What was the challenge?
Citizens Advice is one of the most valued organisations in the UK. It offers confidential advice online, over the phone, and in person, for free to anyone - whoever they are, and whatever their problem. In 2022-23 it supported 457,000 people face-to-face nationally, more than double the previous year. Amid economic disruption and the soaring cost of living over the past few years, the charity has been facing exponential demand for its services. This includes demand for debt and money management support, which requires advisers and caseworkers to be provided with upto-date paperwork and information by clients seeking advice, for an accurate up to date view. This process could take weeks, months or in some instances years, depending on engagement by clients who are often vulnerable or anxious about discussing their finances so openly.
What was the solution?
PayPoint’s Financial Information System (FIS) Customer Support Tool solution has been piloted by Citizens Advice Stevenage. Clients complete a simple online consent form that is sent to them by email or SMS that then enables debt caseworkers to receive a comprehensive summary of their overall incoming and outgoing finances in one, consolidated view. This is achieved through a partnership between PayPoint and AperiData who provide Credit Referencing blended with real time Open Banking data to provide the financial assessments. As the solution works on a consent basis, the solution is completely GDPR compliant. The tool provides debt advisers and caseworkers with a categorised summary of a client’s financial situation within minutes of consent being provided. This huge time saving then enables faster face-to-face intervention and action to support people with formal processes such as Debt Relief Orders as needed or managing their finances for longer term sustainability.
The results
As well as the huge time saving it offers debt advisers/caseworkers and clients throughout the advisory process, it also enables even more people to get access to the service. Where previously, physical delivery of financial documents (bank statements etc.) to Citizens Advice Stevenage office was relied upon – people who are less physically able to leave their homes are now able provide consent ahead of bringing in their paperwork, offering another accessible option to access debt support.
Download full case study