Innovative technique keeps our digital service relevant.
Citizens Advice is rightly valued for its offices and face-to-face appointments with local people needing help. But it also maintains an online library accessible to the whole population.
The free service contains over 3000 pages and covers just about every family, work and consumer problem you can think of.
Every year millions of people use it to make a start on a problem by visiting citizensadvice.org.uk.
Keeping it relevant and fresh is a huge responsibility so it’s reassuring that our digital team has found a clever way of deciding priorities for upgrading.
The ‘backlogger’ matrix, based on constant data analysis, lets them prioritise the areas where people most need help.
The issues are divided and presented in quadrants showing performance: Doing great, Need to improve, Keep going, and Need to rethink. Read here how the matrix was developed.
We think it’s great everyone can benefit from the kind of innovation most often associated with ‘Big Data’ or ‘Tech Giants’.