Measuring Outcomes Citizens Advice


This pack is for people working in Citizens Advice Bureaux who want to get better at explaining, measuring and proving the outcomes they achieve from advice work. It will be of interest to staff, volunteers and board members.

Divided into six sections this pack includes the Citizens Advice Bureaux logic model, outcomes for advice work, and a range of methods for evaluating that work. There is a section with lots of examples of ways to report on the difference advice work makes.

Also included are a range of logic models for particular types of advice work including Housing,Welfare benefits, Immigration, Employment, Consumer and multiple issues.

There is also an interactive logic model that can be used to create your own logic model. 

This pack was developed during Measuring Outcomes from Citizens Advice (MOCA) – a partnership programme between Parkhead and other Citizens Advice Bureaux (CAB) and Evaluation Support Scotland (ESS). This programme was funded by Citizens Advice Scotland’s (CAS) Development Committee.

For information about indicators to measure Citizens Advice outcomes see the related publication ‘Indicators for Measuring Citizens Advice’.