Equality impact assessment - customer care/access strategy

Please tell us what you think about our website, we welcome your feedback.

Customer notice

Due to essential maintenance some of our web services will be unavailable between these times 7pm Friday 25 May and 5pm Sunday 27 May 2012.

1. What is the name of the policy that is being assessed?

Customer Access to services strategy Customer Access to Services Strategy: 1 April 2009 to 2012 264kb

2. What are the main aims of the strategy?

• to put into place more widespread access to high quality, low cost, customer-focused local services;
• to carry out theme or life event-based services at the First Point of Contact across all the services the council offers;
• to move to a service strategy which is positive, focuses on prevention and deals with the root causes of the demand on council services; and
• to move to co-delivery of services within local communities, make use of their diversity and resources, and build social capital.

3. Are there any aspects of the strategy, including how it is delivered, or accessed, that could contribute to inequality?

The strategy basically aims to make sure of, and positively promote, equality and fairness in all our services for all our communities. There is no adverse impact in the strategy’s aims relating to equality; the only adverse impact would be the failure to carry out the strategy.

4. Who benefits from the strategy?

• all existing and potential council tax payers and council customers;
• all internal staff as it will improve our overall performance; and
• other agencies who provide relevant and accessible information regarding access to the council’s services.

5. What data, research and other evidence was used to write the Equality Impact Assessment (EIA)?

Customer demand data

Customer demand data was used to understand the purpose of the service as defined by the customer and then used to lead the design of service appropriately.

Customer feedback (including complaints), social analysis, customer surveys

Customer feedback was used to provide qualitative and quantitative information on what customers want from services and then used to help develop service performance measures to help us understand and improve the business of providing access.

Customer population / demographics, use of council services

Customer population information has been used to understand how we can reduce disadvantages.

Good practice data

Good practice data from leading and comparable organisations was used to help define the EIA.

6. What practical changes will help reduce any adverse impact on particular groups?

• changes in communication methods;
• providing language support;
• collecting data; and
• revising programmes or activities that customers can participate in.

7. Does the policy will meet the council’s responsibilities in relation to equality and human rights?

The strategy will further develop the method, quality and style in which provisions for access to services are provided which will:

• strengthen fairness and equality of access by existing / potential customers;
• empower community groups;
• empower individuals;
• strengthen our flexibility in meeting needs of customers;
• improve our performance in delivering equality and diversity outcomes; and
• develop more citizen focussed services.

8. How will the recommendations of this assessment be built into wider planning and review processes?

• customer insight demand and feedback information will be assessed on a monthly basis;
• the Customer Access to services strategy Customer Access to Services Strategy 264kb will be taken out to diverse community groups and communities; and
• there are further planned consultative / involvement processes.

9. How will you monitor the impact and effectiveness of the new strategy?

Any direct / indirect impact resulting from the carrying out of the strategy will be assessed through:

• quantitative data analysis;
• qualitative data analysis; and
• assessment of outcomes under relevant performance measures and comparative data.

EIA action plan
Involvement and consultation	As a result of EIA we will strengthen and develop our engagement and consultation plan for our diverse communities as part of our Customer Insight Research programme
Data collection and evidence	No actions identified as the result of EIA.
Assessment and analysis	No actions identified as the result of EIA.
Procurement and partnerships	No actions identified as the result of EIA.
Monitoring, evaluating and reviewing	No actions identified as the result of EIA.
Provisional EIA review date	June 2012

Information provided by the Wiltshire Council Head of Customer Access in July 2008.

Last updated: 7 June 2011