Vulnerability Indicators

Enabling You To Deliver The Right Customer Experience For Everyone

In recent years, identifying and supporting potentially vulnerable customers has become more important than ever before. In many sectors, that’s because of increasing legislation and regulatory pressures.  

What do we mean by vulnerable? It’s people who are considered to be susceptible to harm or disadvantage, because of their personal circumstances. Organisations need to treat them with appropriate care. Are you providing the right services to your vulnerable customers? Do you know who they are? 

CACI’s Vulnerability Indicators help you to accurately identify people who may be considered vulnerable, so you can support them in the right way. This can be particularly helpful in regulated industries such as financial services, the public sector and utilities.  

The Vulnerability Indicators dataset brings together key vulnerability dimensions – financial, digital use, age and transport. Each indicator blends a number of criteria that are instrumental in creating vulnerability.

Available at a postcode level across the UK, this dataset makes it easier for you to identify those vulnerable groups. Apply it to your customer base or across geographic areas. It uses a proven statistical methodology to ensure all dimensions are valid.

When you identify potentially vulnerable groups, you can: 

  • Understand the how many vulnerable customers or residents there may be, so your organisation can monitor how your actions are affecting outcomes
  • Identify customers or residents who may not have access to digital services so you can offer alternatives
  • Reveal how many customers or residents in your community might be affected by the closure of a branch or council-run service or building
  • Find customers who may be eligible for additional services via the Priority Services Register (PSR)
  • Help frontline staff identify vulnerable customers or residents, so they can ask the right questions and provide adequate support
  • Make sure vulnerable customers pay a fair price for services and are aware of the benefits of switching or changing tariffs
  • Provide extra support for communicating with potentially vulnerable customer groups
  • Identify customers who are may be at risk of disconnections due to debt, or of non-payment of rents or council tax
  • Assess whether customers are likely to have adequate financial resources, in order to identify potential problem gamblers