The Citizens Information Board (CIB) plays a vital role in helping people across Ireland access information, advice and advocacy on public services. Demand for support continues to grow, while expectations around digital access are changing. At the same time, CIB and its Service Delivery Companies were working with ageing systems, uneven digital capability and real pressure on frontline teams to do more with limited tools. There was also a clear risk that poorly planned digital change could exclude people who rely on face-to-face or assisted support.

CIB asked 4OC to work with them to develop a digital and ICT strategy that would modernise services in a way that was practical, inclusive and realistic about day-to-day delivery.

We worked closely with CIB, its six Service Delivery Companies, frontline staff, leadership teams, partner organisations and service users to understand the lived reality behind the systems. This included national public surveys, focus groups, site visits and structured change readiness assessments, all designed to be accessible and to reflect the diversity of people who use and deliver CIB services. This engagement surfaced not just technical gaps, but the operational workarounds, confidence issues and service inconsistencies that staff and citizens experience every day.

The resulting strategy gives staff a clear and shared direction for digital change, backed by a prioritised roadmap and delivery framework. It sets out practical steps to improve core systems, strengthen connectivity and reduce duplication across services, helping staff spend less time navigating fragmented tools and more time supporting people. By clearly defining ownership, governance and sequencing, the strategy also makes digital change feel achievable rather than overwhelming.

Importantly, the work identified where digital skills and confidence needed strengthening, allowing CIB to plan targeted training and support. This creates a more consistent experience for staff across services and helps build confidence in using new tools as they are introduced.

For citizens, the strategy focuses on making access to support simpler and more reliable. Planned improvements such as online appointment booking, clearer digital journeys and better use of data are designed to reduce delays and frustration, while maintaining strong phone and face-to-face services for people with complex or sensitive needs. Accessibility was built in from the start, with Easy Read and Irish Sign Language engagement directly shaping priorities and future service design.

CIB now has a delivery-ready digital strategy for 2026–2029, supported by a costed implementation plan, clear governance and measurable benefits. It gives staff the confidence and structure to move forward and ensures that digital investment leads to real improvements for the people who rely on Citizens Information services every day.