Recruitment included in channels are mainstream rather accessible than as a stand (including alone diverse profiles) Customer and staff accessibility commitment statement published externally - updates provided on progress regularly published Basic information available about accessible for customers and staff Consultation No Consultation Consultation On-going staff and Mature process planned underway to customer for involvement of consultation Reactive process listen and involvement- staff and in place to deal understand stating needs and customers. with complaints additional needs suggesting and Positive outcomes testing solutions used to drive Consultation with further feedback. external experts & External experts • charities are actively involved in improvements No Information about Personalisation Websites and Active monitoring Personalisation of technology changing settings standards are apps have of of staff or available to implemented personalisation personalisations customer being used to
Recruitment channels are accessible (including diverse profiles) Customer and staff accessibility commitment statement published externally - updates provided on progress regularly published Basic information available about accessible for customers and staff included in mainstream rather than as a stand alone Consultation No consultation Consultation planned Reactive process in place to deal with complaints Consultation underway to listen and understand additional needs On-going staff and customer involvement- stating needs and suggesting and testing solutions Consultation with external experts & charities Mature process for involvement of staff and customers. Positive outcomes used to drive further feedback. • External experts are actively involved in improvements Personalisation of technology No of staff or customer Information about changing settings available to Personalisation standards are implemented Websites and apps have personalisation Active monitoring of personalisations being used to
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