Research on information processes in Ctizens Information Services

Tender description

The Citizens Information Board is commissioning research on Citizens Information Services (CISs) clients, processes and outcomes. There are 42 CISs operating nationwide dealing with over 600,000 callers and almost a million queries. The objective of the research is to capture client situations, information needs and the actual information, advice/assistance and advocacy process for a sample of services and will include engagement with clients to look at the outcomes for them. The research has a particular focus on capturing the nature and complexity of queries handled by services and the actual information and advice process and services responses.