Equality Impact Assessment - Cashiers Front Desk Service

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• Equality Impact Assessment - Cashiers Front Desk Service

Function being assessed:

Closure of the cashiers front desk service – due 2 May 2008

Is this a new function or a review of an existing function?

Review of an existing function

What are the aims/purpose of the function?

To close the front desk inorder to save costs.

Is the function designed to meet specific needs such as the needs of minority ethnic groups, older people, disabled people etc?

No

What information has been gathered on this function? (Indicate the type of information gathered e.g. statistics, consultation, other monitoring information)? Attach a summary or refer to where the evidence can be found.

Customer survey was undertaken during 2007.

Does your analysis of the information show different outcomes for different groups (higher or lower uptake/failure to access/receive a poorer or inferior service)? If yes, indicate which groups and which aspects of the policy or function contribute to inequality?

The elderly were identified as one of the key user groups- mainly because they had always paid by cash or cheque over the counter rather than use the electronic methods of direct debit, telephone, web payments etc.

Are these differences justified (e.g. are there legislative or other constraints)? If they are, explain in what way.

These differences were understood but not justified.

What action needs to be taken as a result of this Equality Impact Assessment to address any detrimental impacts or meet previously unidentified need? Include here any reasonable adjustments for access by disabled people. Include dates by which action will be taken. Attach an action plan if necessary.

In order to ensure customers had an over the counter cash facility a contract was agreed with Payzone and the Post Office so that all residents could pay cash over the counter in an outlet within their community.

When will you evaluate the impact of action taken? Give review dates.

Substantial amount of publicity will be undertaken to ensure all customers are aware of the changes and the new payment provisions.

A review of the closure will be measured by

• Customer complaints and feedback between May and July 2008
• Collection rates from May onwards

Assessment completed by:

Name: Mary Tam

Service: Revenue and Benefit Service

Date: March 2008