This Insights report explores the health and social care queries from people aged 66 and over that were presented to the Citizens Information Services (CIS) in 2023 and 2024. During this period, over 20,000 people were assisted with over 28,000 health-related queries, indicating a continuing high demand for information and assistance from this age cohort. Their queries mainly concerned the Medical Card, GP Visit card, GP services, dental, aural, optical (eye) health, as well as the Long-Term Illness Scheme and the Home Support Service.

This CIB Insights series report explores data and social policy feedback from Citizens Information Services (CISs) on Housing Grants and Schemes, focusing on the Housing Adaptation Grant for Older People and Disabled People, as well as the SEAI Fully Funded Energy Upgrade Scheme, which had the most queries to CISs in 2022 and 2023. The research explores some broad areas of concern for the public relating to the application process, wait times, maximum grant amounts, grant coverage, and affordability.

This CIB-funded report, researched and written by the National Advocacy Service for People with Disabilities (NAS) with CIB editorial support, gives voice to the experiences of people supported by NAS. It highlights the multiple barriers that can be faced by people with disabilities when seeking to manage and access their own finances.

This CIB-funded report, undertaken by South Leinster Citizens Information Service in association with Co Wicklow Older People's Council and South Leinster MABS, looks at the experience of older people in County Wicklow in accessing financial services in light of the move to online provision. It highlights the barriers that prevent some older people from leading financially independent lives and presents a series of recommendations.

This joint CIB/DFI report analyses the experiences of people with disabilities in accessing appropriate accommodation. It references the commitments made in the National Housing Strategy for People with a Disability 2011-2016 (extended to 2021), related Local Authority strategic plans and social housing policy more generally. It informs a policy action agenda regarding the implementation of the National Housing Strategy for Disabled People 2022-2027.

This CIB-funded report, commissioned by South Leinster Citizens Information Service, looks at the experience of prisoner access to public and other essential services. The report arose from two decades of in-reach service provided by South Leinster CIS to the Midlands Prison in Portlaoise. The report aims to give a voice to the prisoner community regarding the difficulties they encounter when trying to access essential services.

This joint CIB/ Threshold report focuses particularly on those relying on the private sector for social housing, against a backdrop of under-supply and unaffordability Security of tenure and high rents were the top concerns raised. Vulnerable people on fixed incomes most likely to be adversely impacted by insecure tenure, while the issue of rent increases ranked highly for renters of all ages and backgrounds.

This report profiles the information needs of migrants – particularly those in a vulnerable situation owing to a combination of legal status and individual, family and socio-economic factors – and the implications for the frontline services supported by CIB. The report also documents the experiences and perception needs of information providers involved in assisting migrants and locates these within the broader policy environment.

This report explores digital exclusion among users of public services. The report acknowledges the benefits of digital technology in supporting public service delivery but presents evidence that many people seeking assistance from Citizens Information Services are encountering barriers to online public service access. The report proposes policy and associated actions regarding digital inclusion.

This report profiles employment rights queries to Citizens Information Services and includes a focus on issues which emerged during the Covid-19 crisis. The trend over recent years is for greater complexity in employment-related queries. The main themes explored in the analysis relate to terms of employment, leaving work and changing jobs, and enforcement and redress.

This study investigates the accessibility of online social, financial and public services to older people in Co. Wicklow. It explores engagement with online services, barriers to access and measures to ensure inclusion. Recommendations include enforcing the right to be offline, providing digital skills training, and addressing affordability, security and safety issues where online tasks are delegated to a proxy, family member or friend.

This study, undertaken by Dr Stuart Stamp in collaboration with National Traveller MABS, Ballyfermot MABS and a number of Traveller organisations, examines energy poverty as experienced by Travellers living in mobile homes and trailers. The key findings relate to rates of energy poverty, conditions of mobiles/trailers, health and safety concerns and poverty and financial exclusion among Travellers.

