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Triaging overflow: A case study of the ‘Gateway Assessment’ in the UK Citizens Advice Service

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  • Kirwan, Samuel
  • McDermont, Morag
  • Evans, Sue

Abstract

This article explores the impact upon the work of the UK Citizens Advice Service of the ‘Gateway Assessment’ system, a ‘triage device’ rolled out across Citizens Advice Bureaux in England and Wales from 2007 onwards designed to deal with an overflow of client needs.

Suggested Citation

  • Kirwan, Samuel & McDermont, Morag & Evans, Sue, 2017. "Triaging overflow: A case study of the ‘Gateway Assessment’ in the UK Citizens Advice Service," European Management Journal, Elsevier, vol. 35(6), pages 745-754.
    • Handle: RePEc:eee:eurman:v:35:y:2017:i:6:p:745-754
    DOI: 10.1016/j.emj.2017.06.007
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    References listed on IDEAS

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    1. Krause, Monika, 2014. "The Good Project," University of Chicago Press Economics Books, University of Chicago Press, number 9780226131221, April.
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