The great big workplace adjustments survey: now open!

By Angela Matthews, Head of Policy and Advice

Reasonable adjustments. Workplace Adjustments. Workplace support. Supporting you at work. Working in a different way. Being you.

All are terms commonly used by organisations to describe how they remove barriers for employees at work. The language is important. The process behind the language is even more important. But getting experience of both right is crucial.

It’s crucial for a number of reasons. At legal compliance level, employers have a duty to make reasonable adjustments where they know or could reasonably be expected to know that an employee has a disability or long-term condition. At good practice level, employers want to ensure all employees can work in a different way whether or not the employee says they have a disability or condition. At leading practice level, workplace campaigns and communications focus on how enabling employees to work in different ways is integral to workplace diversity and allowing people to simply ‘be themselves’.

Male colleagues discussing using a tablet

Here at Business Disability Forum, our advisers advise people managers and departmental leaders every day on adjustments policies and related employee caseloads. Many of our consultants are commissioned to work with businesses on improving their adjustments processes; and almost all of our policy work comes back to how Government, employers, and public life in general removes barriers for individuals. Get a service provider’s or employer’s workplace adjustments processes robustly designed and defined in a way that suits who the business are, how they work, and what they need, and that organisation is well on its way to delivering an inclusive pan-diversity employee experience that meets the needs of every single employee, whatever they are going through in their lives, and at whatever stage in their career.

Yet, anyone keeping an eye on HR press or employment case law can see the adjustments processes employers have and continue to invest in are continuing to fail them and cost them greatly – both financially and reputationally.

And so we want to find out what works, what doesn’t, what managers love, and what employees loathe. This is why we have released The Great Big Workplace Adjustments Survey which will grasp a picture of how both employees and managers across the UK feel about adjustments, how they are discussed in the workplace, how effective they are, and how far everyone who needs adjustments actually have them in place.

Whether you are an employee, a manager, or someone else managing people and processes in your organisation, we are asking you to share your experiences of requesting and getting adjustments, or arranging and providing them for the people you manage.

You can complete the survey here.

Please share it with your colleagues, managers, and employee networks. The survey closes on Monday 8 April 2019 at 8am. Please do get in touch if you would like to complete the survey in a different way (email: policy@businessdisabilityforum.org.uk).

We’re looking forward to hearing what adjustments in an ever changing workforce are helping and hindering you, your managers, and your leaders to do and to be.

We’re open for inclusion

By Christine Hemphill, Open Inclusion

Retail banks have been providing enormous convenience to customers by developing their mobile personal banking functionality which is increasingly available in our pockets. As uptake by customers grows, a recent event at the Financial Conduct Authority (FCA) on 15 January 2019 considered who may be being left behind by this wave of new digital applications. Are these apps providing fair and equitable access and experience to all users, including those with sensory, physical or cognitive differences and impairments?

In front of a packed room of financial service providers, digital product designers and regulators, Business Disability Forum brought together a great range of speakers providing fresh new insights into retail banking digital inclusion. The morning saw Open Inclusion present some of the key findings of its Mobile Banking Inclusion Report conducted last year. The report assessed and compared the inclusiveness of 10 UK banks’ iOS and Android apps.

The session was kicked off with Shelley Cross from the FCA who outlined the importance that the regulator places on inclusion of all customers, especially those with vulnerabilities to receiving poorer services or exclusion, including those with lived experience of disability.

Steve Tyler of Leonard Cheshire talking about inclusive innovation in digital banking - past, present and future

Steve Tyler from Leonard Cheshire

Steve Tyler from Leonard Cheshire provided an enlightening talk on the power of technology and inclusive design in retail banking in the past, present and future. He motivated organisations to look to inclusive design to better understand and leverage emerging technologies. Not only will the 20% of customers with permanent specific access needs benefit, but in consideration of more extreme customer needs, organisations will likely generate insights that make for far more innovative, cost effective and durable products benefiting 100% of customers.

Business Disability Forum’s Diane Lightfoot outlined some paths that banks could take to practically improve the customer experience of their digital products and benefit from the value of the £265 billion purple pound market segment. This included gathering regular insight from their customers who have disabilities and embedding the skills, capabilities and internal governance needed to ensure that every product iteration maintains or extends inclusive design, accessibility and usability by the broadest audience.

