Case Study: Citizens Advice Scotland achieves improved searchability for two-thirds of users with Totara

Citizens Advice Scotland's LMS Design Improved Searchability for Two-thirds of Users

Citizens Advice Scotland (CAS) — part of a network of 59 independent bureaux supporting over 272,500 clients in 2018–19 — needed a flexible, cost‑effective learning solution to train a highly diverse and rolling intake of volunteers (over 800 a year). Their City & Guilds adviser programme covers 32 topics and previously created long waiting lists and administrative burden because learners need to access training at different times, locations and on multiple devices.

CAS implemented Totara Learn to deliver personalised learning paths, audience‑specific dashboards, context‑sensitive homepages, searchable course catalogues and optional enrolment, enabling bureaux to track progress and CAS to report on trends. The LMS removed intake bottlenecks, improved accessibility and self‑directed learning — 67% of users say it meets their needs very or extremely well, 40% reported faster search/time to find resources, and 65% find the redesigned site visually appealing.

Citizens Advice Scotland

Annabelle Ridley

Training Manager