2.2 Service Delivery
Regularly review how you deliver your service to ensure both accessibility and the effective use of resources.
Traditional office-based information and advice is still a key means of delivering services. However, you should examine your methods of delivery to ensure that these meet current and potential service users’ needs.
The areas that need to be considered include the following:
- telephone/textphone helplines,
- email, fax and SMS enquiries,
- the internet,
- home visits,
- outreach premises.
All of these methods of delivery can improve access for groups of disabled people. However, such services need clear guidelines.
As a minimum, you must consider the following:
- how to publicise the service effectively,
- how to ensure the safety and confidentiality of service users,
- how to ensure the safety of staff (particularly with regard to services away from the office base).
The development of the ‘right mix’ of methods of delivery will be improved by direct consultation with your current and potential service users. You could also exchange ideas and experiences with other service providers.
Go to the next page: Standard Two - Developing Your Service to Ensure Accessibility
(c) Scottish Accessible Information Forum, 2007
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