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Context: SDS needed systematic input from people with lived experience to improve services for diverse customers.
Approach: Established Focal Point Groups (stakeholder groups representing specific equality strands to provide feedback and guidance) for ongoing engagement.
Implementation:
- Four groups established: Care Experience, Disability, Race, and Women and Girls
- Groups meet 3-4 times per year
- Expertise used to ensure products and services are inclusive
- Built ongoing relationships rather than one-off consultations
- Shared information to increase members’ understanding of SDS services
Impact:
- Developed meaningful relationships with equality partners
- Improved understanding of customer experiences
- More specific feedback enabling targeted improvements
- Services better reflect diverse customer needs
Key learning:
- Lived experience expertise creates deeper, more nuanced understanding than consultation alone Ongoing lived experience engagement builds relationships that improve service design
- Regular contact maintains momentum
- Two-way information sharing enhances feedback quality
(Source: SDS Equality and Diversity Mainstreaming Report 2021-2025)