Call centre infrastructure Since July 2009, CIPS has been operating a new integrated telephony/ICT/Management Information system. The system allows sophisticated call queuing and answering systems and provides detailed and reliable information to management (on, for example, data on caller waiting times, call abandonment rates, and the performance of individual information officers). All incoming calls are recorded. The Money Advice and Budgeting Service (MABS) The Citizens Information was assigned responsibility for the Money Advice and Budgeting Service (MABS) with effect from 13 July 2009. MABS provides a free, confidential, non-judgemental and independent service countrywide for people with debt problems or over-indebtedness. MABS emphasises practical, budget-based measures to help people with debt difficulties. Its target group is low income families and individuals identified as having problems with debt and money lending. MABS also provides education on budgeting and money management in the local community. Relevant statutory and voluntary agencies play a prominent role in the voluntary management of MABS companies locally. The Citizens Information and MABS Under Part 4 of the Social Welfare (Miscellaneous Provisions) Act 2008, the Citizens Information Board is responsible for: Providing national leadership and direction for MABS and securing its future development Securing and consolidating the continued involvement of the voluntary and community sector in the provision of a MABS service which is responsive to the needs of local communities Providing for sound corporate governance, customer service and financial accountability across the organisational structure of MABS Enhancing policy development and strategic planning for MABS as a key publicly funded service for people on low incomes who seek assistance in managing debt problems Ensuring that services are provided, in particular, for people on low incomes who are, or who are at risk of becoming, over indebted and socially excluded
Call centre infrastructure Since July 2009, CIPS has been operating a new integrated telephony/ICT/Management Information system. The system allows sophisticated call queuing and answering systems and provides detailed and reliable information to management (on, for example, data on caller waiting times, call abandonment rates, and the performance of individual information officers). All incoming calls are recorded. The Money Advice and Budgeting Service (MABS) The Citizens Information was assigned responsibility for the Money Advice and Budgeting Service (MABS) with effect from 13 July 2009. MABS provides a free, confidential, non-judgemental and independent service countrywide for people with debt problems or over-indebtedness. MABS emphasises practical, budget-based measures to help people with debt difficulties. Its target group is low income families and individuals identified as having problems with debt and money lending. MABS also provides education on budgeting and money management in the local community. Relevant statutory and voluntary agencies play a prominent role in the voluntary management of MABS companies locally. The Citizens Information and MABS Under Part 4 of the Social Welfare (Miscellaneous Provisions) Act 2008, the Citizens Information Board is responsible for: Providing national leadership and direction for MABS and securing its future development Securing and consolidating the continued involvement of the voluntary and community sector in the provision of a MABS service which is responsive to the needs of local communities Providing for sound corporate governance, customer service and financial accountability across the organisational structure of MABS Enhancing policy development and strategic planning for MABS as a key publicly funded service for people on low incomes who seek assistance in managing debt problems Ensuring that services are provided, in particular, for people on low incomes who are, or who are at risk of becoming, over indebted and socially excluded
annual_report2011.docx