Citizens Advice
Community House, 15 New Bedford Rd.,
Luton, LU1 1SA,
United Kingdom
Luton, LU1 1SA,
United Kingdom
44 80 8278-7847
Non Profit
Citizens Advice Technographics
Citizens Advice Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Citizens Advice and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 7000 Citizens Advice employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Citizens Advice has purchased the following applications: Infor SunSystems for ERP Financial in 2018, SD Worx Accurat HCM for Core HR in 2018, LivePerson Conversational Cloud for Chatbots and Conversational AI in 2018 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Citizens Advice is running and its propensity to invest more and deepen its relationship with Infor , SD Worx , The Access Group or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Citizens Advice revenues, which have grown to $3.30 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Citizens Advice intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
Citizens Advice Tech Stack and Enterprise Applications
ERP Financial Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Infor | Legacy | Infor SunSystems | ERP Financial | ERP Financial Management | n/a | 2018 | 2018 |
In 2018, Citizens Advice implemented Infor SunSystems as its ERP Financial application. The implementation established Infor SunSystems as the authoritative system of record for the charity's financial actuals and core accounting data used by the finance function.
Infor SunSystems was configured to deliver core financials including the general ledger and transactional actuals feeding budgeting and reporting workflows. Nightly extracts of financial actuals from Infor SunSystems are used to populate planning templates, and alignment of the chart of accounts supported downstream consolidation in the charity's planning layer.
Operational integration tied Infor SunSystems to Vena for budgeting and forecasting, with Vena pulling ERP actuals automatically every night, and to SD Worx for HRIS where headcount data is re-uploaded to Vena monthly. This integration pattern ensured budget holders across departments had up to date financial and workforce data within the planning tool, enabling collaborative scenario planning and funder specific templates.
Governance and workflow changes focused on shifting ownership to budget holders through structured Vena workflows and audit trails, while relying on Infor SunSystems as the single source for verified transaction data. Finance retained central oversight of validations and status tracking, reducing spreadsheet based manual consolidation and introducing data validation rules into regular planning cycles.
As a result of the Infor SunSystems to Vena and SD Worx integrations, Citizens Advice reported more engaged budget owners, reduced manual spreadsheet work, and faster ability to model funding scenarios, allowing finance teams to spend more time on strategic analysis. The Infor SunSystems deployment therefore functioned as the ERP Financial backbone that enabled timely actuals and consistent accounting data for workforce and financial planning.
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HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| SD Worx | Legacy | SD Worx Accurat HCM | Core HR | HCM | n/a | 2018 | 2018 |
In 2018, Citizens Advice implemented SD Worx Accurat HCM as its Core HR system. The deployment established SD Worx Accurat HCM as the HR system of record for roughly 7,000 employees at the UK charity, providing a centralized platform to support HR and workforce data used across finance and operational planning.
SD Worx Accurat HCM was configured to manage core HR functions consistent with Core HR category expectations, including employee master data, position and headcount management, and personnel planning data exports. The implementation emphasized configurable reporting and scheduled data extracts to support downstream planning workflows and to reduce reliance on manual spreadsheet consolidation.
The SD Worx Accurat HCM deployment was integrated into Citizens Advice financial and planning flows, interfacing with Infor SunSystems for ERP level actuals and supplying headcount feeds into the charitys planning stack. Headcount and personnel data from SD Worx Accurat HCM were re-uploaded into the organizations planning tool Vena on a monthly cadence, while ERP actuals flowed overnight into the planning environment to enable aligned finance and HR reporting.
Operationally the SD Worx Accurat HCM implementation supported tighter collaboration between HR, finance, and budget owners by providing a single source for workforce data used in budgeting and forecasting. That aligned data flow contributed to reduced spreadsheet dependency and supported more engaged budget holders and expanded scenario modeling in the planning tool, enabling finance teams to focus more on analysis and governance of headcount and OpEx inputs.
