Publication - Advice and guidance

Principles of Inclusive Communication: An information and self-assessment tool for public authorities

Published: 14 Sep 2011
Part of:
Communities and third sector
ISBN:
978178045345

Information and self-assessment tool for public authorities.

Principles of Inclusive Communication: An information and self-assessment tool for public authorities
Appendix

Appendix

Performance Indicators and Public Service Improvement Framework

Inclusive Communication Indicator PSIF Criterion

Public commitment

1. Senior Management will give a visible and public commitment to deliver services that support inclusive communication.

1c2

There is a commitment from leaders to putting the customer at the heart of service delivery and these leaders actively support and advocate for this.

Data collection on need

2. Service uses of a range of data sources and statistics to show they fully understand the range of communication support needs of the people in their area.

5a1

The service has developed insight about customer groups to better understand their needs and preferences.

Inclusive communication review

3. Percentage of services that have undertaken an inclusive communication review. For example, by using appropriate self-assessment frameworks and/or as part of an Equality Impact Assessment.

6b

The service has a set of indicators, which link to the organisation's outcomes that measure the efficiency and effectiveness of the customer services strategy and processes.

Service development

4. Demonstrate range of people with communication support needs for whom services have been fully adapted or where services are being developed.

5c1

The service evaluates how customers interact with the organisation through access channels and it uses this information to identify possible service improvements.

Staff training

5. Percentage of all staff who have undergone specific training on recognising and responding to a wide range of communication support needs.

7b

The service has a set of indicators, which link to the organisation's outcomes that measure the efficiency and effectiveness of the people strategy and processes.

User involvement (quantitative measure)

6. Percentage of service development and review processes that have included people with diverse communication support needs, reflective of communication support needs of local area.

6b

The service has a set of indicators, which link to the organisation's outcomes that measure the efficiency and effectiveness of the customer services strategy and processes.

User involvement (qualitative measure)

7. Percentage of people with communication support needs who are involved in service development and review processes satisfied with their overall input to process of change.

Service must demonstrate that the method used to capture this feedback is accessible to all respondents.

6a

The service has a set of indicators that measure customers' perceptions, satisfaction levels and impacts.

Matching communication to service users' needs

8. Percentage of people with communication support needs who use services who agree their needs and preferences were responded to sensitively when interacting with the service.

Service must demonstrate that the method used to capture this feedback is accessible to all respondents.

6a

The service has a set of indicators that measure customers' perceptions, satisfaction levels and impacts.

Use of services

9. Percentage of people with communication support needs who access or use services, reflective of local area population.

6b

The service has a set of indicators, which link to the organisation's outcomes that measure the efficiency and effectiveness of the customer services strategy and processes.

Annual improvement

10. Year-on-year results which demonstrate improvement to meet all of the above indicators.

Will be covered as part of the scoring criteria for the indicators above.