Costs
How much will it cost us to implement Hampshire Adviceline?
There are some costs involved in setting up Adviceline but these will be shared by Citizens Advice and each bureau concerned (see below).
Citizens Advice provides the required software free of charge so the only direct cost to you will be for any additional hardware and equipment, most of which you will probably already have.
What equipment/resources do we need?
Most bureaux who are delivering telephone advice will already have some of the following but as a minimum you need:
- Telephone line – with own distinct number provided either via an analogue or a digital system with no call diverts or call waiting etc. enabled. This phone number should not be used for any other purpose (admin line etc.) and not be or have been publicised anywhere (posters, Yellow Pages, phone book etc.). It is recommended that you put in place one line, one number for each desk.
- Telephone handset(s) with headset facility
- Desk(s) and chair(s)
- Computer(s) with access to the VPN
- Physical (buildings and equipment)
Costs to bureaux will vary according to the number of lines and headsets required. However, we recommend that you review the telephony your bureau currently uses to make sure that it is ‘fit for purpose’ and that you have enough telephone lines available. Information about telephony options is available on CABLink.
Provided by Citizens Advice
- VCC (telephony) software – provides access and management of the VCC
- CASE/PETRA – as per current bureau setup with access to an Adviceline partition
- Adviceguide
Will additional space be needed to host the new kit?
As resources are shared across different bureaux and locations, and bureaux are looking to increase the number of client contacts they can provide, it is unlikely that you will need to find additional space to host the Adviceline service.
Will our phone bills increase?
Although direct costs won’t increase, the growth in your volume of work as a result of dealing with more clients, may lead to some increased costs, such as more call backs and higher telephone charges. For example, in a large bureau like Swansea, their phone bill was approximately £300-£400 per month; in March 2010, 5 months after ‘go live’, it was £650 including £200 line rental (based on 25 lines with 3-4 being used for Adviceline There is a lot of competition between telephone providers, and Citizens Advice can help you find the best value provider.