Through our testing and experiments, we: identified scalable solutions, including: video advice services in Citizens Advice Carmarthenshire and Manchester practical steps to improve access to remote services for Deaf BSL or hearing impaired clients enhanced training and best practice guides for advisers on how to deal with clients with mental health conditions tested and rolled out improvements to our website, increasing visibility of our RelayUK service and provided a manual for local Citizens Advice to improve access locally tested a new pilot BSL interpretation tool to go live within the Help to Claim service and a toolkit to increase advisers’ confidence in speaking to clients about their mental health. And we’re trialling video booths and other ways of accessing advice remotely explored other opportunities such as working with partner organisations and community groups, developing digital tools and improving services in rural areas Building an inclusive culture We want to be a great place to work for our volunteers and staff and that’s why culture is a core part of our strategic framework. 2020 to 2021 was a big year for our culture work at Citizens Advice as we engaged hundreds of colleagues to support our vision of being an inclusive, purpose-driven workplace that listens, is open and honest, accessible and helps everyone be the very best they can be. Throughout the year, we: co-created and launched our new cultural values: purpose-driven, people-focused, collaborative and transparent ran workshops with teams across the national organisation to bring meaning to the new values in their everyday roles and released our new Leadership in Action Framework, bringing clarity to what is expected of leaders at Citizens Advice launched our new personal development review process added values-based questions to our quarterly staff engagement survey to begin measuring progress set up our first staff-led Wellbeing Action Group launched our bespoke webinar series to support managers and staff wellbeing through lockdown launched our series of quarterly online ‘Big Get Together’ events to keep colleagues connected and engaged through lockdown and beyond We’ll continue to work with teams to ensure our new values are reflected in ways of working across the organisation and that EDI runs through everything we do. Equity, Diversity and Inclusion (EDI) In our Future of Advice strategic framework, we set out an EDI goal for each of our 5 strategic areas. These were developed to ensure our services are accessible, particularly for those at greater risk of discrimination, disadvantage, detriment or harm, and that we create an inclusive working environment service-wide. 20 Our strategy: The Future of Advice