Session type:

Talk

Presented by:

Rebecca Kemp

Citizens Advice

Simon Kaplan

Citizens Advice

Session duration:

60 minutes

About the session

This case study explains how Citizens Advice customer journey team is using agile to respond to coronavirus. Use of our digital advice has doubled since the crisis began, and we are providing advice to meet rapidly changing user needs. This talk explains how we are bringing agile and innovation into an organisation that was founded during WWII. I'll talk openly about how we're working, what we're learning, and how we're improving. I'll also explain how we are using our data to provide a window into the problems people are facing, and how government and companies might help solve them.

About the speaker(s)