NORTH & SOUTH LEINSTER CITIZENS INFORMATION SERVICE
Social Impact Measurement Report
South Leinster and North Leinster Citizens Information Service Social Impact Measurement Report, November 2023
Contents
Acknowledgements
4
1. Introduction
5
2. Purpose of the Project
8
3. Pilot Structure and Approach
11
4. Report findings
12
4.1
Quantitative responses
12
4.2
Qualitative responses
18
5. Conclusions and Recommendations
29
5.1
Conclusions
29
5.2
Recommendations
30
Appendix 1: Customer Impact Survey
31
Appendix 2: Customer Impact Survey: Document for Surveyors Opening Narrative
34
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Acknowledgements The project team would like to extend its thanks to the following who supported the project: Noel O’Connor Regional Manager NLCIS Susan Ryan Regional Manager SLCIS Deborah Dwyer Development Manager NLCIS Fiona Kearney ASW SLCIS Clare Talbot NLCIS Westmeath Area sponsored by Westmeath Community Development Samantha Byrne NLCIS Westmeath Area sponsored by Westmeath Community Development David McDonald Data Analysis and Report Writer, SLCIS
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1.
Introduction Impact measurement, often referred to as “public value”, assesses the benefits an organisation provides to society. Traditional for-profit measurement tools such as return on investment, net profit, etc. are not suitable for evaluating the success of charities. This is because social organisations are typically established to address social challenges, such as alleviating child poverty or reducing isolation among older people. Impact measurement lies at the heart of the charity sector, and its fundamental purpose is to create public benefit, improve people’s lives, strengthen communities, and bring about positive societal change. The impact is the change that has occurred, whether it is positive or negative; it informs decision-making. A positive impact allows charities to continue to develop the path they are on, while a negative impact results in the organisation making changes. Therefore, impact measurement cannot solely rely on monetary terms, and outcomes must be assessed to determine if a charity is making a positive social impact in line with its stated aims. In summary, social impact measurement is assessing what changes have taken place. An activity can be identified using an “active” verb. For example, hosting, training, teaching, meetings, and therefore activities include actions, processes, tools, events, planning, training courses, and client and staff interactions. In the case of the Citizens Information Service (CIS), it is the act of providing information, advice, assistance, and advocacy to the client through face-to-face, telephone, and email interactions. It also includes other activities such as staff training on expert topics and data input into the data collection databases, among various but a few of the activities carried out by the CIC staff. Outputs are the direct products of service activities. These are easily measurable. For instance, in the Citizens Information Service, outputs include the number of staff members attending training courses, the number of training courses provided, the number of CIS clients who contacted the service, the number of questions answered, and the number of topic categories for which information is provided. The specific changes for the client are typically classified as short-term, medium-term, or longterm outcomes.
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Change in Awareness
Change in Attitude
Change in Knowledge/Skills
Knows about local services and social activites.
Increased interest and feeling they can engage in social activity.
Increased communication skills.
Change in Wellbeing
Change in Behaviour
Increased life satisfaction through decreased social exclusion.
Increase social contact with new people in community.
Short-term and medium-term outcomes pre-empt long-term outcomes. It is challenging to measure medium-term outcomes in relation to information, advice, or assistance where clients are dealt with within 20–30 minutes and no follow-up is required. Long-term outcomes are very achievable to measure within the CIS, as most of these interventions would take place through our advocacy settings, where there is a long-term relationship with the client, typically lasting approximately 9–18 months. Examples of outcomes can be categorised into five areas: changes in awareness (knowledge about the service or a payment); changes in attitude (feeling more positive and confident); changes in knowledge and skills (understanding social welfare payments and the ability to solve problems independently); changes in behaviours such as ceasing to use drugs; and changes in wellbeing (feeling less stressed, reduced social exclusion, and achieving financial independence). An indicator is a means of assessing the change that the organisation aims to achieve. Within the CIS, there are tools available for this purpose, which include case closure outcomes, data collected from feedback forms and feedback form analysis, social policy returns, and making recommendations to our funders. We publish case studies and redacted feedback quotations from our clients in our annual reports, providing examples of how our service has improved people’s lives for the better.
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Indicators are most effective when there is a baseline, which serves as an objective measurement of the situation before the intervention was provided. For example, in a supported employment programme for a person with a disability, the goal is social inclusion. The baseline would be a measurement of a person’s feeling of social inclusion before the intervention, which is the provision of an advocacy service. After the service ends, the person’s feelings of social inclusion are reassessed to determine if the desired outcome has been achieved. The questions asked serve as indicators, providing the means for measurement. The tool is the delivery mechanism for the indicators, such as using a survey method or conducting a “one-to-one” interview. As mentioned, the CIS has a clear understanding of its impact on its advocacy clients. However, it is more challenging to assess the CIS impact on drop-in, call-back, and appointment clients, where interactions are very brief. The impact of advocacy interactions is recorded through the Electronic Case Management System, which tracks all actions, social policies, risk dates, and the outcomes of each case for the client, whether it was fully achieved, partially achieved, withdrawn, or not achieved. Case studies resulting from this work are recorded in annual reports. These cases are discussed at case exchange days, fostering shared knowledge and increasing staff morale across the service. However, this advocacy work only accounts for approximately 1% of CIS service delivery. The purpose of this project is to establish a social impact measurement tool that focuses on assessing the CIS’s social impact on drop-in and call-back clients. It is important to note that this project does not intend to assess the social and economic impact of the service.
