An interview with Russell Mynott - Chelmsford's CAB Manager on the computer system - CASE

In simple terms, what is CASE?

It's the electronic client handling system.

What does that mean?

It is a way of registering an enquiry from a client and accurately recording the information and advice given by the adviser along with the information sources used.

Why was it installed?

As part of the national plan to standardize the practices of all the CABs and to ensure a high quality of service can be maintained.

Have all the other CABs got it?

No, though probably about 90% have.

How long did it take to install?

Eighteen months including planning, obtaining funding for the server and the network, staff training in modern IT techniques, implementing and testing the system and training all relevant staff on the electronic client handling system - the core operation.

Come on, be honest, how many sleepless nights did you have?

It's probably easier to count the ones I slept! Because of the problems with the stability of the system encountered by Citizens Advice on the run up to the go-live on 1 April 2004, we were unable to train all the relevant staff in the use of the electronic client handling system until one week prior to the go-live date. As ever though, both paid and volunteer staff showed again how dedicated they are to providing a professional service to clients and we managed to pull this out of the bag - so I could have slept after all!

The highs and lows?

On the upside, it has proved to be a valuable management tool and has highlighted the demand on the service. It also has the ability to geographically isolate the areas in most need - highlighting where outreach is badly required.
It's not so good in allowing us to compare year on year statistics at present because they are recorded in a slightly different way now, but obviously this problem will disappear in future years.

I see you have a hammer and drill in your office - any connection with the new computer system?

Not yet. They are here to carry out any minor repairs at the Bureau as opposed to being a technical device to encourage computers to work.

What do the staff think of it?

This first year of implementation has been a difficult year as with any major change in an organization. Not only because this is a new way of recording clients' cases but also because a whole new method of supervision and management is required.

If I was a client coming in to the Bureau, what improvements would I notice?

It's easier and quicker to retrieve previously stored information. It saves the client having to repeat their problem if they are seen by another adviser on a future visit. It's also possible to access the system from remote locations, so the client could be helped by an adviser working away from the Bureau.

That's very useful and leads me on to ask about your future plans for the system

Firstly it is envisaged that advisers will be able to work in remote outreach locations and access CASE, which is in effect as if the whole office moves to where the adviser and laptop are. Secondly it will also enable those who wish to become advisers, who are currently precluded from doing so by, for example, mobility or time restrictions to be able to work from any location. So they have their social exclusion reduced and we get more advisers.
The new system will also enable the Bureau to work in partnership with the Borough Council, County Council and the Government to deliver e-government.

The million dollar question - would you do it all again?

Yes, if there is a proven benefit for the client.

Back to Annual Review 2004-5