[INSIGHTS]: ISO 22458 BSI Comparative Standard

External Links:

https://knowledge.bsigroup.com/products/consumer-vulnerability-requirements-and-guidelines-for-the-design-and-delivery-of-inclusive-service?version=tracked&tab=preview

Summary

A PDF file comparing British Standard (BS) 18477:2010 to International Organisation for Standardisation (ISO) 22458, highlighting the importance of identifying and meeting the needs of vulnerable customers. It provides steps that organisations can follow to ensure inclusivity and accessibility at every stage of design and delivery.

[Resource BSI standard shown above]

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Key Points

  • The resource clause in ISO 22458 takes the previous clauses and adds a few additional requirements, tidying up the resource clause which was split into a few areas in BS 18477.
  • The clause on planning for inclusive provision of services is enhanced in terms of structure, but the intention remains the same.
  • The addition of proactively seeking staff feedback is covered in Clause 5.8 of ISO 22458.
  • The clause on policies and procedures in ISO 22458 adds the requirement for the policies that will be developed as a minimum.
  • The clause on taking action to improve outcomes for individuals in ISO 22458 includes understanding risks and needs, understanding the individual’s relationship with the organisation, response options, shared decision making, and directing to specialist information, advice, and support.
  • The clause on customer satisfaction, enquiries, and complaints in ISO 22458 includes performance indicators of customer satisfaction.
  • The clause on compliance, evaluation, and improvement in ISO 22458 includes commitment, responsiveness, proactive approach, foresight, monitoring, review of policies and procedures, and continual improvement.
  • The clause on taking action to improve outcomes for others in ISO 22458 includes identifying areas requiring attention.
  • The clause on training in consumer vulnerability in ISO 22458 includes training records and training programme review.
  • The clause on understanding consumer vulnerability in ISO 22458 includes consumer insight methodology, research and mapping, stakeholder partnerships, and user research.
  • The clause on frontline staff in ISO 22458 includes resources.
  • The clause on determining resources needed in ISO 22458 includes frontline staff and training.
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Key Statistics

  • None mentioned.

Key Take Aways

  • Organisations should ensure inclusivity and accessibility at every stage of design and delivery.
  • ISO 22458 takes the previous clauses and adds a few additional requirements, tidying up the resource clause which was split into a few areas in BS 18477.
  • The clause on policies and procedures in ISO 22458 adds the requirement for the policies that will be developed as a minimum.
  • The clause on taking action to improve outcomes for individuals in ISO 22458 includes understanding risks and needs, understanding the individual’s relationship with the organisation, response options, shared decision making, and directing to specialist information, advice, and support.
  • The clause on customer satisfaction, enquiries, and complaints in ISO 22458 includes performance indicators of customer satisfaction.
  • The clause on compliance, evaluation, and improvement in ISO 22458 includes commitment, responsiveness, proactive approach, foresight, monitoring, review of policies and procedures, and continual improvement.
  • Organisations should proactively seek staff feedback to improve their services.
  • Policies and procedures should be developed as a minimum to ensure inclusivity and accessibility.
  • Organisations should understand the risks and needs of vulnerable customers and provide a fair and flexible response that meets individual needs.
  • Customer satisfaction should be measured using performance indicators.
  • Organisations should be committed, responsive, proactive, and monitor their policies and procedures to ensure continual improvement.
  • Organisations should identify areas requiring attention to improve outcomes for others.
  • Staff should be trained in consumer vulnerability, and training records and programmes should be reviewed.
  • Consumer insight methodology, research and mapping, stakeholder partnerships, and user research should be used to understand consumer vulnerability.
  • Frontline staff and training should be considered when determining resources needed.
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