As you will be aware, the Citizens Information Board (CIB) is the statutory body, under the aegis of my Department, that is responsible for supporting the provision of information, advice (including money and budgeting advice) and advocacy services on a wide range of public and social services.
While CIB provides some services directly, it also funds a number of companies to deliver services, including the Citizens Information Service (CIS) and the Money Advice and Budgeting Service (MABS).
In 2017, following lengthy and extensive analysis, and a detailed consultation period with all stakeholders, the Board of CIB made the decision to restructure the governance arrangements of the then 42 CIS and 51 MABS companies into 16 regional companies. The aim of this restructuring, which was completed in 2018, was to improve governance arrangements and ensure the delivery of consistent and high quality services.
I am informed by CIB that prior to the restructuring, CIB, in collaboration with the 42 CIS and 51 MABS companies, developed and updated a range of standardised policies and procedures, including in the areas of service delivery and customer satisfaction.
Following the restructuring of CIS and MABS companies in 2018, CIB continues to be support the companies with quality standards, primarily through the National CIS Quality Working Group and the MABS Quality Assurance Programme Board.
Key initiatives under these two groups have included: a survey of Perceptions of Quality and Quality Related Practices in the CIS and a related standardised customer satisfaction survey; a review and update of quality standards, policies, procedures and customer care resources for the CIS; the development of the MABS Quality Assurance Perceptions and Development Survey; the development of a structure that streamlines the process of communicating standards; and the development of new quality standards and updating existing quality standards for MABS.
In addition, an independent review of the restructuring, which was completed in 2023, found that the restructuring has delivered a more consistent service offering nationally, as well as governance, communication and management efficiencies, and increased shared learning and collaboration among the CIS and MABS companies.