Measuring Outcomes from Citizens Advice

Measuring Outcomes from Citizens Advice (MOCA) was 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.

The intended outcomes of the project were:

  • Participating organisations in the peer learning set increase their skills to set and measure outcomes of advice work.
  • People in other CABx and CAS will have increased understanding of how to evaluate advice work.
  • Funders and policy makers will have increased understanding of the value of advice work and how it contributes to local and national outcomes.

What we did

A learning set of practitioners from six CABx met six times between June 2014 and March 2015.

Together we developed a pack of materials with:

  • An overall model of outcomes linked to national outcomes and a number of advice specific models
  • Indicators and methods for evaluating outcomes from advice and social policy
  • A discussion of the challenges facing CABx who have multiple reporting demands
  • A small section on reporting on outcomes, with a focus on writing client case studies 
  • A summary of some of the evidence available.

What came next?

  We supported the cascade of the pack around Scottish bureaux.

We are building on this work in the Harmonising Indicators Project (HIP) running from May 2016 and March 2017

“Helped me to think about what CAB actually does and why.  I now have a much better understanding of the worth of the service and all it can do.  Before I had a jumbled up mess of thoughts on this.”  

Learning set participant

“It’s a very comprehensive piece of work.  Particularly strong at the front end where it builds the logic model and links CAB interventions to National Outcomes.  This is both powerful and valuable.  It demonstrates that CABx are doing the right things, and can therefore be used in funding applications to convey the difference that can be made from particular interventions”. 

Board member