Westmeath Citizens Information: A trusted face in a changing Ireland

In a world increasingly dominated by online systems and digital bureaucracy, the importance of reliable, face-to-face guidance has never been more vital. Citizens Information, with over 90 offices across Ireland, continues to provide just that—grounded, accessible help on a wide range of issues for people from all walks of life.

In Westmeath, this trusted service is not just surviving—it is thriving, adapting, and innovating while staying true to its original mission: to inform, advise, and advocate.

The roots of Citizens Information stretch back to a pivotal moment in 1974, when a conference in Dún Laoghaire titled 'The Right to Know' sparked a nationwide movement. Spearheaded by then-Minister Frank Cluskey, the initiative recognised a pressing need: people needed better access to information about their rights and entitlements.

Just one year later, on July 8, 1975, the first 25 Citizens Information Centres were formally registered at the Burlington Hotel in Dublin. The event was attended by Tánaiste Brendan Corish, and marked the beginning of what would become one of Ireland’s most trusted community services. By the end of that year, the network had grown to 33 centres—and by 1979, it had expanded to 83.

Mary Murtagh, Advocate and Information Officer with the North Leinster Citizens Information Service, explains the movement’s organic origins: “They were all community-based. Like-minded individuals came together to open centres. Back then, everything was paper-based. There were no databases, no websites—just people helping people.”

In Westmeath, the service began in Athlone in 1976 and in Mullingar in 1979. Initially known as Community Information Centres, these hubs were staffed entirely by volunteers—neighbours helping neighbours navigate the complexities of housing, welfare, education, health, and more.

Over the years, the service has matured alongside the society it serves. In 1990, a significant rebrand saw these centres renamed as Citizens Information Centres, with broadcaster Gay Byrne playing a prominent role in the public campaign.

By 1995, the first paid staff were introduced, acknowledging both the increasing demand and the complexities of running large-scale voluntary organisations. However, volunteers remained at the heart of the service. As Mary Murtagh notes, “COVID had an enormous impact. Many of our volunteers were in vulnerable groups and haven’t returned, but we’re working to re-establish those local connections.”

Another pivotal moment came in 2014, when a governance review led to a streamlining of the service. From 32 independent boards, the structure was regionalised into eight organisations. Westmeath now falls under the North Leinster CIS, alongside Meath, Louth, Longford, and Kildare.

This reorganisation was not just about efficiency. “It was about standardisation,” Mary says. “So that someone visiting a centre in Cork would receive the same level and quality of information as someone visiting in Donegal.”

The numbers speak volumes. In 2024, the Citizens Information Service nationwide handled 767,068 queries. North Leinster CIS alone dealt with 73,697 people, generating 134,765 individual queries—a powerful testament to the demand for human-centred guidance.

Between January and June of 2024, nearly 36,000 people in North Leinster accessed the service, logging almost 64,000 queries. In Westmeath alone, staff see hundreds of clients each week.

“Most people who come in have more than one query,” Mary explains. “It might start with a question about social welfare, but then leads into housing, medical cards, or education support. It’s rarely just one thing.”

Currently, about 45% of queries relate to social welfare, with other common topics including housing, health, employment rights, education, and migration.

While the Citizens Information website (citizensinformation.ie) is one of the most trusted and widely-used public information sources in Ireland, many people still prefer face-to-face interaction. And for good reason.

“When someone Googles a question, they might find information,” Mary says, “but they can’t tease it out like they can sitting in front of a real person. That’s the great strength of Citizens Information.”

In an era where government services are increasingly digital-first—and sometimes digital-only—many people are left behind. From older citizens struggling with online tax forms to applicants needing help with MyGovID or online passport renewals, the challenges are both technical and emotional.

To bridge this gap, the service is expanding its digital assistance offerings. A new digital support system is in development that will allow clients to input personal data securely in the office, with all information automatically wiped after the session to protect privacy.

“Up to now, we couldn’t help with things like online passport applications because they involve payments,” Mary explains. “But our new system will enable clients to do it themselves—safely and securely—with our support.”

For many clients, the real value of Citizens Information lies in the personal touch. Mary recalls a new initiative in Longford: “We’ve started an Over-60s Clinic. We do a full benefit check because a lot of people simply don’t know what they’re entitled to. Things like the Household Benefits Package, fuel allowance, or tax back on medical expenses.”

As winter approaches, one of the most common questions from older people is, “Am I entitled to the fuel allowance?” Others come in with uncertainty about medical card eligibility or support for carers.

“That’s the moment where you see the impact,” Mary says. “Someone comes in unsure and leaves with clarity, and often with more financial security than they expected.”

One of the unique strengths of Citizens Information is its deep local connection. While the network is national in scale, each centre is rooted in its community. Volunteers and staff are local people, familiar with local services and challenges.

Asked about the number of volunteers currently active in Westmeath, Mary admits the data is a little unclear due to staffing changes—but what’s not unclear is the need for more community involvement.

“We’re always open to new volunteers. It’s about building that sense of community support again.”

As the Citizens Information Service moves into its next chapter, its strategic plan for 2025–2027 focuses on balancing face-to-face accessibility with digital inclusion. It acknowledges the continuing need for impartial, informed, and compassionate human interaction—particularly for those most affected by digital inequality.

Backed by the Citizens Information Board and a growing suite of secure technologies, the service is better equipped than ever to meet the evolving needs of Ireland’s diverse population.

But at its heart, it remains the same: a place where anyone—regardless of background or circumstance—can walk in, sit down, and get the help they need to understand their rights, make informed choices, and navigate life’s challenges with confidence.

As Mary Murtagh puts it: “If someone stops me in the street and asks, ‘Do you think I might be entitled to something?’—that’s exactly what we’re here for.”