Customer Communications Toolkit for Services to the Public – A Universal Design Approach

The Customer Communications Toolkit for Services to the Public — A Universal Design Approach 2023 provides guidance to inform the design and procurement of customer communications. The Toolkit is based on a Universal Design Approach, which aims to create an environment that can be accessed, understood and used to the greatest extent possible by all people, regardless of their age, size, ability or disability.

The Toolkit is periodically updated for continuous improvement by the CEUD Product and Services team and the Public Service Transformation Delivery team in the Department of Public Expenditure NDP Delivery and Reform. The Toolkit was launched on the 28th March 2023 at the Spring Quality Customer Service Network (QCSN) event. The video of the launch event can be viewed at: Customer Communications Toolkit Launch.

The launch video includes an opening speech from Minister Ossian Smyth, Dr. Aideen Hartney (Director, NDA) followed by an overview of the main updates to the Toolkit by James Hubbard (Senior Design Advisor, CEUD). Colleen Dube (CEO, NALA) is also featured discussing why and how you should develop a Literacy Friendly Public Service and Dr. Donal Fitzpatrick (Senior ICT Advisor, CEUD) spoke about how applying Universal Design to communications can improve the lived experience for customers.

This Toolkit is for organisations who provide services to the public and can be used for planning communications, training staff, informing suppliers and procuring communication products and services. It provides design guidance on written, spoken and signed and digital communication.

The Toolkit was updated to reflect feedback received from users and changes in legislation and terminology. The public expects to receive the best possible customer experience when they contact the Public Service, no matter what form that communication takes and by using the Toolkit services can:

• make information and communications accessible to everyone
• improve trust in their organisation
• reduce miscommunications and misunderstandings
• reduce repeat requests for information
• improve customer satisfaction
• save time and money