Christine Hemphill of Open Inclusion introduced research that they conducted in 2018. None of them were fully inclusive to users with common access needs. The research found significant differences in inclusion across the apps of the 10 different brands tested. Sometimes there were also significant differences between the iOS and Android version of the same brand’s apps.

The leading brands, led by Lloyds Bank, got results in the high 80s. A score of 100 would mean that core online banking journeys were all inclusive to most user groups. The lowest came in at a very poor 50 showing half of the functionality tested was not accessible to one of more significant user group. The average of all apps was 77.

 

Christine Hemphill speaking in front of a slide that reads "Difference is all we have in common" and an image of a person dancing The slide headline reads "We are all different - normal is a flawed concept. Some differences are visible. Most are hidden". In the foreground are the attendees at the event

Christine Hemphill from Open Inclusion

 

This research clearly shows that there is still a very long way to go to ensure that the needs of users with physical, sensory or cognitive impairments are supported by current retail banking mobile offerings.

A survey with consumers with access needs was also conducted as part of Open Inclusion’s research. It identified what disabled and older customers appreciate and what they are currently unsatisfied with in relation to mobile banking. In it, 44% of customers with access needs covering all the major impairment categories and all major assistive and adaptive technology categories, noted that they would like their mobile banking app to be more accessible to them. More than 50% of respondents also wanted their provider to make it easier to do simple updates such as to personal information on the app and to find help / contact information when required.

The expert review and authentic usability testing assessed in a comparative way, the post-authentication functionality (what you can do after you have signed in) of the iOS and Android versions of the 10 brands. Open utilised their digital maturity model for assessment of the apps across 5 key competency areas:

A slide that has the 5 capabilities listed each with an associated icon 1. Interactions 2. Visual design and media 3.Personalisation and assistive technology support 4.User assistance 5.Simplicity

Capabilities

  1. Interactions
  2. Visual design and media
  3. Personalisation and assistive technology support
  4. User assistance
  5. Simplicity

Business Disability Forum is proud to note that Open Inclusion is an expert partner of Business Disability Forum for market and user research and insight. This means that members can be confident that should they wish to engage them for inclusive research, customer insight, design and innovation services that they will get excellent quality work at the best prices on offer. Open provide a 15% discount on all inclusion services to all Business Disability Forum partners and members.

 

Join the Valuable 500 and make 2019 the year of the inclusion revolution

By Diane Lightfoot, Business Disability Forum

“This is the inclusion revolution, right here and right now.” Challenging words spoken by the amazing Dr Caroline Casey, founder of #Valuable, at Business Disability Forum’s Scottish Conference, back in December.

Dr Caroline Casey on stage

Dr Caroline Casey CEO, Binc

If you have been working in the disability space for any length of time, it can be easy to become despondent, and wonder if the change that we have all been calling for and working towards for so many years will ever happen. The global disability employment gap is wider now than it was in 2010, for example. And too many big businesses which talk the language of diversity, fail to include disability.

This makes no sense when you consider that disability is the one characteristic which can and does – and will – affect us all. And yet it is too often the Cinderella of the diversity world.

But last week something amazing did happen. For the first time ever, disability inclusion took centre stage at the most influential global event in the world.

The World Economic Forum four-day annual conference in Davos brings together leading figures from business and politics to discuss issues of global importance. Usual topics on the agenda include security and the economy, and, more recently, the environment and the gender pay gap, but never the value of the 1.3 billion people living in the world with a disability. Until now.

Thanks to the incredible and visionary leadership of Dr Caroline Casey, for the first time in the Forum’s history, disability was a main stage event. It is hard to overstate what a big deal that is. The buzz started towards the beginning of the week and by the time Caroline took to the main stage on Thursday, joined by CEOs and global business leaders, including former CEO of Unilever, Paul Polman, it felt as though something was really happening.

They highlighted the actions that global organisations can take to become “the tipping-point for change” and to “unlock the business, social and economic value of people living with disabilities across the world”.

I am proud to say that Business Disability Forum Partners and Members, Unilever, Microsoft, Barclays, Fujitsu and Accenture, were among the first businesses to sign up to become part of the Valuable 500 – a growing cohort of businesses who are committed to putting disability on the agenda at the highest global level.

