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

Samuel Kirwan, Morag McDermont and Sue Evans

European Management Journal, 2017, vol. 35, issue 6, 745-754

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.

Keywords: Triage; Overflow; Regulation; Governmentality; Advice (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:eee:eurman:v:35:y:2017:i:6:p:745-754

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DOI: 10.1016/j.emj.2017.06.007

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