Today’s Hot Topic - Inclusive Support Provision
The main topic covered in this workshop was in relation to NGN’s Inclusivity & Vulnerability Impact Assessment (IVIA) Tool, which is in development. Kate Lovelock explained what the tool is and steps to be considered as part of an inclusivity assessment process.
What is it?
- A checklist to ensure consideration is given to all our vulnerable customers in the development of a new activity such as a project, policy, event or strategy
- It helps organisations ensure that their decision-making processes are fair and do not present barriers to participation or disadvantage any vulnerable groups from being included
- Where some vulnerable customers cannot be included, we must endeavour to ensure alternatives are considered or explain why it is not possible
The following steps should be considered as part of the IVIA process:
It’s something we all do, most of the time without thinking about it. This formalises that process.
To put it into its most basic form, planning a birthday party for a friend or relative requires a number of elements to be considered:
- The venue - where is it in relation to where people live? Are there lots of stairs? Is there a lift?
- How might people get there? Car, bus, metro, walk
- The food - what dietary requirements might people have? Vegan, vegetarian, intolerances, allergies
- The activities - can everyone join in? If no, can we adapt some activities so everyone can join in?
A case study from NatWest was shared, to provide an example of an inclusivity assessment.
NatWest launched “Banking My Way” – a service enabling customers to explain how they want to be served (branch, online, translator, quiet space) if they need extra support. The bank took the actions as detailed below to address inclusivity
Customer Vulnerability Impact Assessment:
- Considered who might be impacted (vulnerable customers) and used data and human insight to map risk
- Built in tailored mitigation (special services, alternate channels)
- Proactive: not just reactive “we’ll help if asked” but “we’ll identify early, adjust the design”
- Rooted in regulatory expectation (for financial firms) and aligned to inclusion & wellbeing
The final part of the workshop was the engagement section, and the aim was to gather insights from stakeholders around a number of scenarios presented around inclusive support provision.
Three groups of stakeholders were each provided with a project / event where they were required to discuss what would need to be considered to ensure inclusivity. Each group presented their feedback to the wider stakeholder group.
Breakout session 1 – discussion
NGN has been approached by a partner with a proposal to deliver a face-to-face advice project for local people aged 65+ to support income maximisation and benefits claims. They have premises within a church hall, over two floors, that can be utilised free of charge, year-round, at certain times of the day.
What would you need to consider to ensure inclusivity?
Breakout session 2 – discussion
NGN has been approached by a partner with a proposal to deliver a face-to-face advice project for local people aged 65+ to support income maximisation and benefits claims. They have premises within a church hall, over two floors, that can be utilised free of charge, year-round, at certain times of the day.
What would you need to consider to ensure inclusivity?
Breakout session 3 – discussion
NGN has been approached by a partner with a proposal to deliver an online based service available for NGN customers. The service will provide information regarding lower carbon home heating options, such as heat pumps and solar panels. The website will also contain links to funding opportunities and grant applications.
