How no-code revolutionised the Citizens Advice Scotland helpline

A Talk by Jane Adams, Andy Bell, Michael Chan and George Eckton
Perth Citizens Advice, SIDE Labs, PolyAI and Citizens Advice Scotland

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About this talk

Citizens Advice Scotland saw unprecedented demand growth through the pandemic and the cost of living crisis. Simultaneously the service shifted from face-to-face to multi-channel. CAS knew their national helpline needed a radical overhaul to cope with these pressures. Using no-code, in a 3-month project, CAS reduced operating costs for the helpline by 90%, while increasing capacity and slashing response times from hours to seconds. The new system delivered on the strategy of ‘local by default’ service design. Crucially, all this was done without the corporate IT price tag! George tells how no-code can deliver public sector innovation: faster, more robustly and lower cost. Takeaways - how to use no-code to deliver transformative service design - what are the signs that a problem might be amenable to no-code (or that it won’t be) - how no-code and AI fit together - what skills does a no-code team need?

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