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Improving Outcomes in Money Advice - improving the impact of Scotland's money advice services

Publications - Service Delivery

Money Advice Customer Journey Mapping


The Improvement Service sought to explore a typical ‘customer journey,’ in relation to the provision of money advice services, by conducting a customer analysis of the pathways taken and channels used to access money advice. The intention was to identify which steps were most likely to contribute to positive outcomes from the service user’s perspective. This was done by identifying which elements of the process were most likely to promote progression and which acted as barriers.


Arranging individual interviews with a range of service users who had accessed services using a variety of channels proved problematic and, as a result, the report primarily focuses on the customer journey experience in relation to face-to-face services.


The report’s key findings are:


  • Face-to-face service delivery is the most resource-intensive and time consuming channel through which to provide money advice and is not required by all clients
  • Those who can self-serve should be transferred to other channels, instead of face-to-face, as this would significantly reduce waiting times and allow money advisors to assist more vulnerable clients who need direct, in-person, support
  • Demand for money advice services is increasing
  • Clear communication about likely timescales to access services and an explanation of the alternative options on offer is required from initial contact and on an ongoing basis
  • Waiting areas should be made as comfortable as possible
  • Further research is required to build an accurate picture of how different channels are used
  • Organisations offering money advice should seek to improve their monitoring procedures for tracking channel use, particularly in relation to web-based platforms
  • Money advice services should continue to consider and pursue efficient service redesign and improvement, with the aim of improving the quality of the service they offer
  • Referral pathways with other local services must be regularly reviewed to increase awareness of the service and make accessing it as easy as possible


Download the report


Social Return on Investment Analysis on the Co-location of Advice Workers with Consensual Access to Individual Medical Records


A Social Return on Investment analysis carried out by the Improvement Service, in partnership with NHS Lothian, Dundee City Council and Granton Information Centre, found that every £1 invested in the co-location of advice workers in medical practices would generate around £39 in social and economic benefits. The benefits listed below – among others - were identified, measured and valued by talking directly to the people most affected:


  • Service users said that they experienced improved health and wellbeing, felt less stigmatised, and had better and earlier access to services
  • Medical practice staff are able to make better use of their time and to focus on medical interventions
  • Medical practices are able to deliver more cost-effective services
  • Advisors state that they have improved productivity and the number of appeals and on-going work is reduced
  • Funders were able to target resources at priority groups.


Download the report


Case Studies


Money Advice Service Engagement with BME Communities in Glasgow

Co-location of Advice Workers in Medical Practices in Dundee and Edinburgh

West Lothian Council: Implementing a New Approach to Debt Recovery

Improving Access and Visibility of Advice Services at West Lothian Council’s Advice Shop

Expanding Channel Choice for Money Advice Clients in Stirling


Sandra Sankey

Project Manager

Tel. 01506 283788

Email Sandra

ISMoneyAdvice on Twitter


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