BS ISO 22458:2022 – TC
$123.31
Tracked Change. Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service
| Published By | Publication Date | Number of Pages |
| BSI | 2022 | 118 |
PDF Catalog
| PDF Pages | PDF Title |
|---|---|
| 1 | compares BS ISO 22458:2022 |
| 2 | TRACKED CHANGES Text example 1 — indicates added text (in green) |
| 3 | National foreword Contractual and legal considerations Compliance with a British Standard cannot confer immunity from legal obligations. Amendments/corrigenda issued since publication |
| 4 | Consumer vulnerability — Requirements and guidelines for the design and delivery of inclusive service |
| 5 | COPYRIGHT PROTECTED DOCUMENT |
| 8 | Foreword Publishing information Information about this document Presentational conventions Contractual and legal considerations Compliance with a British Standard cannot confer immunity from legal obligations. |
| 9 | Foreword |
| 10 | 0 Introduction |
| 11 | Introduction 0.1 What is consumer vulnerability? 0.2 Impact of vulnerability on individuals |
| 12 | 0.3 Organizational benefits of adopting an inclusive service approach |
| 13 | Consumer vulnerability — Requirements and guidelines for the design and delivery of inclusive service 1 Scope 2 Normative references 23 Terms and definitions |
| 14 | 2.1 accessibility 2.2 accessible format 2.3 assistive (technology) product 2.4 consumer |
| 15 | 2.5 consumer detriment 2.6 consumer disadvantage 2.7 consumer vulnerability 2.8 inclusive service 2.9 risk factors 2.10 usability 3.1 3.2 3.3 |
| 16 | 3.4 3.5 3.6 3.7 |
| 17 | 3.8 3.9 3.10 3.11 3.12 3 Guiding principles for inclusive service provision 3.1 General 3.2 Commitment to customer service and inclusivity 3.3 Resources |
| 18 | 3.4 Competence 3.5 Transparency 3.6 Accessibility 3.7 Communication 3.8 Confidentiality 3.9 Fairness 3.10 Awareness |
| 19 | 4 Understanding risk factors 4.1 Identifying consumer vulnerability 4.2 Identifying the needs of individual consumers |
| 20 | 4.3 Dealing with consumer vulnerability 4 Organizational commitment, principles and strategy 4.1 Commitment |
| 21 | 4.2 Principles 4.3 Strategy 4.3.1 Outcomes focused |
| 22 | 4.3.2 Responsibility 4.3.3 Proactive approach 4.3.4 Policies |
| 23 | 5 Planning, design and development of inclusive service delivery 5.1 General 5.2 Review existing service 5.2.1 Impact assessment |
| 24 | 5.3 Identify areas requiring attention 5.3.1 Objectives 5.4 Planning for inclusive provision of services |
| 25 | 5.5 Policies and procedures 5.5.1 General 5.5.2 Using and managing records |
| 26 | 5.6 Billing 5.7 Provision of information |
| 27 | 5.8 Promotions and marketing 5.9 Sales activities |
| 28 | 5.10 Contracts and sales documentation 5.10.1 Responsibilities of sales agents |
| 29 | 5.10.2 Contract forms 5.10.3 Right to cancel and acknowledgement of cancellation 5.10.4 “Safety net” procedures and acting responsibly to non-payment |
| 30 | 5.11 Customer satisfaction, enquiries and complaints 5.11.1 Performance indicators of customer satisfaction 5.11.2 Enquiries and complaints |
| 31 | 5.11.3 Problem resolution 5.12 Resources (including training) 5.12.1 Determine resources needed 5.12.2 Training 5.12.2.1 Training plans 5.12.2.2 Provision of training |
| 32 | 5 Inclusive design 5.1 General 5.2 Touchpoints 5.3 Understanding consumer vulnerability 5.3.1 Consumer insight methodology |
| 33 | 5.3.2 Research and mapping 5.3.3 Stakeholder partnerships 5.3.4 Consumer engagement |
| 34 | 5.4 Consumer contact channels 5.4.1 Choice 5.4.2 Ease of use 5.4.3 Awareness 5.4.4 Telephone services 5.4.5 Online services |
| 35 | 5.5 Consumer information 5.5.1 General 5.5.2 Presentation of key information |
| 36 | 5.6 Sales and contracts 5.6.1 Sales |
| 37 | 5.6.2 Contract terms 5.7 Payments and billing 5.7.1 Choice and flexibility of payments 5.7.2 Acting responsibly to non-payment |
| 38 | 5.7.3 Billing 5.8 Complaints and disputes 6 Compliance, evaluation and improvement 6.1 Commitment 6.2 Responsiveness |
| 39 | 6.3 Proactive approach 6.4 Foresight 6.5 Monitoring 6.6 Review of policies and procedures 6.7 Continual improvement |
| 40 | 6 Resources to support service delivery 6.1 General 6.2 Frontline staff 6.2.1 Resources 6.2.2 Empowerment 6.2.3 Training in consumer vulnerability |
| 41 | 6.2.3.2 Training records 6.2.3.3 Training programme review 6.3 Consumer-facing online systems |
| 42 | 6.4 Management of consumer vulnerability data 6.4.1 General 6.4.2 Data policy |
| 43 | 6.4.3 Privacy and security 6.4.4 Knowledge and consent |
| 44 | 6.4.5 Internal data sharing 6.4.6 External data sharing 6.5 Dealing with third-party representatives |
| 45 | 6.6 Interruptions to service 6.6.1 Interruption due to external events 6.6.2 Interruption to essential services |
| 46 | 7 Identifying consumer vulnerability 7.1 General 7.2 Risk factors |
