Inclusive
- People have equitable access to all parts of our services in ways that meet their needs based on their circumstances.
- People understand their options and feel empowered to make decisions based on their needs.
Inclusion happens when everyone feels valued and respected and people have equitable access to the support they need.
People have different lived experiences, abilities and needs. By recognising and appreciating diversity and designing with empathy, we can ensure policies and services meet the needs of our customers.
Inclusive design improves outcomes for everyone.
Inclusive Value Statements
Individual customer
I feel valued, respected and empowered – My culture, individuality, history and circumstances are respected. I am treated with dignity and my personal needs are considered when receiving support.
Third party provider
I have the access I need to holistically support customers – My customers and I have the right support. Barriers are reduced and I feel empowered to help people make informed decisions based on their needs.
Business
No matter my circumstances I have everything I need – I can run my business efficiently and am not disadvantaged by my circumstances, for example, business size, location, staff, lack of access to or ability to use different products and services.
Service delivery staff
I am valued for my strengths, differences and contributions – I feel supported and have the same opportunities as others. My workplace considers my individuality and circumstances when making decisions about my job.
How we make it Inclusive
Design Criteria and things to consider
- Accessibility. We design services that are accessible to people with diverse needs and circumstances. Provide people the option to access the service in the channel that suits them.
- Apply accessibility requirements across all channels.
- Make content available and accessible in different languages and mediums.
- Consider the broader support network when designing a service, for example, people helping others or using a service differently.
- Diversity. We listen, empathise and adapt to the needs of the diverse range of people that interact with us. Identify all possible users of the service and conduct research to understand their needs.
- Consider using specialised design and engagement methods with diverse cohorts.
- Use strengths-based approaches in the design of your service.
- Make sure you use inclusive language and communication methods.
- Equity. We design to ensure everyone has the same opportunity for success. Provide clear information to empower people to make informed decisions.
- Make sure you acknowledge and address potential biases, stigma or incidental exclusion in the design of your service or policy.
- Make sure the policy or service is addressing the needs of diverse cohorts.
Remember to:
- think about inclusive design at every stage, from the design of a policy to the delivery of a service.
- include the perspective of a diverse range of people to ensure you are being truly inclusive.
Designing for Inclusive
People from all walks of life rely on and use government services and come with their own stories, strengths and challenges.
Diverse backgrounds, experiences, identities, abilities and beliefs are equally valuable. By respecting differences and considering diversity in decision making, inclusive services that people can access when and how they need them are created. Government services must work for everyone who needs to use them.
Design with strengths-based and cultural strengths-based approaches and empathy to create confidence and empower people to access help with dignity.
Anyone can experience vulnerability at any moment in their lives. For some it can be temporary, due to a disaster or losing a job. For others it could be lifelong or ongoing.
When engaging with people experiencing vulnerability, it is important we provide a safe, respectful and judgement-free environment that is trauma-informed and culturally sensitive.
Consider inclusion every time.
Think about, for example:
- The single parent living in a remote community with limited access to services and the internet.
- The refugee family who has faced war and trauma and who are adjusting to an entirely new life in Australia.
- The recently widowed elderly person who relied on their spouse for life admin and social connection.
- The parents caring for their child with lifelong health issues, navigating complex healthcare systems.
These are not just hypothetical scenarios; they represent real people who depend on us.