People engagement and resilience Risks and uncertainties Protecting staff wellbeing during the pandemic, while maintaining the momentum of our culture and staff engagement work programme. Mitigation and management The Covid-19 pandemic saw a continuation of home working for the entire organisation. During this time we continued to adapt and evolve our resources, tools and policies to support staff wellbeing and mental health while working from home. We continued our regular staff engagement surveys and carried out quarterly action planning to address any concerns that were identified. We also continued to develop our new culture, defining a new set of values and developing team charters to bring these to life. Going forward, we are investing in a wellbeing strategy and manager to enable us to keep a strong focus on staff wellbeing in the long term. Service delivery Risks and uncertainties Continuing to meet changing demand as a result of Covid-19 while delivering a quality service that meets client needs. Mitigation and management During 2020 to 2021, we saw demand for our service rapidly evolve as a result of the pandemic and we monitored demand trends in real time to enable us to prioritise the creation of new Covid-19 related content. The pandemic necessitated a shift from face-to-face to telephone advice. While this enabled us to maintain service delivery, it increased the risk that, for some people, our service would become more difficult to access. We therefore created an inclusive access programme to gather insights and test new ways of ensuring our advice is accessible. Moving forward, we will continue to increase our capacity to provide telephone advice, as we know from our research that this is now the public’s channel of choice. At the same time, we will reopen face-to-face advice for those who need it most and will continue to design accessible services on all channels. 52 Risk and internal controls