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2.
Purpose of the Project The North Leinster Citizens Information Service (NLCIS) and the South Leinster Citizens Information Service (SLCIS) were established in July 2018. The main object of CIS is to advance education and benefit the community through the provision of free and confidential information, advice, and advocacy services. This service aims to inform, educate, and empower all individuals, without discrimination, by ensuring that individuals have access to accurate, comprehensive, and clear information regarding their civil and social rights, entitlements, and civic duties. The National Advocacy Guidelines 2007, published by the Citizens Information Board, define advocacy as:
“Advocacy is a means of empowering people by supporting them to assert their views, claim their entitlements, and, where necessary, represent and negotiate on their behalf. Advocacy can often be undertaken by people themselves, by their friends and relatives, or by people who have had similar experiences. Delivering a professional advocacy service means providing a trained person who, on the basis of an understanding of a client’s needs and wishes, will advise and support that client to make a decision or claim an entitlement and who will, if appropriate, go on to negotiate or make a case for them”. CIS provides empowerment and representative advocacy services delivered by trained staff. These services take the form of information, signposting, referrals, advice, and assistance. When necessary, they also offer representative advocacy. The service is free to all members of the public and is delivered impartially and in a non-judgemental manner through various channels, including a faceto-face service (drop-ins and appointments), telephone consultations, and email interactions. These services cover the following areas:
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•
Social welfare
•
Moving country
•
Employment
•
Travel and recreation
•
Housing
•
Education and training
•
Health
•
Consumer affairs
•
Covid-19
•
Death and bereavement
•
Money and tax
•
Government in Ireland
•
Birth, family, and relationships
•
Environment
•
Justice
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When examining the theory of impact measurement, it is evident that impact measurement is a worthwhile exercise that should be pursued. Its benefits include supporting positive engagement with funders, ensuring the organisation’s aim is being achieved, ensuring continuous learning and informed decision-making, and fostering stakeholder and client engagement.
The Social Impact Journey of an Organisation Nothing
1 We don’t record anything.
We count our outputs
2
3
we count activities and ‘bums on seats’.
We place the views of our stakeholders before ours
4 We involve our stakeholders in identifying and clarifying outcomes.
We measure outcomes over time
5
6
We measure what happens as a result of our work (ideally pre and post).
We work out what our stakeholders value most
7 We ask and gather research too understand what stakeholders value the most.
We work out how much change is due to our work
8
We validate our work
9
We understand what would have happened anyway; and how much of the change is due to us.
10 We get our work peer reviewed.
Within the context of the “Social Impact Journey of an Organisation” described above, CIS falls between stages 5 and 6. Although CIS does not assess impact, in 2017 (prior to the 2018 restructure), the CIS network completed an outcome and impact report titled “Making an Impact: The Public Value of Citizens Information Service in Ireland”. This report assessed the impact of the Citizens Information Service nationally and offers an excellent baseline for continuing the output measurement work of CIS. The report has identified key impacts categorised into three pillars”: “economic value”, “social value” and “economic and social value”. In the context of academic theory, CIS could be considered to have low to medium competency in relation to strategic development and planning. This is because it does not have any outcome measurement systems in place. Without outcome measurement and a critical review of the results, CIS cannot fully operate as a continuous learning organisation and make well-informed planning decisions based on positive and, importantly, negative impact outcomes.
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CIS is good at identifying its vision, values, and mission and works effectively with its stakeholders. This is a very good starting point for commencing impact measurement. Additionally, CIS is also excellent at measuring its outputs; it collects ammonized data on every client it interacts with, including demographic information about the client and information about the type of issue they are presenting. The service also conducts continuous customer feedback, staff engagement surveys, client case studies, financial reports, annual reports, etc. 99% of CIS client interactions are anonymous, one-time interactions. For example, in 2022, North and South Leinster CIS handled 122,589 clients, answered 286,639 questions, and collected personal data from only 1031 clients. Of the time spent with clients, 52% is less than ten minutes, 38% is less than 20 minutes, 8% falls between 20 and 40 minutes, and 2% is over 40 minutes. So, the issues to be examined are as follows: •
Although CIS is clear on its outputs, how can it measure its social outcomes?
•
Have the service’s intended outcomes been achieved? This involves evaluating whether the service educates the client; for example, can the clients solve the challenges on their own; empowers the client without discrimination; and has the CIS provided clear, accurate, and comprehensive service?
•
What does empowerment look like? Is it reflected in increased trust and confidence, feelings of relief, reduced stress, and feeling less vulnerable? Does it involve the client knowing how to address a recurring challenge or a new one?
•
Will the client even remember their interaction with the CIS afterward, and how long should the CIS wait before its attempts to measure outcomes?
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3.