Valuable log - black stripe and an orange heartThe Valuable 500 is calling on global organisations to commit to putting disability on their board agendas in 2019, with recent research by Business Disability Forum Partner, EY, showing that over half of global senior executives, rarely or never discuss disability on leadership agendas.


I said earlier in this blog that too often disability is the Cinderella of the diversity world. And a brilliant new film created by AMV, DIVERSISH, launched at the conference in Davos, makes this point brilliantly. It shows that many businesses may call themselves diverse yet overlook disability in their definition of diversity. They are as the film says, diversish. You can see the film here:

So what now? How can we ensure that the historic events of Davos turn into the longer-term inclusion revolution we have all hoped for?

As an expert partner of the Valuable 500, Business Disability Forum will be among organisations ready to provide practical resources and advice on how they can bring about meaningful, top-down and embedded change within their organisations, during 2019 and beyond. It’s an opportunity and challenge which we relish.

But this change can only happen if more global businesses follow the example set by Unilever, Microsoft, Barclays, Fujitsu and Accenture, and sign up to the Valuable 500 pledge.

As Sir Richard Branson says, “Stand up as allies for change. Consider how you can improve your disability performance and commit to unlocking the value of over 1.3 billion disabled people and families across the world.”

You can find out more and apply to be a Valuable 500 business at thevaluable500.com.

Let’s make sure that this is only the start of the inclusion revolution that we and so many others in this space have been seeking for so long.

Welcome to 2019!

By Diane Lightfoot, Business Disability Forum

Happy New Year! I hope this finds you well and rested from the festive break.

I wanted to kick off the year with a round-up of what we’ve been up to – with your support – in the past year, and to let you know what’s coming up in 2019.

A photo of Diane Lightfoot in front of a window

Diane Lightfoot

2018 was a year of some great events: we began with our President’s Group Reception in February, hosted by our Member the Foreign and Commonwealth Office in their wonderful Locarno Suite, and supported by our brand new Partner, Sopra Steria Recruitment. Hot on its heels came our Annual Conference ‘Disability in the Modern Workplace’, supported by our Partner HSBC where we debated everything from career development to the future of work and the role of technology within it, swiftly followed by our Film Festival, supported by our Founder Leader Barclays and once again hosted by our Partner KPMG where we saw some amazing films on our theme of Going Places.

A picture of a director's chair

Our annual Film Festival, hosted by KPMG and sponsored by Barclays

Even hotter on its heels (literally; it was the hottest day of the year though that is hard to imagine on a cold grey January day!) came our summer Partner Reception, hosted by our Partner RBS, and themed around our “Identity” campaign. Our guests really enjoyed the breath-taking indoor garden and the opportunity to explore the theme of identity with our resident silhouette artist!

An indoor tree with people around it at the Partner Group Reception
Partner Group Reception

Then, in the autumn weeks, we returned to the fabulous Locarno Suite at the FCO for our Disability Smart Awards, supported by our Founder Leader, Barclays, and co-hosted by Paralympian and celebrity MasterChef finalist Stef Reid. I am also delighted to announce that Barclays will also be sponsoring the 2019 Awards so watch this space for more information on the Awards to enter this year and the opening date for entries.

Locarno Suite, an audience faces Paulette Cohen from Barclays

Disability Smart Awards 2018 at Foreign & Commonwealth Office

We finished the year by returning to RBS – this time in Scotland – in December for our Annual Scottish Conference, on the theme of Identity. Our packed programme included the Minister for Business, Fair Work and Skills, Jamie Hepburn MSP, Deaf comedian Steve Day – fresh from the Edinburgh Fringe, and the incredible Dr Caroline Casey, founder of the #Valuable campaign, which we are delighted to be working with as an Expert Partner by providing practical support and advice to businesses which sign up.

Dr Caroline Casey on stage

Dr Caroline Casey CEO, Binc

Our global activity went up a gear too with the launch of our new Global Taskforce co-chaired by our Partner Shell and the creation of our new Business Disability Framework which we launched at the DfID summit in July together with our Partner PWC and which I presented the new Global framework at the ILO’s annual Global Business Disability Network conference in October.

