On the 21st January 2015 we brought you news of Disability Alliance members winning at the inaugural Disability Smart awards in December 2014. Lloyds Banking Group was one of those alliance members, scooping the top prize in four categories at the awards. The awards, organised by the Business Disability Forum, recognise and acknowledge exceptional performance within the field of disabilities. We got in touch to ask them how they did it and if they could share some of their learning. They were pleased to share what they are doing differently, along with some tips on how this works.
The awards won by Lloyds Banking Group primarily recognised the work being done to retain and support its employees with disabilities, with two awards being won for initiatives supporting colleagues.
The Group’s internal network for disabled employees was recognised in the retention category. “The Access network was created over ten years ago as an internal forum to support colleagues with disability” says John Turner, Chair of the Access Network. “Since this point the network has gone from strength to strength.” It is one of the largest networks in the organisation with over 2500 members. The network offers a wide range of services and support including:
- development sessions and teleconferences for disabled colleagues
- a quarterly newsletter
- a disability mentoring scheme
John says “the network provides a voice to our disabled colleagues and a safe environment for the discussion of disability issues. In this respect the network has played an important role in improving the engagement of our colleagues.”
The Group’s approach to workplace adjustments was also rewarded. Lloyds Banking Group is known as one of the first organisations in the UK to have a centralised, systematic and robust approach to the workplace adjustment process that has resulted in significant cost and efficiency savings. More information on the Group’s best practice on adjustments has been made available as a case study in conjunction with the Business Disability Forum.
The final two categories awarded to Lloyds Banking Group were for the Group’s provision to disabled customers. The Group won the category of disability consideration in product development through the Customer Side of Change (CSoC) Toolkit, which is a framework that ensures that we have a defined methodology that puts the customer at the heart of everything we do; it helps project teams to understand what the desired outcome for the customer is and how it will be achieved.
The British Sign Language video service we offer for Deaf customers to contact Telephone Banking via our website, saw the Group scoop our fourth award. Lloyds Banking Group was one of the first organisations to offer a sign language service which is accessed through its internet banking sites. Trudie Hills, Customer Disability Manager said “Our deaf and hard of hearing customers told us they were struggling to use our services, so we knew we had to make improvements. The solution was relatively simple but it has been very effective. BSL users can now communicate with us through the use of a BSL language interpreter provided by SignVideo”.
David Oldfield, Executive Sponsor for Disability and Group Director, Operations said:
“We are delighted to have won four Disability Smart Awards for our work with disabled colleagues and customers. Last year, we set out our ‘Helping Britain Prosper Plan’ to address issues faced by our customers and colleagues. We pledged in this to consistently increase the engagement levels of disabled colleagues in all roles and are thrilled this work is already being recognized and rewarded.”
Lloyds Banking Group