The introduction of new technology can be daunting. At Citizens Advice Scotland (CAS) we saw the benefits and embraced it early, integrating it into our work to enable us to help more people more efficiently.

I work for the Extra Help Unit (EHU), a statutory service that’s managed by CAS and supports people in particularly vulnerable situations with their energy complaints.

Since 2022, the EHU has been breaking records – but not the kind you want to celebrate. The number of people in crisis contacting our service remains at an unprecedented level. The EHU handled 35,000 cases last year alone with around 70% of these being urgent. We streamlined processes, increased staff numbers and brought in a new case management system. But we knew we still had to do more.

A couple of years ago, the EHU was accepted onto the Civtech 8........

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