www.wiltshire.gov.uk
Equality Impact Assessment - Library Information Services
1. What is the name of the policy or service that is being assessed?
Library Information Services (including contactpoints)
2. What are the aims of the policy or service? Whose needs is it designed to meet? What are the current priorities?
The aim of the service is to provide a comprehensive free information service to all community members in person or by phone, email or online services. Current priorities are
- To promote digital citizenship, developing a 24/7 virtual library and information service, contributing to the delivery of the e-government agenda for Wiltshire
- To promote community and civic values by supporting the modernisation programme of WCC to deliver customer responsive services locally through face to face contactpoints in libraries
3. In what ways might this policy or service affect some groups of people differently? Might some groups find it harder to access the service? Do some groups have particular needs that are not well met by the current policy or service?
Customers can be helped with information on matters relating to equality diversity and disability. Contactpoints offer advice and support to customers on local council services face to face, via the phone and by email.
Racial/ Ethnic groups The service attracts a wide range of customers some of whom may not have English as a first language and who may not be familiar with how council services work
Disability The service also attracts people who may have communication problems because of disability or learning difficulties
Sexual orientation / religious belief. The service is strictly neutral and provides information on matters relating to sexual orientation and religious beliefs.
Age. It is recognised that some elderly people may prefer a face to face information service to online or telephone information services. Contactpoint / information point services in libraries have been developed to meet this need.
Gender. We have no evidence to suggest that gender impacts on access to information services
4. What evidence do you have for your judgement? Is there evidence of public concern (e.g. complaints)? Have staff raised concerns? Is there local or national research to suggest that there could be a problem?
This assessment is based on perception evidence of how the policy works in practice. Complaints are monitored in accordance with the WCC complaints procedure and there is no evidence of public concern. Apart from the language issue mentioned below, staff have not raised any concerns.
Racial/ Ethnic Groups. Staff have raised concerns about the need to provide a service response to increasing numbers of people with poor English language trying to access services.
5. Who have you consulted with as part of your assessment? What were the results? Have you published the results of that consultation? If so, where?
This assessment is based on known facts, professional knowledge, previous surveys (e.g. CIPFA PLUS 2003) and user surveys carried out at the Salisbury contactpoint. The results of the CIPFA Plus survey were made available in local libraries
6. If you have found that the policy or service might have an adverse impact on a particular group of people, can you justify this
N/A
7. If the impact cannot be justified, what do you intend to do about this? Are there changes that you could introduce which would make the policy or service work better for this group of people? Is further research or consultation required?
Further research and consultation are required in the following areas
- Racial / Ethnic groups. We need to consult with representatives from ethnic groups in Wiltshire to identify how the service can best meet their needs and how we can reduce language / cultural barriers to information services. We also need to identify how to effectively market our services to these groups.
- Disability. We need to explore how disability and learning difficulties impact upon access to information services and, through working with individuals and organisations, develop strategies to overcome difficulties identified.
- Gender/Age. We need to carry out research on the up take of information services by age and gender.
8. How will you monitor the take-up or impact of the policy or service in future?
- Data from the library management system and the CRM database
- User and non users surveys
- Other consultation e.g. focus groups with specific user groups
9. What actions do you plan to take as a result of this equality impact assessment? Please state any resource implications.
- To create a smart action plan to carry out and analyse the results of the consultation / data collection identified in point 7 of the assessment
- To carry out information skills training with all frontline staff by March 2007 increasing staff awareness of diversity issues
- To roll out the CRM system to all services points by March 2007, thereby improving face to face access to council services for local communities
10. There is a legal requirement to publish the outcomes of Equality Impact Assessments. Please outline how / where this will happen.
WCC website.
11. Name of person completing form
Head of Customer Services
Date assessment completed:
12/10/06
12. Senior manager approval
Assistant Director Libraries & Heritage
Date
13/10/06
Contact Details
By Post
Equality & Diversity Team
Development Services
Wiltshire County Council
County Hall
Bythesea Road
Trowbridge
Wiltshire
BA14 8JN
By Email
By Telephone
01225 713510
By Hand
County Hall, Trowbridge
Opening Hours
Monday to Friday 9am - 5pm