Pilot Structure and Approach The goal of the project was to survey 100 NLCIS and 100 SLCIS clients. Consistent with the principles of the GDPR, clients had given their express permission to allow the CIS to follow up on the client feedback that they had already submitted. The client consents were gathered at the customer feedback point of contact. Each service has its own customer feedback spreadsheet. This data was sanitised for the pilot’s purpose. The surveyors only received the names and phone numbers of the clients; they did not receive the customer feedback results. This means the surveyor did not know whether a client had a previous positive or negative interaction with the service, removing potential bias. NLSLCIS designed the survey and agreed on the project scope. The survey form is an online Microsoft Office form that could be sent to the client through a text message. If clients did not want to complete it online, the surveyors offered to conduct the survey with them over the phone, and the results were then input into the online survey platform. This approach ensured that all results were collected in a single portal. The questionnaire used is shown in the appendix. As seen, the questions asked were primarily “quantitative”—that gave respondents fixed choices for their responses—but also included some “qualitative” questions, which allowed the respondents to answer in their own words. The survey format was based on surveys used by various CICs in recent years. The survey was designed to achieve the following objectives: •
Standardise questions across all North Leinster CIS and South Leinster CIS centres
•
Remove ambiguities in the questions
•
Speed up completion time by eliminating questions and/or shortening responses
•
Enable responses to accurately reflect client sentiment about the service received
•
Gain a better understanding of our client’s needs
•
Identify areas where the service might be improved
The survey was conducted between May 16th and July 31st, 2023. A total of 181 clients responded, with 145 (80%) from North Leinster and 36 (20%) from South Leinster. The entire project took six months to complete. See Appendix 2 to review the Document for Surveyors, which provides a script for interacting with clients during the survey execution. NLCIS allocated two scheme workers to the project, and their work was supervised by a development manager. SLCIS conducted the data analysis and drafted the report.
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4.
Report findings The following are the report’s findings:
4.1
Quantitative responses The first question posed to the responders was to rate ten statements on a scale from 1 to 5, where (1) is Strongly disagree, (2) Disagree, (3) Neither agree nor disagree, (4) Agree and (5) is Strongly agree.
Q.1a: “Because of the Citizens Information Service, I have a better understanding of my issue.”
PERCENTAGE DISTRIBUTION Strongly agree (5)
80%
Agree (4)
13%
Neither agree nor disagree (3)
3%
Disagree (2)
2%
Strongly disagree (1)
3% 0
20%
40%
60%
80%
100%
Q.1b: “My issue was resolved because of the information given to me by the Citizens Information.”
PERCENTAGE DISTRIBUTION Strongly agree (5)
73%
Agree (4)
13%
Neither agree nor disagree (3)
5%
Disagree (2)
3% 6%
Strongly disagree (1) 0
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20%
40%
60%
80%
100%
Q.1c: “I felt that the service was confidential.” PERCENTAGE DISTRIBUTION Strongly agree (5)
95%
Agree (4)
2%
Neither agree nor disagree (3)
2%
Disagree (2)
1%
Strongly disagree (1)
1% 0
20%
40%
60%
80%
100%
Q.1d: “I felt that I was not judged by the service.” PERCENTAGE DISTRIBUTION Strongly agree (5)
96%
Agree (4)
1%
Neither agree nor disagree (3)
2%
Disagree (2)
3% 1%
Strongly disagree (1) 0
20%
40%
60%
80%
100%
Q.1e: “I now know what public service to access because I talked to the Citizens Information Service.”
PERCENTAGE DISTRIBUTION Strongly agree (5)
81%
Agree (4)
9%
Neither agree nor disagree (3)
6% 1%
Disagree (2)
3%
Strongly disagree (1) 0
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20%
40%
60%
80%
100%
13
Q.1f: “I felt the Citizens Information Service was accessible to my individual needs.” PERCENTAGE DISTRIBUTION Strongly agree (5)
91%
Agree (4)
2%
Neither agree nor disagree (3)
3%
Disagree (2)
1%
Strongly disagree (1)
2% 0
20%
40%
60%
80%
100%
Q.1g: “I feel that my trust in the service has increased because of my contact with Citizens Information.”
PERCENTAGE DISTRIBUTION Strongly agree (5)
87%
Agree (4)
6%
Neither agree nor disagree (3)
4%
Disagree (2)
1%
Strongly disagree (1)
2% 0
20%
40%
60%
80%
100%
Q.1h: “I felt less stressed after I had talked to the Citizens Information Service.” PERCENTAGE DISTRIBUTION Strongly agree (5)
82%
Agree (4)
7%
Neither agree nor disagree (3)
4%
Disagree (2)
3%
Strongly disagree (1)
4% 0
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20%
40%
60%
80%
100%
Q.1a: “I now feel confident that I could solve the problem I had by myself if the same issue happened again.”
PERCENTAGE DISTRIBUTION Strongly agree (5)
64%
Agree (4)
10%
Neither agree nor disagree (3)
10%
Disagree (2)
8%
Strongly disagree (1)
8% 0
20%
40%
60%
80%
100%
Q.1b: “The next time I have a problem and don’t know the answer, I will contact the Citizens Information Service for help.”
PERCENTAGE DISTRIBUTION Strongly agree (5)
94%
Agree (4)
1% 3%
Neither agree nor disagree (3) Disagree (2)
1%
Strongly disagree (1)
2% 0
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20%
40%
60%
80%
100%
15
Q.2: Did you receive the information you needed? Yes
No
9
8
Partly
Yes (90%) accounts for the majority of “Did you receive the information you required?”