| 47 | Table 1 — Vulnerability risk factors |
| 48 | 7.3 Signs of vulnerability 7.3.1 General 7.3.2 Frontline staff observation |
| 49 | Table 2 — Using signals to identify vulnerability |
| 50 | 7.3.3 Automated flags 7.4 Encouraging sharing of vulnerability information 7.4.1 General 7.4.2 Frontline staff |
| 51 | 7.4.3 Online and paper forms 7.5 Recording information about vulnerability 7.5.1 General 7.5.2 Creating customer records |
| 52 | 7.5.3 Referring to customer records 7.5.4 Updating customer records 8 Responding to consumer vulnerability 8.1 General |
| 53 | 8.2 Taking action to improve outcomes for individuals 8.2.1 Understanding risks and needs Table 3 — Understanding individual needs 8.2.2 Understanding the individual’s relationship with the organization |
| 54 | 8.2.3 Response options Table 4 — Response options for individuals |
| 55 | 8.2.4 Shared decision making 8.2.5 Directing to specialist information, advice and support 8.3 Taking action to improve outcomes for others |
| 56 | 9 Monitoring, evaluation and improvement 9.1 Monitoring 9.2 Evaluation |
| 57 | 9.3 Continual improvement |
| 58 | A.1 General A.2 Age |
| 59 | A.3 Disability A.4 Mental health |
| 60 | A.5 Low income A.6 Basic skills |
| 61 | A.7 Inexperience A.8 Sudden changes in circumstance A.9 Complexity and confusion |
| 62 | A.10 Balance of power A.11 Caring responsibilities |
| 63 | Annex A Guidance for organizations on how to implement ISO 22458 A.1 Tailored approach A.2 Considering inclusive service at all stages of service design and delivery A.3 Implementation checklist |
| 64 | A.4 Commitment to change A.5 Conduct gap analysis |
| 65 | A.6 Create action plan A.7 Implement changes A.8 Monitor, evaluate and improve |
| 66 | Mrs L How the organization should have acted John |
| 67 | How the organization should have acted Sandra How the organization should have acted |
| 68 | Mr and Mrs Burns The problem How the organization should have acted Mrs Y How the organization should have acted |
| 69 | Bibliography Standards publications Non-standard publications |
| 71 | Bibliography |
| 74 | undefined |
| 79 | Foreword |
| 80 | Introduction |
| 83 | 1 Scope 2 Normative references 3 Terms and definitions |
| 85 | 4 Organizational commitment, principles and strategy 4.1 Commitment 4.2 Principles |
| 86 | 4.3 Strategy 4.3.1 Outcomes focused 4.3.2 Responsibility |
| 87 | 4.3.3 Proactive approach 4.3.4 Policies |
| 88 | 5 Inclusive design 5.1 General 5.2 Touchpoints 5.3 Understanding consumer vulnerability 5.3.1 Consumer insight methodology |
| 89 | 5.3.2 Research and mapping 5.3.3 Stakeholder partnerships 5.3.4 Consumer engagement |
| 90 | 5.4 Consumer contact channels 5.4.1 Choice 5.4.2 Ease of use 5.4.3 Awareness 5.4.4 Telephone services |
| 91 | 5.4.5 Online services 5.5 Consumer information 5.5.1 General 5.5.2 Presentation of key information |
| 92 | 5.6 Sales and contracts 5.6.1 Sales |
| 93 | 5.6.2 Contract terms 5.7 Payments and billing 5.7.1 Choice and flexibility of payments 5.7.2 Acting responsibly to non-payment |
| 94 | 5.7.3 Billing 5.8 Complaints and disputes 6 Resources to support service delivery 6.1 General |
| 95 | 6.2 Frontline staff 6.2.1 Resources 6.2.2 Empowerment 6.2.3 Training in consumer vulnerability |
| 96 | 6.3 Consumer-facing online systems |
| 97 | 6.4 Management of consumer vulnerability data 6.4.1 General 6.4.2 Data policy 6.4.3 Privacy and security |
| 98 | 6.4.4 Knowledge and consent 6.4.5 Internal data sharing |
| 99 | 6.4.6 External data sharing 6.5 Dealing with third-party representatives |
| 100 | 6.6 Interruptions to service 6.6.1 Interruption due to external events 6.6.2 Interruption to essential services 7 Identifying consumer vulnerability 7.1 General |
| 101 | 7.2 Risk factors |
| 102 | 7.3 Signs of vulnerability 7.3.1 General 7.3.2 Frontline staff observation |
| 103 | 7.3.3 Automated flags |
| 104 | 7.4 Encouraging sharing of vulnerability information 7.4.1 General 7.4.2 Frontline staff |
| 105 | 7.4.3 Online and paper forms 7.5 Recording information about vulnerability 7.5.1 General 7.5.2 Creating customer records |
| 106 | 7.5.3 Referring to customer records 7.5.4 Updating customer records 8 Responding to consumer vulnerability 8.1 General 8.2 Taking action to improve outcomes for individuals 8.2.1 Understanding risks and needs |
| 107 | 8.2.2 Understanding the individual’s relationship with the organization 8.2.3 Response options |
| 109 | 8.2.4 Shared decision making 8.2.5 Directing to specialist information, advice and support 8.3 Taking action to improve outcomes for others |
| 110 | 9 Monitoring, evaluation and improvement 9.1 Monitoring 9.2 Evaluation |
| 111 | 9.3 Continual improvement |
| 112 | Annex A (informative) Guidance for organizations on how to implement ISO 22458 |
| 116 | Bibliography |
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