income. Then came the concept of self-isolating and being furloughed—phrases that have since become part of our everyday vocabulary. Since the outbreak of the pandemic, we’ve published 21 new online webpages of content for our advisers and the public. We’ve added more than 330 sections including Covid-19 advice into existing advice content. We’ve also made 216 changes to the adviser page ‘Covid-19—help for clients’ in the first 6 months of this financial year alone. In total, our Covid-19 advice content had 6 million page views from April 2020 to March 2021. All our content design has incorporated feedback from the public and advisers to ensure our advice is relevant and easy to use and understand. The high volume of traffic to our website has also been invaluable in helping us identify how needs and concerns have changed over time, enabling us to track—often in real time—the problems people are facing. Read our blog to see how our data revealed the nations concerns in real time. In total, our Covid-19 advice content had 6 million page views from April 2020 to March 2021. Our innovation community has improved the accessibility of our advice We ran a short project to help us understand more about the barriers to our clients accessing advice during the pandemic. We wanted to understand who had been most affected by the pandemic and the move to delivering advice remotely. We identified significant barriers to access for some of our clients coming to us for help. For example, during lockdown we experienced a 67% decrease in clients who are Deaf BSL or hearing impaired and since the start of the pandemic an almost 50% decrease in clients with mental health problems. This year, with our local Citizens Advice innovation community, we focused on finding new ways to continue to provide a quality, accessible service for those who need us most and are most affected by the closure of face-to-face services. We expanded our innovation community to 34 local offices working together to improve the accessibility of our remote advice so we can continue to help everyone find their way forward. 19 Our strategy: The Future of Advice