Blog

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How to navigate the new, AI-enabled world of CRM systems

Your caseworkers think the IT system needs upgrading. Your funders are asking you to do more, with less. Everyone is talking about AI - but would it be good or bad for your organisation? We don’t have all the answers, but hopefully this is a start.

Angela Bradbury

Selma's gravestone

The worst day of my life; a seed of HelpFirst’s mission

My daughter’s critical needs got missed. HelpFirst is building technology to stop similar things happening again.

HelpFirst Case Alerts - Dan

How AI can support neurodivergent caseworkers

We’re building technology to make all caseworkers' lives easier - potentially with an outsized uplift for neurodivergent caseworkers

Angela Bradbury

AI use in Norfolk County Council

Reflections from Public Sector Innovation Conference

Inspiring examples from an excellent conference

Mission, Vision & Values (v0.1)

Unveiling what we care about

An illustration of a town square with people walking around it.

Designing for Citizen Needs*

*That don't require more funding or structural improvements to public services. Sadly, that's out of scope.

Large Language Models plus Citizens Advice Scotland. A match made in heaven?

Co-designing new uses for LLMs in advice-giving contexts

Helplines Awareness Day

#HelplinesAwarenessDay

Helplines are an essential part of modern society. Let's take a moment to appreciate the people who make them possible.

Pivoting to casework

Casework versus transactional customer relationships. Accelerating our customer development.

What we learnt in January

Reporting beats prioritisation: learnings from January

Are the machines learning? Are they learning anything useful?

How we saved £400k/year for Citizens Advice Scotland

3 lessons from a successful AI implementation

Creating a Multi-Sector PSR

Ruminations on improving the Priority Service Register

HelpFirst in 3 minutes

A quick tour of key HelpFirst functionality

Introducing the playground

Introducing the Playground

See how HelpFirst lets you prioritise your most vulnerable clients

Mapping the PSR

A visual exploration into some irregularities and oddities of Priority Services Register application forms

How AI can identify and prioritise vulnerable customers

The Citizens Advice Scotland view on the benefits of HelpFirst

FCA Guidance of Types of Vulnerability

Four Takeaways from 'Deciphering Consumer Vulnerability'

What does credit reference agency data tell us about vulnerability?

3 Ways that AI Could Aid in Managing Vulnerable Clients

Advances in AI mean that is now possible to scan case notes and get a good sense of what the case is about. What are the best ways to surface these insights to caseworkers and their managers?

HelpFirst

Name Soup and how to avoid it

At HelpFirst, we think we can do better.

HelpFirst

AI: the missing link in Ofgem’s Vulnerability Strategy?

To care for vulnerable people at scale, you must first define who is vulnerable.

HelpFirst

Meeting FCA Consumer Duty: The Unseen Advantage of AI Systems Like HelpFirst

Complying with the FCA's Consumer Duty is challenging.

HelpFirst

Navigating Ofgem Regulations: HelpFirst's AI-Driven Approach to Vulnerable Customer Support

A solution that streamlines compliance while enhancing customer experience.

Building HelpFirst — May

Barrelling towards Demo Day, here’s the latest from HelpFirst.

Building HelpFirst — April

April was our second month (out of three and a half) on the CivTech Accelerator.

Building HelpFirst — March

How we got started on building HelpFirst

Cassie: a chatbot for Citizens Advice Scotland

Notes from the development journey

Could ChatGPT help Citizens Advice Scotland?

We thought we were doing pretty well… and then ChatGPT launched.

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