Down to the minute—our unique insight into the nation’s concerns Our data gives us a unique insight into what people are worrying about and the issues they’re facing. While we always use our insight to develop solutions to tackle the problems people face, this took on a renewed importance during the pandemic. As the pandemic developed and the government announced new measures in response, there were few ways to instantly understand how people were reacting—but we were able to provide that insight, almost down to the minute. From redundancy processes to holiday cancellations, people sought advice about a huge range of problems. Often, this gave us early warnings about issues the government urgently needed to fix, whether that was gaps in the furlough scheme or the inadequacy of sick pay provision for people who needed to self-isolate. In this challenging year we achieved change, positively impacting those who come to us for help —both in response to the pandemic and on our on longer-term priorities. Views of Citizens advice webpage ‘Coronavirus — being furloughed if you can’t work’ Sunday 7pm Prime Minister announces steps for easing lockdown Monday 7pm Prime Minister holds press conference Tuesday 12:30pm Chancellor gives update on Job Retention Scheme Tracking concerns about being furloughed in real-time. 38 How we’re influencing change