We engaged in a huge range of policy and influencing work, including not only responding to consultations (8 in 2018 with another 7 already in the pipeline for January) but being specifically invited to contribute to the Work and Pensions Committee’s targeted call for evidence on the Disability Employment Gap and the United Nations Special Rapporteur’s inquiry into poverty and human rights in the UK. We have also engaged with the Work and Health Unit and with the Lord Holmes Review of Public Sector Appointments – in which our submission was quoted nine times! – and will be continuing this work in 2019. As always, our policy positions and insight are shaped by the experiences of our Partners and Members and so our huge thanks for sharing your insights with us to help inform our responses.

Closer to home, we carried out a programme of in-depth interviews with our Members and Partners which has provided some rich and very helpful insights on how we work with you. We will be using this insight to shape and relaunch our offer later this year and I will be writing again shortly with a themed series on your feedback and what we are doing as a result.

So, what’s coming up in 2019?

We kick off the year with the launch of some brand new resources: five new impairment-specific briefings, sponsored by our Partner HSBC and covering (respectively): Asthma, HIV and AIDS, Muscular Skeletal conditions, Bowel conditions and Epilepsy. We will also be launching two other brand new guides: ‘Welcoming Disabled Customers’, sponsored by our Member Merlin, and ‘Making Meetings Matter’.

And a few more meeting/event dates for your diaries:

It’s already shaping up to be a really exciting year and I look forward to working with you all as we join together to create a truly #DisabilitySmartWorld.

Best wishes and happy new year!

Diane

happy new year 2019

 

Are you a small or medium-sized business? Let’s talk!

Small business

We have been considering what a package of support could look like for small and medium sized businesses with under 250 employees (SMEs). Before we go any further we would like to hear from SME businesses themselves about the type of information and support they would value the most from us.

Why is disability important for businesses?

There are over 26 million people in the UK with a disability or long-term condition. They already impact on your business: they are your customers, your employees, your suppliers and your stakeholders.

  • Your customers: The ‘Purple Pound’ is now often referred to as the potential spending power of disabled people. The Department for Work and Pensions (DWP) reports that households with a disabled person have a combined income of £249 billion after housing costs. There is evidence to show people with disabilities are often ‘repeat’ customers when they get the service and products that meets their personalised needs.
  • Your employees: All businesses need to remove barriers to employment and career progression to ensure they are recruiting from the widest pool of talent available. They should also observe best practice in terms of support, retention and progression of all their staff, including those with disabilities and long term conditions.


What do we need from the research?

This is a piece of developmental research and not a sales call. This is an exciting project for Business Disability Forum and any help you can give us in terms of ideas for further development will be greatly appreciated.

Ideally we would like to speak to someone in a senior managerial position in your organisation with responsibility for your employees or general business development for 30 minutes over the phone. Karen Cutts, Research and Insights Manager at Business Disability Forum,  will be undertaking the interviews as tele-depths. We can schedule the interview at a time that suits you.

If you are happy to help us please contact Business Disability Forum directly on the email address below to say you have opted in to the research. We will then select a number of businesses to take part and be in touch to set up a time and give more details.

Telephone Karen Cutts on: 020 7089 2482

Email: policy@businessdisabilityforum.org.uk

All your comments will remain anonymous and you will not be identified in any way in the data or report. The report will be for internal use only at Business Disability Forum and their stakeholders who are helping fund and build this service.

We are hoping that interviews would be completed between now and mid-January.

If you have any immediate questions relating to the project please do not hesitate to contact us using the details above.

Poverty and disability in the UK: the role of the welfare system

 

derelict housing

By Diane Lightfoot, Chief Executive Officer, Business Disability Forum

As the UN Rapporteur on extreme poverty and human rights makes further visits as part of his fact-finding trip to the UK this week, we continue our blog series looking at poverty and how it affects disabled people. Today, we will be looking at the impact of the welfare system.

Business Disability Forum is one of the organisations that was asked to submit evidence to the UN Rapporteur ahead of his visit.

This is what we said about the welfare state and how it affects the life chances of disabled people and in turn the businesses they work for and do business with.

 

The need for an effective welfare system

Over a million disabled people, both in work and out of work, rely on income from the welfare system to help them meet basic living costs. There are several reasons for this.

