Investing in Equality / Improving Services: improving services for black and minority ethnic people
This report outlines a number of initiatives taken by the Cavan and Kildare County Councils in Ireland to enhance service delivery for people from Black, minority ethnic and Traveller communities. The main aim of the project was to develop systems and practices that promote equality, take account of and adjust for diversity and prevent and combat discrimination. The reports demonstrates that an improved customer satisfaction with governmental services can be achieved, even at a time of limited resources.
Approach
The project was divided into four stages:
- Getting to know the communities and the issues;
- Gathering baseline data;
- Targeting services;
- Communicating with the community.
During these four stages, several activities were developed,
such as a Multi-cultural Family Fun Day, a Voter Registration
Campaign, a Housing Information Day and the establishment of an
Ethnic Diversity Advisory Group. These initiatives enhanced
communication of the target groups with the government, and
empowered them to articulate their needs.
Results
In making headway in the integration and empowerment of
minorities, explicit commitment to these causes by senior
leadership and management proved to be important. However, the
significance of the engagement of locals in activities cannot be
overstated. Several practices and systems, such as a website,
communication channels with minority groups and awareness about the
need to vote have been successfully established.
Based on the experiences gathered during the several projects
related to these four stages, the report presents Good Practice
Guidelines which can be applied by other governmental agencies. A
comprehensive checklist of issues and questions to be addressed is
offered, as well as a list of factors identified as contributing to
the success of the overall project and a list of recommendations.
Contact
The Equality Authority
Telephone: + 00353 505 2416
E-mail: info@equality.ie