Published2nd February 2016
Citizens Advice supports a network of 338 independent local charities in England and Wales known as bureaux. Citizens Advice Bureaux provide free, independent, confidential and impartial advice to the public on their rights and responsibilities. All bureaux use the same CRM case management system, which also records outcomes. There is almost universal take up of the system, and guidance sits behind it to ensure everyone understands how to use it. Citizens Advice has central access to all of the data, meaning they have an understanding of what is happening nationally. The Bureaux can access all of their own data and there are built in reports to help them to do so, as well as the option of creating customised reports.