Welfare Benefits and Debt Advice Service Contract Awarded to Citizens Advice Wigan

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Wigan Council awarded a contract to Citizens Advice Service in the Borough of Wigan for the provision of an effective, high-quality, value-for-money Welfare Benefits and Debt Information and Advice Service responsive to the needs of the Wigan borough population.

The service is expected to handle upwards of 15,500 enquiries per year, predominantly via telephone and face-to-face contact, with additional channels such as website, joint booking system, email, and Skype.

Delivery must align with nationally accredited quality standards where appropriate, including the Advice Quality Standard (AQS) and Citizens Advice membership.

The provider must demonstrate a minimum of five years' experience in providing a comprehensive advice service covering welfare benefits, housing, and debt within a large local authority area.

The service must be flexible and adapt to changing demand from legislative and policy changes, demographics, and level of need, managing demand efficiently and improving customer experience by resolving enquiries at first point of contact wherever possible and minimizing referrals to other organizations.

The provider should also assist clients with digital inclusion, helping them get online, including applying for benefits.

Systems must ensure service provision during staff absence due to sickness, holiday, or other reasons.

The service should be delivered by a team of experienced advice workers, with 70% of paid staff having at least two years' experience.

The contract value is £1,200,000.