we built an enhanced learning offer to support advisers and the remote socialisation of the new volunteers The additional capacity has allowed us to sustain our target of meeting over 1,500 additional contacts a day. We’ve continued to meet the additional demand for calls into 2021 and are responding to more webchats and emails than ever. Supporting more people with self-help online advice With over 60 million views, our online self-help was needed even more this year. Through the BEIS funding, we were able to rapidly reprioritise our online content development work as the pandemic developed. We added new pages of Covid-19 content and quickly responded to other changes in advice content needs, such as advice about furlough, getting benefits and help for those in self-employment. We ran our first ever bi-national recruitment campaign and recruited 500 new volunteers into the service. Early 2020—it was clear Covid-19 was going to have a significant impact on everyday life. We faced a rapidly changing situation and a crisis possibly only comparable in scale to World War II, when Citizens Advice was set up. Our content designers and expert advice team reacted quickly as huge volumes of legal updates were made. They ensured that both those who came to us for help and our advisers could find accurate and the most up-to-date advice on our website. Our data and user research teams worked together to help us track changing public needs and publish new advice content faster than usual. Late February 2020—we published an advice page called ‘Covid-19—what it means for you’. This served as a starting point for people trying to navigate their way through things like whether their children should still go to school, or whether it was safe to go on holiday. March 2020—the problems people faced soon became more serious. For example, people came to our website to find out when they were allowed to leave their homes and how they could put food on the table and pay rent after a sudden loss of 18 Our strategy: The Future of Advice