CIPS Launches First Annual Report 2020

The Citizens Information Phone Service (CIPS) has launched its first Annual Report for 2020 marking its 21st birthday. From its beginning as the Citizens Information Call Centre with a staff of 5 it has grown and now employs 33 people.

The report shows a continued growth in people seeking support and assistance across a wide range of topics from social welfare to employment and more recently on all things Covid-related. In 2020, over 160,000 people were helped by the National Phone Service, up 7% over 2019.

The Citizens Information Phone Service (CIPS) provides a national service available to citizens via multiple channels including telephone and web chat. CIPS delivers a service that supports people throughout their lives, no matter their stage, status or age.

Speaking at the launch Adrian Murphy, Chair of the Citizen Information Phone Service, said: “this report is very much structured around the people we work with – the citizens of Ireland. Our annual report illustrates stories of people whose lives have been touched by their involvement with CIPS and it is these personal stories that are the heart of our work.

Noting the general surge in demand for the service throughout the pandemic Laura McCarthy, CIPS Manager, spoke of the resilience and adaptability of all her staff. She also thanked the voluntary board of directors for their guidance and support and the Citizens Information Board (CIB) who fund CIPS.

Fiona Coyne, Acting CEO, CIB thanked the staff at CIPS for their work and acknowledged the particular challenges that the pandemic brought in maintaining a national phone service under remote working conditions. She also stressed the important contribution CIPS make to the Social Policy remit of CIB with almost 1,000 social policy returns made in 2020. She also looks forward to working with CIPS in making the CIB Digital Strategy a success.

CIPS Annual Report 2020 (pdf)