How to ensure your services are accessible and engage your end user
The majority of people coming to use buildings or environments are often visiting to use a particular service or engage in a specific activity, such as taking out a book or using computers in a library, exercising in a gym, participating in an arts event, paying for motor tax in public building, attending court, attending school or playing in a park or playground.Far too often, the needs of the user are ignored in the delivery of these essential services. For example some of the barriers faced by people with disabilities when accessing services include:
- Information barriers: One of the major barriers faced by people with disabilities when accessing public services is the lack of accessible information. This is a significant issue across a wide range of public services including education, health and access to justice. An accessible guide to the court services is one way to assist people with disabilities. Another example is contact by phone. More and more people are contacting service providers via the telephone. Therefore it is important to have systems in place to address the needs of people with hearing loss, speech impairments or people with intellectual disabilities.
- Customer services barriers: Very often organisations lack a clear commitment to accessibility. In order to assist people with disabilities, service providers should have a dedicated point of contact and an access policy and action plan to highlight how they are working towards making their services accessible for all.
- Lack of accessible transport: One of the common barriers faced by people with disabilities is access to public transport.
- Attitudinal barriers: A regular complaint made by people with disabilities is the lack of staff awareness when meeting and greeting customers with disabilities. Therefore it is important to provide satisfactory customer services and ensure all staff are welcoming and to ensure a high level of customer services for people with disabilities.
- The physical environment: It is recognised that the physical accessibility of buildings is improving. However far too often access within buildings is restricted due to poor circulation; poor wayfinding and signage, inadequate lighting, lack of visual contrast to assist people with visual impairments and inadequate numbers of hearing enhancement systems to assist people with hearing impairments.
So remember, if you are trying to improve the overall accessibility of your organisation and engage with your customers, ensure you address access to customer services, ensure all your information is accessible to all and ensure your buildings and environs are accessible and easy to use. If you would like further information or assistance, please contact us on 01-4151285 or e-mail [email protected] and we will be delighted to forward additional relevant information.
