A number of principles underpin our 2024/25 workplan. 

First, it’s evidence-based. Our influencing priorities reflect the issues affecting people who access advice from the network. Our quantitative and qualitative evidence alerts us in real time to emerging issues faced by Scotland’s citizens and our expert Impact Team uses this as the basis to advocate for people and influence changes to policy and practice. 

Second, our approach is solutions-focused and outcomes based. This is embedded through a theory of change model outlined within this workplan. With unique and unparalleled evidence comes the responsibility to make it count. By focusing on solutions and outcomes we give ourselves the best chance of delivering change. 

Third, the workplan is not all we do. While this is an annual workplan we recognise that the Citizens Advice network acts as a warning system through live data and insight. That real-time evidence base allows us to be agile and responsive – new issues will and do emerge. Like many organisations, we have a broad remit but finite capacity – we take a thematic approach to ensure that we focus our attention on areas where we are well placed to make most difference. 

Finally, while this is an annual workplan we recognise that priorities can and do stretch into multi-year. The outcomes we seek to deliver are not restricted to activity over a 12-month period. Addressing problems that are often entrenched and long-standing will not happen overnight – much of the essential work in terms of priming the evidence base and establishing relationships has been built up over several months and years. This means we are well placed to secure the change we need to see.

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