164
Q.3: Would you use our service again? Yes
1
No
Yes (99.5%) accounts for the majority of “Would you use our service again?”
180
Q.7: Would you recommend our service to a friend? Question 7 on the survey asked clients if they would recommend our service to a friend. All 181 respondents indicated that they would.
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Q.8: Overall, were you happy
6
with the service you received from your Citizens Information Service? Yes
No
Yes (97%) accounts for the majority of “Overall, were you happy with the service you received from your Citizens
175
Information Service?”
Q.9: Are there any improvements you would recommend? Yes
18
No
No accounts for the majority of “Are there any improvements you would recommend.”
163
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4.2
Qualitative responses Feedback from Q2: “Did you receive the information you required?” In Question 2, clients were asked if they had received the information they required. Out of the 181 responses, 17 (9%) replied “no” or “partially”. Here is the feedback provided by all 17 respondents. Did you receive the information you required?
Partly
I was in a unique situation, but CIS put me on the right path
Partly
Had to go elsewhere for some of the information
Partly Partly Partly Partly Partly
Got documents to fill in but didn’t continue with it as it asked too many personal questions Felt I.O. was not very confident in the answers provided to client. Answers received from CIC website but nothing further, quite vague. Given as much information to hand at time 80% resolved issue. Client refurbish derelict house and has since been informed could still apply for grant after work is completed. My problem was very specific around housing and could not be sorted
Partly
Still needed more information
No
Did not get a call back I did not get a call back, but I have had other dealings with CIC in Monaghan and all were very helpful I was told we don’t get involved in this, and given no information, the only group that helped was Immigration Ireland but found it hard to get through to them I felt he was not interested in my problem, was very dismissive There were not enough people, not enough good people, not enough people with the knowledge to help. There was not enough good people from who I needed information from Why not? Not enough people who knew what I wanted to get me the right amount of money I needed Why not?
No
No
No
No
18
If “No or Partly”, please elaborate:
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Response Category Incomplete information from CIS Incomplete information from CIS Not CIS issue Incomplete information from CIS Incomplete information from CIS Incomplete information from client Incomplete information from CIS Incomplete information from CIS No call back to client No call back to client No information from CIS Poor staff attitude
Incomplete information from CIS
No
No No No
Clients specific issue had been compounded by the information given from DSP and information available to I.O.s on Disability allowance or CE scheme, allowed to work etc. The client actually was the one providing or navigating the issue and bringing information to the CIC Client did not want to elaborate I was given wrong information which worried me, as when I went to right dept what I was getting was right I received information from FLAC but it was not correct
Incomplete information from CIS Incomplete information from client Incorrect information from CIS Not CIS issue
Feedback from Q4: “Would you use our service again?” There was only one negative response, and the client’s issue had nothing to do with CIS but another agency. Comment: “I would not use FLAC again but would rather go to Citizens Information.”
Question 6 asked respondents to express in their own words how the service had helped them. Can you describe, in your own words, how the service has helped you?
I have more knowledge of what I inquired about. The service was very good, and the person I talked to was very helpful. Good explanation, all in the dark a bit. But rest assured, it was not my fault. My issue was resolved, and I understand better. Great help. I got the information I needed and the forms. Great help with my query. It gave me confidence to resolve the issue, and this was a great help. Without them, I would not know where I would have gone to get the information. I got the correct forms. Very helpful. Very helpful, very positive, and very accurate. Very helpful, friendly, and professional. Very helpful.
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I felt more confident, as now I had the knowledge to go forward. This time you did not get called back, but since I have been many times to CIC in Ballyfermot, and they are very helpful. Very helpful and very informative. I got the information I needed. They explained everything and answered all my questions, which was easier to understand than going online because of my English. By talking to them, I knew my rights and felt more confident in what I had to do. It was so helpful and friendly, and it gave me the confidence to go ahead and solve my issue. It put my mind at ease with the help I got. I did not get the issue resolved. It clarified the issue for me, and I understood everything better. I feel there is always someone there to help in a friendly, helpful way. I knew where to go, what to do, and how to do it after visiting CIC. They helped me with a matter that I did not want to discuss with anybody else and that was totally confidential. With so much information out there, CIC helps break it down and sort the issue out. It gave me the information I needed, which in turn meant I could solve the problem or issue. It gave me confidence to appeal the issue. I felt less overwhelmed after talking to CIS. I now know where to access the information. Information I received I could go forward with my issue as I now know my rights. Great help! I got the information that I needed. They made my issue very clear, the help was very friendly, and I felt comfortable. Very easy access even on the website, very helpful if I call in, and will always get back to you on an issue. This query, they could not help me with, but they have helped with other queries. They had the information I needed. Very helpful and correct information. It was easily available and easy to access information without having to wait long for a response.
They helped me with a matter that I did not want to discuss with anybody else and that was totally confidential.
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I feel great confidence in the service, and many times they have helped me. I would have been lost without them.
