Why consult with your end users and customers and key tips for effective consultation
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There are many reasons to consult with your end users and customers including: Identifying the potential barriers they face when accessing your services and buildings; identifying the real needs of the customer; Enabling your organisation to target specific groups to identify their individual needs; Identifying who isn’t using your services and why they aren’t and contacting disabled users and potential users, to bring them into the (consultation) process.
Another reason an organisation may need to consult with customers could be to comply with national legislation (i.e. Section 26 (1a – Integrated Access to Services) of the Disability Act 2005). The National Disability Authority recommend the establishment of an advisory group to oversee a review of the integration and accessibility of services and recognise that input from customers with disabilities can not only help your organisation comply with the Disability Act but also develop creative, innovative customer service policies, practices and procedures as well as improved access to information and the physical environment.
The following are some key points to consider in relation to consultation:
- Be proactive and encourage people with disabilities to participate in the consultation process.
- It is important to identify the “real service users” in your local area (i.e. local day care centre) and knowing who are the “non users” of your service to discover what could encourage them to participate.
- Be clear about the aim of the consultation and be clear that the consultation can be done in different ways and with different groups with the outcomes combined (surveys, interviews, focus groups etc).
- It is important to place the consultation process firmly into all decision making processes so that its outcomes become part of your organisations overall policies and strategic development.
- Ensure consultations are accessible to all. Things to consider include accessible and targeted information about the meeting, access to the venue, assistive technology and assistance on the day, public transport, accessible documentation, start finish times etc.
- Ensure all participants receive feedback about the outcome of their advice. This is a common complaint by people who have participated in the consultation process.
If you would like further information on consulting with your customers including people with disabilities please do not hesitate to contact us on 01-4151285 or [email protected]
