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.
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
An accessible version of the Toolkit is available to read online or to download as a PDF for printing.