I was given a better understanding of my entitlements. So very helpful. They explained in a way I could understand, in a very informative and friendly manner. They really helped me understand where I could access the help I needed in a friendly and professional manner. It gave me more confidence to go ahead and solve the issue with the new information. It clarified my circumstances, which was a great help to me. I had a lot of stress with medical issues and got great help filling out forms, and everything was so well explained. I was so impressed by the service. They were so helpful and informative, and they resolved my issue. I feel great confidence in the service, and many times they have helped me. I would have been lost without them. The issue was a grey area, so they could not solve it for me. Very helpful and efficient. She gave me a point of contact for where to go next. So very helpful. They sent me in the right direction, which was a great help. The issue was resolved in a timely fashion, and they were a great help. I found the people at the reception very helpful and friendly. I was meeting with a solicitor from FLAC in Citizens Information, and I found him very dismissive and not interested in my problem. They really put me at ease, as I was so stressed out, and they were a great help. I cannot praise them enough. I was so anxious and overwhelmed with my problem, and they helped me in a kind and calm manner. I got the information I needed, and it put me in the right direction, so the job was done. The issue was resolved, and I left very happy. They helped me get a better understanding of my issue, which meant I could go ahead and sort things out. It gave me the information that I needed. It clarified my problem and helped me get the information that could resolve my issue. They were brilliant. I had a problem, and they sorted it out in a friendly and helpful manner. It solved my issue, and I gained more confidence around the problem. I got the information I needed and knew where to go, and I could solve the issue myself. So it was a great help. Very professional, informative, and really helped me with my issues.
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Sent us in the right direction with our query, and this put us at ease and took my stress out of an already stressful period.
I solved the problem, so I knew where to access the information. They were a great help. I was very impressed and it was a great help solving my issue. Gave me confidence to go back to them anytime on the particular issue. The service was a great help. I was lost and did not know my rights, but they were a great help to me. They pointed me in the right direction with my query. Clarification of information relevant to me. So helpful, great information, and I know where to find this information if I have the same problem again. The staff were very helpful and did their best to get the information that I needed. It was great to get help to understand my problem so I could solve it. Hitting a brick wall, trying to get information about medical invalidity pensions, finding information on stamps, etc. If only for CIC, I would have been lost. They were so helpful and informative. It resolved the issue and helped me find where to get the information that I needed. Without the help of Citizens Information, I would have been refused what I was applying for through no fault of mine. So brilliant service. The service was excellent and very helpful, and I got that information that I needed. They clarified for me what I was entitled to very clearly and helpfully. I got great information on my entitlements and simplified it all. Provided me with the information I did not have, so it enabled me to resolve my issue. Send us in the right direction with our query, and this put us at ease and took my stress out of an already stressful period. Professional, very accommodating, and helpful. It helped me in every way and gave me the tools to sort out my issue, who to contact, etc. It was very easy to access, very helpful, and informative, as I was overwhelmed by all the issues I had. I could not get a straight answer from anyone, but Citizens Information was a great help and clarified my query. They were very professional. It provided some of the information that I required to make things a bit clearer. Their advice helped me make an informative decision for myself. It helped me with a social welfare issue and gave me great clarity on it, very helpful and informative.
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We had an elderly relative that needed help after being discharged from the hospital, among other things, and Citizens Information gave us great information and directed us to the right sources in a professional, helpful, and friendly manner, as we were overwhelmed by it all. It gave me all the answers to my questions, so I was able to go ahead with my query. There was a very positive outcome; all staff were very helpful, and issues were resolved. It is great to have a place to get advice and help in a safe and friendly environment. It was very helpful, resolved my issue in a friendly and professional way. It gave me information on where to go about my issue, and it was very helpful. It was a great help in clarifying my issues. It allowed me to navigate the seldom-used access to the social welfare system that I would not have been familiar with. It gave me an understanding of my problem, and so I could resolve the issue I had. They were very helpful and professional. They were very helpful, as we cannot read, so we needed the help, and they did so in a friendly and professional manner. It gave me the knowledge I needed to resolve my issue in a very helpful, friendly, and professional manner. They were fantastic; everyone in the office was so helpful, and my many issues were resolved. It was a home instead of an inquiry body. It was so complicated and overwhelming, but they were so helpful and knowledgeable in CIC. It made me feel more confident. They were very helpful. Because I am dyslexic, they really helped me with the filling out of the forms, etc. It made things really clear, and this was so helpful for me. I have been there many times and always clarify everything really well. Very helpful and professional. My query was a bit of a grey area, so it was not easy to solve, but they helped every way they could. They gave me information that I was not aware of on a consumer issue, so we could go about solving it. Brilliant service They put my mind at ease and helped me understand my issue. That was a great help. It helped me with revenue online, as I am not so good with computers. They were very helpful. It put my mind at ease and gave me the right direction to go, so I could sort out the issue. They were very helpful and professional. They helped me sort an issue online; it was so complicated, and they really helped clarify parts that were unclear to me on the website.
Because I am dyslexic, they really helped me with the filling out of the forms, etc.
