Citizens Advice Uttlesford
Tools that stay out of the way.
Citizens Advice volunteers help people through some of the most stressful moments of their lives - debt, housing, benefits, employment. They don't need clever software. They need software that captures what's needed and otherwise stays invisible.
The Best Software Is the Kind You Don't Notice
The volunteers at Citizens Advice aren't IT professionals. They're people giving their time to help others navigate difficult situations - benefit claims, housing disputes, debt problems, employment issues. The last thing they need is a system that demands attention, requires training, or adds friction to an already demanding role.
I built internal case management tools focused entirely on simplicity. When a client comes back - and they often do, because these situations take time to resolve - the adviser can see their full history immediately and pick up where someone else left off. Notes, follow-ups, interaction tracking, all captured with minimal effort. No unnecessary fields, no complex navigation, no training manual required.
The reporting side is important too - funders need evidence of impact, management needs oversight of case volumes and outcomes. But that reporting is built from data the advisers are already capturing as part of their normal workflow. It doesn't add extra work for the people actually doing the helping. The tools just quietly do their job so the volunteers can focus on the person sitting in front of them.
