While our work in 2020 was focused on the Covid-19 pandemic, it didn’t change our longer-term aims—the ambitions we set out in our Future of Advice strategy still stand. We want to help more people in England and Wales by delivering seamless, multi-channel services that keep pace with changing client needs and preferences. The Covid-19 pandemic required us to move more quickly in certain areas, most notably in a doubling of capacity on phones, but not to fundamentally change plans. Our vision By 2022 and beyond—we’ll be able to make the following offer: You won’t struggle to get help from us Our services will be available when you need them and you’ll have a great experience —wherever you start your journey, whatever your needs are and wherever you are. Our service will feel joined up You’ll access advice quickly and easily through our different services and channels, without having to repeat yourself. We’ll help you find a way forward, whatever your problem We’ll offer you the resources, tools and expertise to solve your problem. If we can’t help you directly, we’ll signpost you or make a smooth referral to a trusted partner who can give you the advice you need. You’ll get the level of support you need If you’re at higher risk of disadvantage, detriment or harm, we’ll take extra steps to make sure you have the appropriate level of support. Whatever situation you’re in, you’ll be informed about the different ways of accessing support and be able to choose the one that works best for you. You know that we’ll speak up for you We’ll advocate for changes to government policy and industry practices that are making life harder for you. Our vision By 2022 and beyond—we’ll be able to make the following offer: You won’t struggle to get help from us Our services will be available when you need them and you’ll have a great experience —wherever you start your journey, whatever your needs are and wherever you are. Our service will feel joined up You’ll access advice quickly and easily through our different services and channels, without having to repeat yourself. We’ll help you find a way forward, whatever your problem We’ll offer you the resources, tools and expertise to solve your problem. If we can’t help you directly, we’ll signpost you or make a smooth referral to a trusted partner who can give you the advice you need. You’ll get the level of support you need If you’re at higher risk of disadvantage, detriment or harm, we’ll take extra steps to make sure you have the appropriate level of support. Whatever situation you’re in, you’ll be informed about the different ways of accessing support and be able to choose the one that works best for you. You know that we’ll speak up for you We’ll advocate for changes to government policy and industry practices that are making life harder for you. Our vision By 2022 and beyond—we’ll be able to make the following offer: You won’t struggle to get help from us Our services will be available when you need them and you’ll have a great experience —wherever you start your journey, whatever your needs are and wherever you are. Our service will feel joined up You’ll access advice quickly and easily through our different services and channels, without having to repeat yourself. We’ll help you find a way forward, whatever your problem We’ll offer you the resources, tools and expertise to solve your problem. If we can’t help you directly, we’ll signpost you or make a smooth referral to a trusted partner who can give you the advice you need. You’ll get the level of support you need If you’re at higher risk of disadvantage, detriment or harm, we’ll take extra steps to make sure you have the appropriate level of support. Whatever situation you’re in, you’ll be informed about the different ways of accessing support and be able to choose the one that works best for you. You know that we’ll speak up for you We’ll advocate for changes to government policy and industry practices that are making life harder for you. Our vision By 2022 and beyond—we’ll be able to make the following offer: You won’t struggle to get help from us Our services will be available when you need them and you’ll have a great experience —wherever you start your journey, whatever your needs are and wherever you are. Our service will feel joined up You’ll access advice quickly and easily through our different services and channels, without having to repeat yourself. We’ll help you find a way forward, whatever your problem We’ll offer you the resources, tools and expertise to solve your problem. If we can’t help you directly, we’ll signpost you or make a smooth referral to a trusted partner who can give you the advice you need. You’ll get the level of support you need If you’re at higher risk of disadvantage, detriment or harm, we’ll take extra steps to make sure you have the appropriate level of support. Whatever situation you’re in, you’ll be informed about the different ways of accessing support and be able to choose the one that works best for you. You know that we’ll speak up for you We’ll advocate for changes to government policy and industry practices that are making life harder for you. Our vision By 2022 and beyond—we’ll be able to make the following offer: You won’t struggle to get help from us Our services will be available when you need them and you’ll have a great experience —wherever you start your journey, whatever your needs are and wherever you are. Our service will feel joined up You’ll access advice quickly and easily through our different services and channels, without having to repeat yourself. We’ll help you find a way forward, whatever your problem We’ll offer you the resources, tools and expertise to solve your problem. If we can’t help you directly, we’ll signpost you or make a smooth referral to a trusted partner who can give you the advice you need. You’ll get the level of support you need If you’re at higher risk of disadvantage, detriment or harm, we’ll take extra steps to make sure you have the appropriate level of support. Whatever situation you’re in, you’ll be informed about the different ways of accessing support and be able to choose the one that works best for you. You know that we’ll speak up for you We’ll advocate for changes to government policy and industry practices that are making life harder for you. Our vision By 2022 and beyond—we’ll be able to make the following offer: You won’t struggle to get help from us Our services will be available when you need them and you’ll have a great experience —wherever you start your journey, whatever your needs are and wherever you are. Our service will feel joined up You’ll access advice quickly and easily through our different services and channels, without having to repeat yourself. We’ll help you find a way forward, whatever your problem We’ll offer you the resources, tools and expertise to solve your problem. If we can’t help you directly, we’ll signpost you or make a smooth referral to a trusted partner who can give you the advice you need. You’ll get the level of support you need If you’re at higher risk of disadvantage, detriment or harm, we’ll take extra steps to make sure you have the appropriate level of support. Whatever situation you’re in, you’ll be informed about the different ways of accessing support and be able to choose the one that works best for you. You know that we’ll speak up for you We’ll advocate for changes to government policy and industry practices that are making life harder for you. 16 Our strategy: The Future of Advice