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Rapidly scaling advice services

Rapidly scaling advice services

A talk I gave at the annual global Ada's List conference 2020, based on my experiences of leading product and platforms at Citizens Advice national charity.
https://www.adaslist.co/speakers-2020/kylie-havelock

kyliehavelock

October 15, 2020
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Transcript

  1. (what I learned about the nation during COVID, and how

    we’re making positive change stick)
  2. Most recognised brand in the U.K after the NHS and

    the BBC 4 in 10 people have used Citizens Advice at some point in their lives For every £1 spent we benefit our clients by £13 7 in 10 people have their problem solved
  3. Most recognised brand in the U.K after the NHS and

    the BBC 4 in 10 people have used Citizens Advice at some point in their lives For every £1 spent we benefit our clients by £13 7 in 10 people have their problem solved
  4. Most recognised brand in the U.K after the NHS and

    the BBC 4 in 10 people have used Citizens Advice at some point in their lives For every £1 spent we benefit our clients by £13 7 in 10 people have their problem solved
  5. Most recognised brand in the U.K after the NHS and

    the BBC 4 in 10 people have used Citizens Advice at some point in their lives For every £1 spent we benefit our clients by £13 7 in 10 people have their problem solved
  6. Advocacy and policy campaigning Remote advice services Web content personalisation

    Systems thinking Multi-channel service design Product and content strategy @honeygolightly
  7. Loss of ration books Homelessness Evacuation Debt 1939 1970s -

    1980s Two recessions: growth in poverty Debt, housing and employment issues increase 2000s COVID hits 2020 2010s Child poverty continues to rise in working families
  8. Published 104 new pieces of expert advice content Answered an

    additional 1,500 calls per day Recruited an extra 114 volunteers
  9. We’re doing this by • scaling our platforms • using

    our data to better understand and predict need • experimenting with channel shift • supporting our advocacy work