru figures) • Increase in the proportion of the enquiries relating to welfare benefits from 32% to 45% of total enquiries • Debt enquiries 29% of the total enquiries • Employment, housing and relationship enquiries
  4. 4. What’s happening to our services? Providers are being hit by: Government’s plans to reduce the deficit • • • • welfare system changes cuts to public services reduced resources for local authorities Legal Aid reform and social welfare law funding •Recession and increased costs • Increased competition • Volunteers • New delivery partners • Welsh Government •Potential for growth Advice Services Review
  5. 5. Funding realities (Independent Advice Providers Forum figures) Figures for funding losses between 2012/13 and 2013/14 • Over £4,290,000 total funding losses identified from the advice sector • Partially replaced on a one-off basis through funding this year from Welsh Government of over £1,000,000 directly for advice provision
  6. 6. Clients are our focus We need to: • resolve clients’ problems as quickly as possible • enable clients to access our services in the way they want • deliver high quality services • use our knowledge and insight to improve things for our clients and others at a policy level • ensure consistency across advice services
  7. 7. 1 Who are our clients and how do we target our help? 2 What is the breadth and depth of our advice offer? 3 What is the right shape of advice delivery channels? 4 What is the breadth and depth of our preventative, policy and campaigns offer? One Service delivery model?
  8. 8. 1 Who are our clients and how do we target our help? we are here for everyone Are our services attractive to all? we target our help by issue, wherever detriment is greatest we don’t start with any bias towards any particular group(s) that means our help reaches those who need it most
  9. 9. 2 Welfare What is the breadth of our advice offer? Money Consumer Employment Discrimination Housing We focus the breadth of our advice by issue, wherever detriment to individuals or society is greatest Assisted digital provision makes our help seamless and consistent across delivery channels and geography – so we can reach clients more easily
  10. 10. 2 3 What is the depth of our advice offer? Ensure our operating models resolve as many clients’ problems at first point of contact as possible – a staged approach Stage 1 Stage 2 Stage 3 Then we move to in-depth advice if needed Problem solved Referral between partners Problem solved Stage 4 Casework when needed Problem solved
  11. 11. 3 Stage 1 What is the right shape of our advice delivery channels? In depth face to face Face-to-face Digital In-depth phone SHIFT BETWEEN CHANNELS Phone Solved Casework Solved Solved Solved In-depth digital Solved Solved Preventative, policy and campaigns First contact
  12. 12. 4 What is the breadth and depth of our policy and campaigns offer? Influencing effectively and earlier
  13. 13. Independent Advice Providers Provider members who have contributed to the response to the Welsh Government Advice Services Review: Advice Services Alliance – www.asauk.org.uk AdviceUK - www.adviceuk.org.uk Age Connects Wales - http://www.ageconnectswales.org.uk Age Cymru - www.ageuk.org.uk/cymru Care and Repair - www.careandrepair.org.uk Citizens Advice Cymru – www.adviceguide.org.uk/wales Community Housing Cymru - www.chcymru.org.uk Law Centres Federation - www.lawcentres.org.uk Law Society in Wales - www.lawsociety.org.uk Macmillan - www.macmillan.org.uk Legal Aid Practitioners Group - www.lapg.co.uk RNIB - www.rnib.org.uk Shelter Cymru - www.sheltercymru.org.uk SNAP Cymru - www.snapcymru.org Ty Arian – www.tyarian.co.uk Welfare Rights Advisers Cymru - www.nawra.org.uk Welsh Refugee Council - www.welshrefugeecouncil.org
  14. 14. The future – Brave New World? • • • Respond to austerity Work in collaboration Demonstrate our resilience Deliver for our clients

×