The Customer
Citizens Advice in North & West Kent (CANWK) is committed to providing free, confidential, independent, and impartial advice to help people move forward, no matter their situation. Many individuals face challenges with money, benefits, housing, or employment, and often need timely, accessible support, particularly during times of crisis.
Recognising rising demand and the difficulty of reaching a population of over 650,000 across a large geographical area, CANWK sought a more flexible and inclusive way to deliver its services. This led to the adoption of video consultations.
Why Did CANWK Choose Involve?
Involve has partnered with the Citizens Advice service for over three years, delivering secure video consultation solutions to support remote advice delivery in a number of bureaus across the UK.
Covering five local authorities across North and West Kent, CANWK required a reliable, scalable, and user-friendly solution, qualities Involve’s video solutions are known for.
The Solution
Involve worked with CANWK to implement its video appointment platform which is widely used across Citizens Advice, the NHS and Government. The platform allows organisations to hold drop-in clinics where people can join a waiting room to talk to an advisor, or join a scheduled appointment.
The Impact
In the past 12 months, CANWK has completed over 1,700 video consultations, helping people access vital advice and support.
Citizens Advice North & West Kent said “Working with Involve has helped us reduce the barriers to access our support. Many people cannot travel to offices in the town centres, so offering video advice allows us to combine the personal element of a face-to-face consultation, with the convenience of being able to join the consultation in a place that suits them.
“The video consultation platform from Involve is user-friendly, and packed with features that allows our team to easily manage appointments. Its helped us make a smooth transition into delivering our services digitally, and reaching more people who need it.”
