Ask Once: Consumer Views on a Multi-Sector Priority Service Register
Ask Once: Consumer Views on a Multi-Sector Priority Service Register 4.14 MB
Ask Once, commissioned by Citizens Advice and conducted by Blue Marble, explores the "Tell Us Once" vision: a Multi-Sector Priority Services Register (MSPSR). By creating a unified system across energy, water, and telecommunications, we can ensure that no one falls through the gaps during a power cut, a water shortage, or the upcoming digital voice switchover.
Key Insights from the Report:
Widespread Public Support: 70% of consumers support a multi-sector approach, with support even higher among those already registered for help.
The Trust Mandate: 43% have concerns about how their data is used. The report outlines the necessity of independent oversight and a "Data Ombudsman."
A Focus on "Threat to Life": Research shows consumers prioritise sharing data related to medical needs and communication barriers to ensure safety during emergencies.
Inclusive Design: The report highlights why the telecommunications sector must be integrated into the PSR framework by 2027 to protect those reliant on landlines.
Our Recommendations:
Citizens Advice is calling on the Government and regulators (Ofgem, Ofwat, and Ofcom) to:
Mandate a Multi-Sector PSR by April 2028.
Standardize Support Needs so that vulnerability is defined and recorded the same way across all essential services.
Ensure Independent Governance to maintain consumer trust and data security.