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SCREENING

Customer Service Centre (the Hub) moving to Green Street

Last updated May 2019

Contents

The assessment
Impact
Conclusion

 

A signed version of this EqIA is available to download; please note it may not be accessible for users of assistive technology.

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The assessment

Directorate

Community, Wellbeing and Environment and Resources

New or existing service or policy?

New

Officer(s) completing the assessment

  1. Linda Draycott, Corporate Director: Community, Wellbeing and Environment
  2. Lucy Wright, Revenues, Benefits and Customer Services Manager

What is the purpose and expected outcomes?

Improvement and investment in the depot, Green Street site, to improve accommodation, infrastructure and operational sustainability. The project also includes the relocation of customer services/homelessness prevention services from the Town Hall to Green Street as part of planned efficiency savings. 

Will there be any effect on other Council procedures or strategies e.g. Corporate Plan or the council’s workforce?

Staff at the Hub, and WFH (revenues and benefits) plus staff at the depot will be affected.

Are there any statutory requirements or implications?

The public sector equality duty (specific duty) requires the Council to consider how it can positively contribute to the advancement of equality and good relations, and demonstrate that it is paying ‘due regard’ in its decision making in the design of policies and in the delivery of services.

The redevelopment of the Green Street site presents the opportunity to improve accessibility for people with disabilities and all publicly accessible areas will be compliant with the requirements of the Equality Act 2010. An equality impact assessment on the relocation of the customer service centre has been undertaken and demonstrates that these requirements will be met.

Are there any other organisations/bodies involved?

Green street tenants – Dial and Dial a ride

CAB and CCP who hold surgeries at the Customer Service Centre (the Hub).

Who are the main customer groups/stakeholders affected?

All customers who currently visit the Hub at the town hall in Kidderminster would be affected.

What information/statistics/evidence are you using?

Existing data showing the number of customers who visit the centre together with a survey undertaken capturing information on how customers travel to the Hub.

What impact does the service/policy/project have on the nine protected characteristics as defined by the Equality Act 2010.

Prior to the Equality Act 2010, there were 3 separate public sector equality duties covering race, disability and gender. The Equality Act 2010 replaced these with a new single equality duty covering the protected characteristics listed below.

Characteristic and definition Impact and evidence

Age - where this is referred to, it refers to a person belonging to a particular age (e.g. 32 year olds) or range of ages (e.g. 18 - 30 year olds).

Neutral

Evidence: The new location is 900m away from the current location and it has improved, free parking facilities. Customers will also have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person.

Disability – a person has a disability if s/he has a physical or mental impairment which has a substantial and long-term adverse effect on that person's ability to carry out normal day-to-day activities.

Positive

Evidence: The proposed new location has improved parking facilities including parking for disabled people on site (not available at present location) and the centre will be designed to ensure compliance with the Equality Act. Customers will have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person which may be more difficult with a physical disability.
The new location is 900m away from the current location.

Gender reassignment – the process of transitioning from one gender to another.

Neutral

Evidence: The new location is 900m away from the current location and has improved free parking facilities. Customers will also have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person.

Marriage and civil partnership – marriage is defined as a 'union between a man and a woman'. Same-sex couples can have their relationships legally recognised as 'civil partnerships'. Civil partners must be treated the same as married couples on a wide range of legal matters.

Neutral

Evidence: The new location is 900m away from the current location and has improved free parking facilities. Customers will also have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person.

Pregnancy and maternity – pregnancy is the condition of being pregnant or expecting a baby. Maternity refers to the period after the birth, and is linked to maternity leave in the employment context. In the non-work context, protection against maternity discrimination is for 26 weeks after giving birth, and this includes treating a woman unfavourably because she is breastfeeding.

Neutral

Evidence: The new location is 900m away from the current location and has improved free parking facilities. Customers will also have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person.

Race – it refers to a group of people defined by their race, colour, and nationality (including citizenship) ethnic or national origins.

Neutral

Evidence: The new location is 900m away from the current location and has improved free parking facilities. Customers will also have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person.

Religion and belief – religion has the meaning usually given to it but belief includes religious and philosophical beliefs including lack of belief (e.g. Atheism).

Neutral

Evidence: The new location is 900m away from the current location and has improved free parking facilities. Customers will also have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person.

Sex – a man or a woman.

Neutral

Evidence: The new location is 900m away from the current location and has improved free parking facilities. Customers will also have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person.

Sexual Orientation – whether a person's sexual attraction is towards their own sex, the opposite sex or to both sexes.

Neutral

Evidence: The new location is 900m away from the current location and has improved free parking facilities. Customers will also have greater flexibility with regard to interacting with the council online or by phone rather than expecting them to have to visit the council in person.

Other

e.g. Deprivation, health inequalities, urban/rural divide, community safety

A travel survey was undertaken of customers who visited the Hub and the results are as follows:
40% car
28% walk
23% bus
5% lift
4% taxi
There is no direct discrimination against any of the nine protected characteristic groups as the proposed move impacts on all service users.

With the improvements that are being made to self service capabilities, this will allow greater flexibility with regard to how customers transact with the Council.

Customer volumes have reduced by 62% since 2013/13 and customers who attend usually have more complex needs and would benefit from greater privacy which is being incorporated in the new centre.

Almost 30% of all in person contacts are for housing benefit which is being gradually withdrawn for working age claimants (although not entirely) with the implementation of Universal Credit.

A detailed communication plan will be formulated to make as many people aware of the move in advance of the agreed move date.

Conclusion

Is a full assessment required?

No

Signed: Lucy Wright
Dated: 20/11/207

Agreed: Ian Miller

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