Business Plan

Darllen y tudalen yma yn Gymraeg

Executive Summary

“We give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem”

This is a national objective which we share. To achieve it we intend to develop our service over the next three years as follows:


Much of our advice is delivered by volunteers – a process which benefits volunteers as well as clients. We will seek to recruit and train more volunteers, recognising that for some the skills acquired will help them gain employment. We will develop the way in which we recruit and train to enable a wider range of individuals to contribute in a way which works for them. We will continue to seek funding to maintain a strong team of caseworkers to help with more complex problems. We will put clients at the heart of everything we do, so that we can give them the help they need in the way in which they want to access it, whether that is face to face, over the phone or digitally. We will ensure that our advice is quality assured and consistently good.

Whilst the Coronavirus pandemic has meant we are unable to deliver face to face advice at present, we hope to reintroduce this safely at some point in the coming months.


We’ll be an even stronger voice on the issues that matter most to the people who come to us for help. We will do this through a range of campaigns based on evidence and research from local and national advice. We will continue to improve the way in which this is communicated and provide opportunities for clients and supporters to get involved.


We’ll use technology to enable a great experience for the people who come to us for help, while freeing up resources that will allow us to meet more demand. In particular, we will continue to assist local people with using internet technologies, in particular with Universal Credit and seek further funding to expand our work. We will continue to support Citizens Advice to ensure that information is available online in Welsh and that clients can receive an interactive bilingual service.

We will support staff and volunteers to develop their ability to offer a remote service via phone, webchat and video conferencing.


We’ll underpin our future as a service through a more collaborative, proactive, and competitive approach to fundraising. This will include developing publicity to raise charitable donations and awareness of our services. Our financial planning will be based on working with the Citizens Advice network across North Wales and with other voluntary organisations to minimise the cost of administration including premises costs and effective management of risks.


We’ll be a collaborative, inventive and high-performing service that challenges discrimination and promotes equality, diversity and inclusion. Our people are at the heart of what we do and we are determined to ensure that everyone has what they need to be effective and is fully involved in delivering a successful service.

Download PDF of bilingual summary (2 pages)

Main Plan

Appendix A: Organisational Structure

Appendix B: Risk Register

Appendix C: Budget

Review of Performance