What can we learn from the best?

They talk to disabled people
Every organisation in the top 18 makes sure that all their information including websites is provided in accessible formats. They consult disabled staff on their experience of working in their organisation and take action to ensure disabled people’s views can be identified in customers satisfaction surveys.

They make products and services accessible
Every leading organisation is working to make its products and services accessible by including the needs of disabled people in the design brief and reviewing accessibility regularly.

The top performers are also working towards ensuring that all their providers of outsourced services can demonstrate they are working to the spirit of disability legislation. Each of the top 11 public sector organisations is researching the extent to which disabled people access their services and that they ensure that their practices do not have a less favourable impact on disabled people.

They also work with other public bodies to ensure that every external facing employee is aware of the organisation’s legal obligations.

Top tips

• Consult with your disabled customers and potential customers to ensure that you are meeting their needs and aspirations.
• Take action to ensure that your products and services are accessible.
• Make information accessible to customers.
• Create an environment where customers feel secure to disclose their disability, in the knowledge that information is being used to improve product/service quality.
• Introduce disability monitoring to mainstream feedback systems e.g. customer surveys.

Image: The new British Library Centre for Conservation; opening doors for disabled people