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Core HR | HCM |
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2019 | 2019 |
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Payroll | HCM |
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2019 | 2019 |
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Workforce Management | HCM |
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2020 | 2020 |
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AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| LivePerson | Legacy | LivePerson Conversational Cloud | Chatbots and Conversational AI | AI-Powered Application | n/a | 2018 | 2018 |
In 2018, Citizens Advice deployed LivePerson Conversational Cloud to add live chat capability to its public website. The deployment uses LivePerson Conversational Cloud as a Chatbots and Conversational AI platform and installs a web chat widget that sets a pattern type cookie, a unique session identifier used to maintain visitor chat sessions.
Configuration emphasized conversational messaging and session management, leveraging the LivePerson Conversational Cloud for real time text chat, stateful session tracking, and automated response workflows with agent handoff. The implementation relied on session persistence via the unique session identifier cookie to preserve conversation context across page loads and to enable message routing and continuity.
The solution is embedded on citizensadvice.org.uk and scoped to support site visitors engaging with advice content across the United Kingdom, providing online chat coverage as part of digital channels and customer service workflows. The LivePerson session cookie is explicitly associated with the LivePerson software, enabling continuity of conversation during a visitor session and supporting conversational state for adviser interactions.
Governance focused on cookie and session lifecycle controls that align the LivePerson Conversational Cloud cookie behavior with Citizens Advice site cookie policies and session retention practices. Operational rollout centered on extending web based chat across public facing content areas and integrating chat routing into existing adviser response workflows.
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Audio Video and Web Conferencing | Collaboration |
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2021 | 2021 |
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Collaboration | Collaboration |
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2009 | 2010 |
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Collaboration | Collaboration |
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2015 | 2015 |
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Collaboration | Collaboration |
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2018 | 2018 |
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Survey and Questionnaire | Collaboration |
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2018 | 2018 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Call Center | CRM |
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2018 | 2018 |
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Call Center | CRM |
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2009 | 2010 |
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Call Center | CRM |
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2014 | 2014 |
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CRM | CRM |
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2021 | 2021 |
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Customer Experience | CRM |
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2019 | 2019 |
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Customer Support | CRM |
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2009 | 2010 |
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Customer Support | CRM |
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2022 | 2022 |
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Marketing Analytics | CRM |
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2018 | 2018 |
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ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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IT Service Management | ITSM |
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2022 | 2022 |
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IT Service Management | ITSM |
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2016 | 2018 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Application Hosting and Computing Services | IaaS |
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2015 | 2015 |
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Content Delivery Network | IaaS |
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2016 | 2016 |
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Content Delivery Network | IaaS |
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2020 | 2020 |
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Digital Workspace | IaaS |
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2014 | 2014 |
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CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
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Identity and Access Management (IAM) | CyberSecurity |
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2020 | 2020 |
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Secure Web Gateways (SWG) | CyberSecurity |
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2013 | 2013 |
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IT Decision Makers and Key Stakeholders at Citizens Advice
| First Name | Last Name | Title | Function | Department | Phone | |
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| No data found | ||||||
Apps Being Evaluated by Citizens Advice Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Citizens Advice IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Citizens Advice digital transformation priorities and AI adoption trends.
| Date | Company | Status | Vendor | Product | Category | Market |
|---|---|---|---|---|---|---|
| No data found | ||||||
FAQ - APPS RUN THE WORLD Citizens Advice Technographics
Citizens Advice is a Non Profit organization based in United Kingdom,
with around 7000 employees and annual revenues of $3.30 billion.
Citizens Advice operates a diverse technology stack with applications such as
Infor SunSystems, SD Worx Accurat HCM and LivePerson Conversational Cloud,
covering areas like ERP Financial, Core HR and Chatbots and Conversational AI.
Citizens Advice has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Infor, SD Worx and LivePerson.
Citizens Advice recently adopted applications including
FreshDesk Customer Support in 2022, Freshservice in 2022 and Microsoft Teams in 2021,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Citizens Advice’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Citizens Advice’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete Citizens Advice technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.