How can we create the most local and best possible user experience for people engaging with the Citizens Advice Scotland network?

Concepts

• edinburgh
• information technology
• citizens advice scotland
• best possible user experience
• best services
• right local cab advisers
• chances of an allocation of a local advisor
• possible building
• people
• local deployment of advisors

Location

Description

As its name suggests, members of Citizens Advice Scotland provide advice to people across Scotland, across a wide range of topics and communities . Much of this help has been traditionally face to face, but the organisation has been developing online services for some years. However the pandemic has accelerated our digital transformation, and we want to build the best services we possibly can whilst ensuring advice is delivered as locally as possible Building on our experience of launching the national Scottish Citizen Advice Helpline (SCAH) service, which went live on 14 April 2020, we want to enable everyone wishing to use our services, irrespective of the way they contact us [phone, chat or website] to benefit a national portal that consistently, effectively and automatically routes them to the right local CAB advisers. This would not only ensure that the chances of an allocation of a local advisor the default and enables more local deployment of advisors,. In the first instance, we want to focus on streamlining the help available for those in debt including advice on benefits and employment. So how can tech help us create the best possible user experience for people engaging with the Citizens Advice Scotland network?

Ammendments to Previous Notice

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support

Other Information

Please visit our website for information on CivTech and how to get involved. https://www.civtechalliance.org/ ** PREVIEW NOTICE, please check Find a Tender for full details. ** Our online submission system at publiccontractsscotland.gov.uk will be offline for maintenance this evening so, to avoid any issues with your applications, we are extending the CivTech 6 deadline to noon on Monday 12 July.