We offer advice on benefits, debt, housing and employment through face to face contact with clients, our telephone advice line, email and web chat. In a variety of locations across Wiltshire. 

Earlier this year, as a Board, we agreed an ambitious three year strategic plan. By 2019 we want Wiltshire Citizens Advice to be an organisation that is;

1. Providing an accessible, multichannel advice service based on client preference

By March 2019 we expect to be:

• Offering a telephone, email and web chat advice service available Monday-Friday between the hours of 08.00 – 20.00
• Offering offices open to the public between the hours of 09.00-17.00 Monday – Friday in Salisbury, Chippenham & Trowbridge
• Continuing to offer web based resources 24 hours per day linked to the national citizen advice online resource
• Offering booked face to face services at other locations across Wiltshire for those in need of most support
• Achieving 90% of clients’ advice needs being met at the first point of contact
• Achieving client satisfaction scores averaging 95% 
• Answering 95% of all telephone calls to the ‘Adviceline’
• In the upper quartile of performance of all Citizens Advice organisations nationally

1. Campaigning on the big issues and using our influence to prevent problems

By March 2019, we expect we will be;

• Achieving maximum scores on the research & campaigning self assessment
• Regarded by Citizens Advice and our external partners, as playing a major role in contributing to national and local research projects and campaigns
• Leading at least one national campaign across the Country

1. Working in effective partnerships and providing the tools, skills and confidence to empower people and build resilient communities

By March 2019, we expect we will have;

• Effective ongoing strategic partnerships with a range of authorities, charities, community groups and businesses which support our vision
• Identified and implemented ways in which we can work collaboratively to deliver services to our clients
• A range of tools and expertise which build confidence and support and encourage self help

1. Have the right resources in the right place

By March 2019, we expect we will have;

• secured the co-location of main services into available partner’s premises linked to a centralised telephone and support service
• Secured a new core contract with Wiltshire Council and spread our financing risk across a wider range of trading activity
• Optimised the use of technology in the support and delivery of services by 2019
• Achieved an appropriate balance of volunteer and paid staff to effectively deliver our services
• Moved to a position where 80% of staff and volunteers recommend WCA as a ‘good place to work’