Citizens Information Digital Help Project
Helping citizens navigate online government services.
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“Without the CIC I wouldn't be able to access any of the online Services”- Digital Help Service user
This Citizens Information Service (CIS) project piloted a service that supports people to use government services online. The aim of the pilot was to develop a model for Digital Help in the Citizens Information that is now being mainstreamed nationwide.
The Citizens Information Digital Help Service was developed and delivered in 14 Citizen Information Centres (CICs) across the country between July and December 2024.
The Digital Help Service helped 341 people across 14 locations. 22 Citizens Information staff attended online literacy awareness training before running the Digital Help Service.
Information Providers offered the service through CIC appointments and as part of the CIC drop-in services. Staff helped people to use touch-screen tablets, guiding them on how to access and use government websites effectively.
Facilitators reviewed the accessibility of online portals in the MyGov website, like My Revenue, My Welfare, and the passport service. Continuous feedback from users and Information Providers allowed for a thorough assessment of Digital Help Service equipment and procedures.
People really appreciated the help they received, with 96.4% of people who replied saying the service met their online needs. 98.5% of people who replied also rated the professionalism and efficiency of the service as ‘Excellent’ (95%).
The service that was piloted in 14 locations. It is due to be offered across all Citizens Information services nationally. 20 additional locations will begin offering the service in July and August 2025, with further locations joining later in the year.
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Cathy and Tatianna in Clondalkin Citizens Information Centre.
This project was a collaboration between North Munster Citizens Information Service and South Leinster Citizens Information Service.
For more information about the project, please contact Fionnuala Carter, NPO Assistant Manager, at fionnuala.carter@solas.ie
The Adult Literacy for Life Collaboration and Innovation Fund
The Collaboration and Innovation Fund supports projects for adults with unmet literacy, numeracy and digital literacy needs and projects that support organisations to be literacy friendly. The closing date for 2024 applications has now passed but keep an eye out for information on our 2025 fund which will be launched in December.
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