Strategic Priorities

Cymraeg

The following priorities have been agreed by the Citizens Advice organisation (England & Wales):

Advice Priorities

  1. We will protect and, where possible, increase the ‘supply’ of 1-1 advice provision available within the service, to enable more clients to access advice
  2. We will increase the effectiveness and efficiency of advice giving processes to enable advisors to support more clients whilst still providing a quality service
  3. We will make our advice fit for the future by understanding, defining and developing our place in the wider advice ecosystem

Advocacy Priorities

  1. We will test the idea that a stronger feedback loop between advice and advocacy will achieve great impact for our clients.
  2. We will further position ourselves as the leading organisation for bringing front-line insights into policy making

Inclusive Access Priorities

  1. We will improve the accessibility of our service for marginalised clients
  2. We will improve the overall client experience for clients of colour
  3. We will increase the voice of clients and potential clients (especially those who are most minoritised and marginalised) in all of our work to improve our ability to meet their needs

Organisational Health Priorities

  1. We will improve the experience of colleagues in priority aspects of the employee lifecycle, increasing colleague attraction, satisfaction and retention
  2. We will build our understanding of system-wide financials and our strategic finance and funding options, prioritising our short and longer-term sustainability activities accordingly
  3. We will work collaboratively across the service to build common purpose around our key opportunities and challenges and work together to address them, progressively determining how to evolve our system – and our strategic partnerships – with and for clients
  4. We will focus on strengthening our organisational foundations in the National organisation: building the key capabilities, processes, systems and behaviours needed to support the effective performance of Citizens Advice

We share these priorities. Our Business Plan sets out what we are doing locally to support them..