As we looked at in our first blog in this series, at 51 per cent the employment rate for disabled people in the UK is far below the national average, meaning that disabled people are far more likely to experience poverty and need financial assistance than non-disabled people. In addition, those who are in paid employment may need to work fewer hours due to the nature of their disability or long-term condition, and therefore may need to top-up their income.

Alongside this, there are the additional costs of living with a disability. Research carried out by the Extra Costs Commission in 2015 found that disabled people spend on average £550 per month on disability related costs (such as accessible transport options; specialist or assistive equipment; and having to pay premiums on some types of insurance).[1] A updated report finds that the monthly spend directly related to a disability now stands at an average of £570 per month and, for some, this can reach up to £1,000 per month.[2]

Therefore, the welfare system has a vital role to play in providing financially for disabled people and in reducing poverty.

 

Changes to the system

Although the welfare system is designed to do just that, evidence suggests that the recent changes to the benefits process, particularly over the last five years, have significantly and adversely affected disabled people.

Around 1.6 million disabled people claim the Personal Independence Payment (PIP). PIP replaces the Disability Living Allowance (DLA) and is intended to cover the additional daily living and mobility costs experienced by people with long-term health conditions and disabilities.  A recent inquiry by the Work and Pensions Committee reported that many disabled people found the process of claiming Personal Independence Payments (PIP) to be inaccessible. The inquiry evidenced a huge amount of distrust by claimants and detailed how 290,000 disabled people were refused PIP awards on first application but were later granted them on appeal.[3] In addition, a reported 59 per cent of PIP applicants needed assistance with completing the application form.

The roll-out of the new six-in-one benefit, Universal Credit (UC), has also received much criticism in the news recently. Evidence from both parliamentary select committees and think tanks has suggested that without additional investment and structural change, the new benefit could have a detrimental effect on the incomes of claimants, both now and in the future. Issues include claimants falling into debt due to receiving reduced or delayed payments, through to increased use of foodbanks and claimants falling out of the welfare system as a result of an inaccessible online application processes

Additional funding for UC was announced in the Chancellor’s recent budget statement, but even taking this into account, it is estimated that nearly a million disabled people could be worse off on Universal Credit and by more than £200 a month.[4]

Prior and in addition to the introduction of UC, many disabled people have also experienced a reduction in their Housing Benefit (one of the six benefits making up UC), since 2013, due to the introduction of what has become known as the ‘bedroom tax’. The legislation provides less financial support for housing for people who live in accommodation with ‘unnecessary’ additional bedrooms and has meant that disabled people have seen a decrease of 14-25 per cent in the amount of housing benefit they receive.

 

The impact

 The information that we have presented here suggests that changes intended to improve the welfare system, in recent years, have had done little to reduce the risk of poverty for disabled people, and, in fact, have put them at greater risk.

Since we made our submission, new evidence has come to light from the Work and Pensions Select Committee[5] on the negative effect of benefits sanctions on disabled people looking to either enter into work or to increase their working hours, and this really gets the nub of the problem.

The welfare system should be there to help improve the life chances of disabled people, yet there is far too much evidence to suggest that for many it is simply making life harder.

The knock-on effect for business and the wider economy of an ineffective welfare system is twofold. Firstly, it means that at time when many sectors are experiencing a skills shortage, attracting and recruiting talented disabled candidates becomes even more difficult. Secondly, it reduces the spending power of disabled people as potential customers.

Having a welfare system that works and supports those most in need, is of benefit to everyone. We hope that as the UN Rapporteur prepares to issue his interim report at the end of this week, he will address this important issue.

 

[1] Extra Costs Commission (2015), Driving Down the Extra Costs Disabled People Face.

[2] Touchet, A. and Patel, M. (2018) The Disability Price Tag: Policy Report.

[3] Department for Work and Pensions (2018) Personal Independence Payment Claimant Research – Final Report: Findings from three waves of qualitative and quantitative research exploring claimants’ experiences of the PIP claim process.

[4] Disability Benefits Consortium, Statement on Universal Credit Managed Migration Rules, https://disabilitybenefitsconsortium.wordpress.com/2018/11/05/dbc-statement-on-universal-credit-managed-migration-regulations/ [Accessed 5 November 2018]

[5] Work and Pensions Select Committee (2018) Benefit Sanctions