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Very helpful. They did lots of research for me and explained everything very clearly. They were very reassuring and gave me confidence to solve the issue. Very clear information was given. I got the information that I needed to apply for my pension, so the issue was resolved in an informative and helpful way. I resolved my issue in a clear and helpful manner. I needed help with my understanding of the form. They were very helpful and explained it all. It helped me to understand complicated but important information I had about taxes. They got back to me very quickly and helped sort out my problem. I could not do without them. They gave me information so I could solve the issue, which was what I needed. They were so very helpful. They put me in the right direction, so I was able to solve the issue. They were so helpful. They gave me information so I could access what I needed to sort out my issue. They were very helpful, and I highly recommend them. They gave me information about my entitlements, which I was enquiring about. While it helps to look online, CIC helps to explain things clearly. It was so helpful to have someone clarify things. It took the weight off my shoulders as they listened to my issue. I was so overwhelmed, and talking to someone who was knowledgeable was a great help. The service helped me to write letters to my employer, etc. Without Citizens Information's help, my life could have been rough. They were brilliant. I got lots of information I needed and knew what direction to take with my issue. They were a great help. Anything you need to know, they are very helpful and will try to find out if they do not know. Great service. They gave me the correct information, as I did not completely understand my HSE pension. They were so helpful. Citizens Information helped me as to what direction to take and where to go, and then I could make my decision based on the knowledge I got from them. The service helped me to such a high level with many things. They have been so helpful and informative. Even though you can google, sometimes having it explained to you in simple terms is needed, and the service too is brilliant.
Citizens Information helped me as to what direction to take and where to go, and then I could make my decision based on the knowledge I got from them.
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I helped with the ins and outs of constructive dismissal and failure in duty of care by my employer.
They showed me the right direction and explained the wording in simple terms. This was a great help. I had a heart attack and would not have gotten an invalidity pension without your help. The help was given in such a calm and knowledgeable attitude. It is a great service. I got very worried about why there were too few knowledgeable people available to help me. They gave us the right information; they made the situation a lot clearer for us, but the issue is still ongoing. It was an employment issue. My workplace situation has improved due to the advice from citizens. It was very helpful. They should keep up the good work. I was under serious pressure at the time, and I got great help from you, as I did not know where to turn to, or what direction to take. I helped with the ins and outs of constructive dismissal and failure in duty of care by my employer. It really helped me to sort a lot of stuff out. The service helped me know what direction to take, and I was able to resolve my issue, so they were a great help. It made me more aware and less afraid to tackle issues, gave me more confidence, and it was great to talk to someone to simplify and double-check wording on some forms. They showed me avenues to take and put order and structure to what lay ahead of me, but the issue is still persisting, but it did allow me to move on. My question was answered to my satisfaction. It has helped me over the years when I needed to know what entitlements I could get or sent me in the right direction to sort out my issue. It has been so helpful, and I would have been lost without the service. I had an issue; they gave me all the options and advice, and this was very helpful. It was great to clarify information I found online. It was very helpful. Great service got the information I needed for the target audience I was dealing with, and without Citizens Information, I would have been lost. Showed me the right direction. It showed me the service I needed. I went in very unsure of where or how to solve my problem. Fortunately, they gave me all the answers to my questions. I was very happy with the service. I would be happy to use their service again if needed. Very informative, very professional, always helpful, and go above and beyond to assist you with your query. On many other occasions, CIC has helped resolve issues, but on this specific issue, it has not been resolved and is still ongoing.
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I was sick from a surgery, and therefore, it was a great help to get information and talk to someone over the phone with the knowledge, as I could not leave the house at the time and was worried about my issue.
The service was excellent and gave me confidence to deal with my issue. They reassured me of my position at work. They alleviated my stress, and overall, it was a very positive experience. They assisted me in getting more information and completing the DSP form, which aided my seamless application. The information given was not clear. I felt I could be given more empathy, and an offer of a faceto-face appointment would have been appreciated. Provided the information required at the time of issue. Very helpful and accommodating to our needs. I just received the advice I needed from a friendly and understanding adviser. The client has used the CIC service frequently, and every issue has been resolved. It gave me the knowledge I needed, and the lady in CIC explained everything to me. It was so helpful and professional. I would use the service again, but I would inquire about any information I got, as I had been given wrong information before. I have a medical condition and they helped me with the forms I needed. They were so good, and I would have been lost without CIC help. I was sick from a surgery, and therefore, it was a great help to get information and talk to someone over the phone with the knowledge, as I could not leave the house at the time and was worried about my issue. They gave me a better idea of how to approach situations, and this was a great help. It helped me sort out what my entitlements would have been, where to go, etc. It was very helpful. So I got lots of information. My father was in the nursing home, so I could sort out issues with my sister as it had all been so confusing, and the help given was excellent. I was applying for my pension and had little knowledge about it. They helped me filled out the forms, and I understood it all. It was a great help. I went in very emotionally vulnerable, and they helped me so much with my issues, both practically and socially. I would have been lost without help that day. I got great information regarding pensions. It was good to be able to talk to somebody and have queries explained, as sometimes parts of forms are not very clear. I got great help with information on pension entitlements since I did not understand it. It was a great help to talk to a knowledgeable person.
