Designing the Social Security Charter: report on the first stage of work

This report outlines approach and findings from the first stage of work undertaken with clients and stakeholder organisations to design the new social security charter.

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Annex C

This annex sets out what accessibility means to the core group. The relevant features from the list will be amalgamated with the design 'checklist' that stakeholders developed in their first workshop. Those relevant to the content of the charter will be considered again by the core group.

  • For all
  • No barriers
  • No brown envelopes
  • No threatening communications
  • Flexible (choice of) communication methods
  • Flexible ways to complete forms
  • Short forms
  • No assumptions
  • Not just an accessible office but accessible transport to offices
  • Consider the cost of transport to offices
  • Ability to get/collect cash
  • Flexible (choice of) appointment times (because of difficulties with timing of medications, time to get ready)
  • Flexible (choice of) deadlines for getting back to the agency (because of varying health, frequent hospitalisation, need for information to be collected from someone else, If need for advice (waiting list)
  • Easy, simple, helpful, plain English.
  • No uncertainty.
  • No judgement on their physical/mental/education
  • Listen to clients
  • System communicates with itself, (specifically mentioned was the communication between the agency and DWP)
  • Accessible 'how to' guides (a couple of paragraphs for each benefit, plain English, short, concise)


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