This study focuses on the experiences of the Deaf Community in accessing public services and related information on entitlements. The research took place in the context of the passing of the Irish Sign Language Act which gave state recognition to the indigenous language of the Deaf Community. The report identifies key issues regarding the development of more accessible services.

This fuel poverty research was commissioned by Dublin 10 & 20 Money Advice and Budgeting Service (MABS) as a follow up to research undertaken in 2013. It found that despite national economic recovery, the level of fuel poverty amongst clients remained unacceptably high. The report also highlights heightened levels of fuel poverty amongst Travellers living in mobile homes/trailer accommodation.

This study reflects the experiences of CIB-supported frontline services in providing information, advice and advocacy in relation to the Housing Assistance Payment (HAP) scheme within the wider social housing context. While HAP is a valuable housing initiative, concerns raised include a shortage of suitable rented accommodation in some areas and issues related to security of tenure.

This is a follow up report to the 2016 study, An Analysis of Mortgage Arrears Among South Mayo MABS Clients. It examines the personal situations of those at the centre of the mortgage arrears crisis. South Mayo MABS conducted both reports in association with Dr Stuart Stamp, Maynooth University and Paul Joyce BL, Free Legal Advice Centres (FLAC).

This report examines the significant impact that CISs make. Using a public service value framework, it documents the range of services provided by CISs and the economic and social value of this work. It highlights the importance of CIS support for people who cannot access online information or who need face-to-face advice, assistance or advocacy in relation to increasingly complex issues.

This research considers the nature of mortgage arrears among clients, explores how mortgage arrears are being dealt with, and makes recommendations. The study suggests that there is a spatial dimension to mortgage arrears, across a range of areas such as borrower age, household composition, lender profiles, arrears persistence, housing stress and shelter poverty. It recommends that policy developments factor in this spatial dimension.

This evaluation of employment schemes within Citizens Information Services considers how these programmes, particularly the Community Employment scheme, contribute to CIS service delivery. The research explores the engagement of scheme workers, the extent of face-to-face work with clients, and the progression of scheme staff into mainstream roles. It also considers how employment opportunities provided by CISs contribute to the Government’s activation and work placement agenda.

This research by Wicklow Citizens Information Service sought to establish what types of information older people in Wicklow were looking for, how they accessed it and who they looked to for support in finding and acting on the information they needed. The research has relevance for agencies and personnel nationwide who wish to develop services that are accessible to marginalised or hard-to-reach older people.

This report, prepared by MABS National Development for the Minister for Social Protection, found that MABS clients in mortgage debt were primarily households with children, located in urban areas and headed by people between 41 and 65. They were more likely to be unemployed, have multiple debts, and be mortgaged to a mainstream lender. The Report underlines the need for a holistic, consumer-focused approach.

Citizens Information Services had seen a substantial increase in the number of self-employed people using their services. MABS had also reported growing problems of indebtedness, difficulties in accessing credit and subsequent inability to meet loan and mortgage payments amongst self-employed people. Feedback and case studies from both services informed this social policy report.

This research, commissioned by Waterford MABS, explored the impact of current supports and options in relation to mortgage debt. It found that the existing arrangements did not meet the needs of people needing medium-term support or with non-viable mortgages. The research identified potential solutions, including extending Mortgage Interest Supplement and Mortgage to Rent Schemes.

The aim of this research, carried out by the Centre for Nonprofit Management at Trinity College Dublin, was to profile CIS volunteers in CISs and to inform the development of volunteering strategy. The report proposed initiatives to enhance volunteer recruitment and support, set out guidelines for deployment of volunteers (matching skills to different aspects of the service), and identified important training and other supports.

This research highlighted the range of issues experienced by the public in relation to travel, transport and access, particularly in rural areas. It raised concerns such as the social isolation of older people in rural areas, the transport accessibility difficulties encountered by people with disabilities on a daily basis, and problems of access arising from the centralisation of hospital services.