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The service was one hundred percent. I got great help, and the person I talked to was so knowledgeable. I had the confidence to solve my issue and knew where and how to go about it because of Citizens Information. They gave me a lot of information that I could not understand online. It was great to talk with someone to clarify issues. They were a great help and very knowledgeable. I got the answers I needed, which gave me the confidence to sort out my issue. Therefore, they were a great help, and their service was greatly needed. It gave me an understanding of my entitlements, but the issue was not resolved. It was not the fault of Citizens Information. It was just the fault of government rules. It helped me to understand my entitlements to social welfare, and it was a great help. I had an issue with a company but could not return the goods. I was looking for advice—I did not follow through as it was not worth the hassle—but Citizens Information gave me the right advice and clarification. It was very helpful. My query was complicated, but the help I got was knowledgeable. They understood patients and were very professional. I went home that day feeling like my life had been sorted out. A great service I so needed. Citizens Information staff were brilliant; I got all the information and knew what direction to take and who to go to, but the issue was not resolved as the public body I was directed to was useless and incompetent, but it was not Citizens Information's fault. I was getting overwhelmed with issues on inheritance tax and Citizens Information were brilliant. They clarified areas we needed help with and explained everything in a way we could understand. They gave me the knowledge and confidence to solve my issue. I got great help in a friendly and professional manner. It is a great service rendered. They gave me more confidence and the knowledge to handle my issue. The service is fantastic, and we would have been lost without it. So helpful, understanding, honest, and professional. It was great, and my queries got sorted out in no time. They could not help me. I had no idea how to resolve or tackle my problem until I contacted this service. They made me understand what tax to pay.
Citizens Information staff were brilliant; I got all the information and knew what direction to take and who to go to, but the issue was not resolved as the public body I was directed to was useless and incompetent, but it was not Citizens Information’s fault.
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Q9: Please tell us how we can improve Of the 181 respondents, 18 (10%) provided feedback to the question about improving the service. The main comments pertained to having longer opening hours and either receiving no call-back or experiencing long waits for call-back. Some comments were unclear. Here is the full list of clear comments.
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If yes, please tell us how we can improve.
Response Category
Opening hours are longer.
Longer opening hours
Just that I would have liked a call-back, but generally all were very helpful in CICs.
Call-back issue
Perhaps on occasion the call-back time could be shorter, but this is probably due to resources.
Call-back issue
I feel service is there, but do a lot of people know about it?
More visibility of service
All was fine except I had long wait for a call-back
Call-back issue
The hours of walk in clinics, I tried a second time after my original query to go into Carlow CIC and was put on a call-back service but did not get my callback, and I think that if the walk-in clinics were opened for longer hours to the public, it would be very good.
Call back issue
Having I.O.s with the most up-to-date DSP criteria and access to information for individual-specific needs. Having on-site fully trained officers with on-hand information to be able to resolve issues in a timely manner. The client is still filling out forms to get processed within the DA DSP section.
IO training or knowledge
Prolonging opening hours for walk-in clinics will increase accessibility. The client noted that CIC has changed dramatically since Covid-19, but not all positively. The direction in which CIC moved was not all that good.
Longer opening hours
Because issues were handled over the phone, somewhat less compassion was shown. Better service through walk-in clinics.
IO attitude
No particular improvements; sometimes answers are not handed and passed to experts to follow-up.
IO training or knowledge
The information officers double-check that their information is correct.
IO training or knowledge
It was over the phone, and I would rather have come in and spoken to somebody, but I did not get the impression I could have done so.
Accessibility
Better opening hours and more flexibility on the times I know. It was opened in the morning, but I was not always free in the morning.
Longer opening hours
It would be nice to get the call back sooner, especially as I was flustered, but I understand staffing issues.
Call back issue
The only thing I would say is that there is a need for more flexibility in the drop-in clinic hours.
Longer opening hours
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5.
Conclusions and Recommendations The following are the main conclusions and recommendations:
5.1
Conclusions The results of the impact survey showed that the vast majority of responses to all quantitative questions in Section 5.1 were positive, with most “greatly agree” and “agree” responses being greater than 90%. CIS scored highly on its impact on client outcomes. Clients reported having a better understanding of their issues and knowing how to access public services in the future. Clients also expressed a belief that their issues were resolved because of CIS. Furthermore, they perceived the service as confidential, non-judgemental, and tailored to their needs. Clients exhibited increased trust in the service due to their interactions and believed that they would return to CIS for help. Clients gave accounts of feeling less stressed after consulting with the CIS, with 75% agreeing that they could solve similar problems in the future, should it happen. This shows CIS’s contributions to each person’s personal development and education. Interestingly, when clients were asked to describe in their own words the impact of CIS, they repeatedly stated that they felt “less stressed”, “less vulnerable”, “less overwhelmed”, “happier”, “more confident”, and “very well supported”. They mentioned that they received “great information” that their problems “solved” and that they “experienced feelings of relief and happiness”. A common theme was clients expressing that they felt helped in solving their problems. In Question 6, the freetext box, clients referenced the word “help” 148 times. All clients indicated they would be happy to use the service again and recommend it to others. Although clients desire longer, more flexible opening hours, a small minority would like to see improvements in the call-back system. Regarding the project approach, it was found that many of the CIS clients had forgotten their interactions with CIS by the time the CIS survey team made contact. This resulted in an average of three calls being made for every survey completed, making the survey collection process very slow and time-consuming. It is important to note that this social impact survey is not a social-economic study of service delivery.
