IDEAS home Printed from https://ideas.repec.org/a/eee/eurman/v35y2017i6p745-754.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0263237317300877
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.emj.2017.06.007?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Krause, Monika, 2014. "The Good Project," University of Chicago Press Economics Books, University of Chicago Press, number 9780226131221, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Laiz, Álvaro Morcillo, 2022. "The Cold War Origins of Global IR. The Rockefeller Foundation and Realism in Latin America," SocArXiv g9xqb, Center for Open Science.
    2. Beck, Erin, 2016. "Repopulating Development: An Agent-Based Approach to Studying Development Interventions," World Development, Elsevier, vol. 80(C), pages 19-32.
    3. Silke Roth, 2019. "Linguistic Capital and Inequality in Aid Relations," Sociological Research Online, , vol. 24(1), pages 38-54, March.
    4. Willem Elbers & Lau Schulpen & Emma Frobisher, 2022. "Stuck in a “Catch-22”: Why Donors Fail to Include Grassroots Perspectives on CSO Legitimacy," The European Journal of Development Research, Palgrave Macmillan;European Association of Development Research and Training Institutes (EADI), vol. 34(2), pages 921-939, April.
    5. Bello-Bravo, Julia, 2020. "Managing biodiversity & divinities: Case study of one twenty-year humanitarian forest restoration project in Benin," World Development, Elsevier, vol. 126(C).
    6. Viviane Frings‐Hessami & Gillian Oliver, 2022. "Clashes of cultures in an international aid organisation: Information cultures, languages and the use of information systems," Journal of International Development, John Wiley & Sons, Ltd., vol. 34(7), pages 1414-1429, October.
    7. Michael Barnett, 2016. "Accountability and global governance: The view from paternalism," Regulation & Governance, John Wiley & Sons, vol. 10(2), pages 134-148, June.
    8. Matthew Willner‐Reid, 2021. "UNHCR’s evolving discourse on returning refugee vulnerability in Afghanistan: The law of diminishing returns," Development Policy Review, Overseas Development Institute, vol. 39(1), pages 39-58, January.
    9. Joseph Harris & Jonathan D. Shaffer, 2022. "Comparing disciplinary engagement in global health research across the social sciences," Social Science Quarterly, Southwestern Social Science Association, vol. 103(2), pages 439-454, March.
    10. Gabriel Abend, 2022. "Making Things Possible," Sociological Methods & Research, , vol. 51(1), pages 68-107, February.
    11. Martinez, Daniel E. & Cooper, David J., 2019. "Assembling performance measurement through engagement," Accounting, Organizations and Society, Elsevier, vol. 78(C).
    12. Kluczewska, Karolina & Kreikemeyer, Anna, 2022. "Beyond the local turn: Local orderings and ordering of international organizations," Global Cooperation Research Papers 32, University of Duisburg-Essen, Käte Hamburger Kolleg / Centre for Global Cooperation Research (KHK/GCR21).
    13. Salehi, Mariam, 2022. "A processual framework for analysing liberal policy interventions in conflict contexts," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, issue (OnlineFi, pages 1-1.
    14. Holzscheiter, Anna, 2017. "Was vom arguing übrigblieb… Der Nachhall der kommunikativen Wende in den Internationalen Beziehungen," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 24(1), pages 143-159.
    15. Sara Shostak, 2022. "“How do we measure justice?”: missions and metrics in urban agriculture," Agriculture and Human Values, Springer;The Agriculture, Food, & Human Values Society (AFHVS), vol. 39(3), pages 953-964, September.
    16. Louise Mubanda Rasmussen, 2017. "In the Name of Sustainability: Contradictory Effects of NGO-Driven Development in Malawi," The European Journal of Development Research, Palgrave Macmillan;European Association of Development Research and Training Institutes (EADI), vol. 29(2), pages 312-327, April.
    17. Springer, Emily, 2021. "Caught between winning repeat business and learning: Reactivity to output indicators in international development," World Development, Elsevier, vol. 144(C).
    18. Freeman, Scott & Schuller, Mark, 2020. "Aid projects: The effects of commodification and exchange," World Development, Elsevier, vol. 126(C).
    19. Katarzyna Cieslik & Art Dewulf & Wouter Buytaert, 2020. "Project Narratives: Investigating Participatory Conservation in the Peruvian Andes," Development and Change, International Institute of Social Studies, vol. 51(4), pages 1067-1097, July.
    20. Aurora Fredriksen, 2016. "Crisis in ‘a normal bad year’: Spaces of humanitarian emergency, the Integrated Food Security Phase Classification scale and the Somali famine of 2011," Environment and Planning A, , vol. 48(1), pages 40-57, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:eurman:v:35:y:2017:i:6:p:745-754. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/115/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.