Private Sector

2006 Overall Winner - Private Sector

Name of organisation:
Bank of Ireland Customer Operations

Number of employees:
2200

Industry Sector:
Financial Services

Some examples of what Bank of Ireland Customer Operations have done:

Leadership

Key objectives and priorities relating to disability in the business plan
Employees with disabilities are employed in senior management, general management, supervisory management, admin and operative posts
Disability agenda for over 10 years
Recently completed a major review of the effectiveness of its strategy on the management of people with disabilities
The organisation communicates its commitment to disability to all employees
The annual report is available in alternative formats
Group diversity statement
The organisation is proactive rather than reactive
Set up a Disability Action Group which included people with disabilities

Environmental Accessibility

Dedicated car spaces close to entrance for customers and employees with disabilities
Non-audible fire alert system
Evacuation chairs on all floors in order to facilitate the lifting of wheelchair users in the event of a fire or emergency evacuation
Floor covering suitable for mobility issues
Braille buttons in the lift
Disabled toilets are equipped with an alarm that goes back to security
Safety statement refers to people with disabilities in the risk assessment

Customer Service

There is a diverse representation on the customer forum including people with disabilities
Customer satisfaction surveys and mystery shoppers in place
Improvements have been made as a result of customer feedback - accessible online banking, braille statements, and adjusted height of ATM machine
Customers with disabilities are consulted when designing new customer programmes
All staff including senior management have received disability awareness training
Customer emergency helpline
All policies promoting ‘Positivity to Disability’ are communicated to all employees
Communicate via newsletter many issues and misconceptions re disability

Recruitment & Selection

Code of practice on the employment of people with disabilities
Job analyses are conducted for each person
ob description and person specification are drawn up using non-discriminatory and only work related criteria
When designing job adverts, the organisation includes a statement re Equal Opportunities.
The organisation always considers accommodating prospective employees with a disability by offering flexible working arrangements
All new employees have an induction and it includes a disability awareness programme

Learning, Development & Progression

In house and external training are fully accessible through use of interpreters, materials in accessible formats, and consultations with employees with disabilities
Information about career development opportunities is made available in to all in a range of formats that are accessible
Policy on employment of people with disabilities
Review evaluation of reasonable accommodation requests

Retention & Well Being

Employees who acquire a disability are consulted re maximising opportunities to retain employment
Functional capacity assessments of employees who have acquired a disability
Employee Assistance Programme in place
Workplace health promotion programme in place
Job retention policy
The company keeps in touch with sick employees