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5.2
Recommendations It is recommended that an annual impact survey become part of the CIS’s annual activities. It is recommended that: 1. The national impact survey questions are agreed on, and an electronic survey is developed. 2. Collect permission to contact the clients through the customer feedback survey process. 3. Each service should aim to collect 120 surveys per annum, resulting in 960 completed surveys nationally, enabling the CIS network the opportunity to report annually on its impact using a meaningful sample size. 4. Ensuring that the time frame between client service interaction and the impact survey is no more than four weeks. 5. Complete three surveys every week until 10 surveys are collected and completed monthly. The targeted period for this survey should not be more than four weeks. For example, in the first week of February 2004, the surveyor contacts clients who returned customer surveys in the first week of January 2004 or after. The same for March, which makes reference to the data collected in February, etc. This approach will reduce the workload, alleviate surveyor stress, and improve client contact rates. 6. Once the surveys are completed, any gathered client personal information must be deleted. 7. The results of the impact survey is imputed into each CIS annual report. 8. The results of the impact survey are used to promote the CIS service to our funders, to underpin staffing funding applications, and to provide evidence that CIS is meeting its social objectives. 9. The results of the impact survey are used to promote the CIS service to the public with a view to building trust and confidence. For example, it can be reported during the CIS national PR “Know Your Rights” week. 10. The results of the impact survey are used for quality standards and training improvements. 11. The results of the impact survey are used to identify service delivery improvements such as longer drop-in hours and review of call-back timeframes. 12. Note that this is not a social-economic report. While it is considered beneficial for the CIS to report on its social and economic impact, this falls outside the scope of this project. Investment in a CIS social economic impact report is strongly recommended.
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Appendix 1 Customer Impact Survey Customer Survey Questionnaire We are really interested in knowing if we were able to help you solve your problem and make a positive impact on your life. Your feedback is important to us, and we would appreciate it if you could answer the questions below.
TELL US ABOUT YOUR SERVICE EXPERIENCE 1. Please rate the following statements on a scale from 1 to 5: (1) greatly disagree; (2) disagree; (3) neither agree nor disagree; (4) agree; (5) greatly agree.
STATEMENT
1
2
3
4
5
Because of the Citizens Information Service, I have a better understanding of my issue. My issue was resolved because of the information given to me by Citizens Information Service. I felt that the service was confidential. I felt that I was not judged by the service. I now know what public service to access because I had talked to the Citizens Information Service. I felt the Citizens Information Service was accessible to my individual needs. I felt that my trust in the service has increased due to my contact with the Citizens Information Service. I felt less stressed after I had talked to the Citizens Information Service. I now feel confident that I can independently solve my problem should the same issue happen again. The next time I have a problem and do not know the answer, I will contact the Citizens Information Service for help.
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2. Did you receive the information you required?
Yes
No
3. If “no” or “partly”, please elaborate:
4. Would you use our service again?
Yes
No
5. If “no”, please tell us why:
6. Can you describe in your own words how the service has helped you?
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Partly
7. Would you recommend our service to a friend?
Yes
No
8. Overall, were you happy with the service you received from your Citizens Information Service? Yes
No
9. Are there any improvements you would recommend?
Yes
No
10. If “yes”, please tell us how we can improve:
Service Region North Leinster South Leinster
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Appendix 2 Customer Impact Survey: Document for Surveyors Opening Narrative Hello, can I speak to (insert customer name) Hi! I am calling from Citizens Information. My name is (insert your name). You recently used our service (insert location—taken from the customer spreadsheet). At that time, you completed an online quality survey and agreed to a follow-up survey.
Are you still willing to participate in a survey? If No: Thank you for taking my call. Please feel free to contact us in the Citizens Information Service again should you need further assistance. Thank you, and goodbye. Please note that the customer is now opting out of the spreadsheet, so they will not receive a further call or contact. If Yes: Is now a good time? If it is not a good time, can you give an alternative time and date? Please log into the spreadsheet for a follow-up call. The person who is responsible for this call should record the details so as to follow-up at the specified time and date. If carrying on with the survey: “This survey takes approximately 5–7 minutes. There are a total of 10 questions. Your data is stored confidentially, and any feedback is gathered anonymously once collated for review. This means that once you have completed the survey, the customer detail is deleted from our system. In the event that you highlight a complaint or a negative response, an option is provided for you to engage with a manager to explore your challenge and see how we can further help. Our aim is to continuously improve our service offerings to our customers”. START SURVEY QUESTIONS AND DOCUMENT WITHIN SPREADSHEET.
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Other possible scenarios that may present during surveys include: Complaints process: We have a complaints process. You have two options: I can provide you with an email, or you can submit your complaint through email. This email is monitored, and a manager will be assigned to your complaint. OR You can, during this call, request a call back from a manager to discuss your experience.
The client asked if they could complete the survey online: YES Go to this page on the intranet: https://intranet.northleinstercis.ie/send-survey-sms/customer-impact-survey/ Enter the client’s mobile number, and they will receive a text with the survey link. What if the customer has further queries? You can enter the customer’s details on our call-back system, and an information officer will make a return call. (Check the customer’s location and subject or topic.)
DURING SURVEY It is critical that you accurately transcribe with accuracy the customer’s responses. Follow the survey in the correct order. If the customer wishes to add extra detail their their response, please take note of the same and keep a record of the reference number.
ENDING THE SURVEY Thank you for taking the time to complete our survey. We hope to continue to offer quality service by engaging with our customers and meeting their expectations. Have a nice day - thanks and goodbye.
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Visit www.citizensinformation.ie Nationwide phone service 0818 07 4000
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