Introduction
Citizens Advice, one of the UK’s most trusted charities, has played a vital role in supporting individuals facing financial and personal challenges. Amid the cost-of-living crisis, demand for its services, particularly in debt and money management, has surged. To meet this growing need, the charity has adopted innovative solutions like the Customer Support Tool, co-developed by AperiData and PayPoint, which has revolutionized how caseworkers access and utilize client financial data.
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Industry Comments
Charlotte Blizzard-Welch, CEO at Citizens Advice Stevenage said: “AperiData and PayPoint’s Customer Support Tool has enabled our advisors to achieve an almost instant, real-time view of people’s financial circumstances, removing barriers to people engaging with debt advice and creating momentum for the people we help to start feeling the benefit.”
Sarah Evans, Account Manager: Funded Services at Citizens Advice Stockport, Oldham, Rochdale and Trafford said: “As a Citizens Advice office with innovation at its forefront, it’s been great to be involved with PayPoint in this opportunity to test the Customer Support Tool, an exciting new tool for us that is helping our caseworkers do their role more effectively and speeding up our clients getting a resolution to their debt enquiry. We’re looking forward to the further developments within the tool and how this can further benefit our work.
Ezechi Britton MBE, CEO at the Centre for Finance, Innovation and Technology (CFIT) said: “CFIT launched in 2023 with a mission to enhance the UK’s fintech sector and deliver benefits for consumers and SMEs – and the entire economy. I am pleased to say that we are delivering on this mission by creating industry-led partnerships that take Open Finance proofs-of-concept and turning them into working prototypes in selected areas of the UK. Together with Government, industry, regulators and academic institutions, we are ensuring that Britain’s financial services sector continues to lead the way and be the envy of the world.
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FAQs
What is the Customer Support Tool, and how does it benefit Citizens Advice?
The Customer Support Tool is a cutting-edge solution providing caseworkers with fully categorised Open Banking data and a comprehensive financial overview via a single dashboard. It has streamlined processes, reducing the time spent gathering client financial information from weeks to mere minutes, enhancing efficiency and support quality.
How has the tool impacted Citizens Advice branches?
Initially trialled at Citizens Advice Stevenage in early 2024, the tool has since expanded to six additional branches nationwide. It has significantly improved caseworker efficiency, enabling them to provide quicker and more tailored advice to clients during the ongoing economic challenges.
What role did AperiData and PayPoint play in the tool’s development?
AperiData and PayPoint collaborated closely with Citizens Advice, incorporating branch feedback to refine the tool. Their iterative approach introduced features like pre-populated Standard Financial Statements (SFS), ensuring the tool remains aligned with real-world needs and user-friendly for caseworkers and clients.
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Conclusion
The adoption of the Customer Support Tool marks a transformative step for Citizens Advice, enabling the charity to address the rising demand for debt and financial advice effectively. By reducing processing times and leveraging Open Banking data, the tool empowers caseworkers to focus on delivering personalized support. The collaboration between AperiData, PayPoint, and Citizens Advice showcases the power of innovation in addressing critical social challenges and underscores the potential of technology to enhance community welfare during times of financial crisis.
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