Ask Once, commissioned by Citizens Advice and conducted by Blue Marble, explores the “Tell Us Once” vision: a Multi-Sector Priority Services Register (MSPSR).
Creating a unified system across energy, water, and telecommunications will 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.
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.