Access for all - The importance of inclusive s.DOCVIP

Access for all The importance of inclusive services Contents Page 2 Executive summary Page 3 Section 1 – Introduction Page 5 Section 2 – The case for inclusive access The moral case The legal case The business case Page 14 Section 3 – Identifying vulnerability and ensuring inclusive services BSI Standard 18477: Fair, flexible services for all Behavioural triggers Page 21 Section 4 – Good practice Choice of access method for service users and customers A preventative approach Proactive approach to identifying vulnerability Appropriate support targeted to the user’s needs An enabling approach to service users and customers Willingness to help resolve problems Accurate recording of personal information, establishing follow-up procedures and early investigation of non-compliance Respect for and trust in intermediaries/advocates Appropriate data-sharing to improve customer service Engaging one agency to coordinate access for very vulnerable people Page 29 Section 5 – Conclusion and recommendations Executive summary The internet revolution means that products and services are increasingly offered to, and used by, the public online. Yet there are seven million UK households without internet access, and there will always be people who need to access goods and services through other channels – particularly face-to-face support. There are sound moral, legal and business reasons why providers should make sure that their services and products are equally available to all users and potential users. Morally, a civilised society should ensure that no one is disadvantaged by barriers which prevent them from accessing services available to the general public. Legally, the Equality Act 2010, and the Consumer Protection from Unfair Trading Regulations 2008 (CPRs) require certain duties from providers, who are breaking the law if they do not comply. In business terms, inclusive provision increases the potential market for goods and services, improves cu