{"id":416365,"date":"2024-10-20T06:10:21","date_gmt":"2024-10-20T06:10:21","guid":{"rendered":"https:\/\/pdfstandards.shop\/product\/uncategorized\/bs-iso-224582022-tc\/"},"modified":"2024-10-26T11:27:55","modified_gmt":"2024-10-26T11:27:55","slug":"bs-iso-224582022-tc","status":"publish","type":"product","link":"https:\/\/pdfstandards.shop\/product\/publishers\/bsi\/bs-iso-224582022-tc\/","title":{"rendered":"BS ISO 22458:2022 – TC"},"content":{"rendered":"

PDF Catalog<\/h4>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
PDF Pages<\/th>\nPDF Title<\/th>\n<\/tr>\n
1<\/td>\ncompares BS ISO 22458:2022 <\/td>\n<\/tr>\n
2<\/td>\nTRACKED CHANGES
Text example 1 \u2014 indicates added text (in green) <\/td>\n<\/tr>\n
3<\/td>\nNational foreword
Contractual and legal considerations
Compliance with a British Standard cannot confer immunity from legal obligations.
Amendments\/corrigenda issued since publication <\/td>\n<\/tr>\n
4<\/td>\nConsumer vulnerability \u2014 Requirements and guidelines for the design and delivery of inclusive service <\/td>\n<\/tr>\n
5<\/td>\nCOPYRIGHT PROTECTED DOCUMENT <\/td>\n<\/tr>\n
8<\/td>\nForeword
Publishing information
Information about this document
Presentational conventions
Contractual and legal considerations
Compliance with a British Standard cannot confer immunity from legal obligations. <\/td>\n<\/tr>\n
9<\/td>\nForeword <\/td>\n<\/tr>\n
10<\/td>\n0 Introduction <\/td>\n<\/tr>\n
11<\/td>\nIntroduction
0.1 What is consumer vulnerability?
0.2 Impact of vulnerability on individuals <\/td>\n<\/tr>\n
12<\/td>\n0.3 Organizational benefits of adopting an inclusive service approach <\/td>\n<\/tr>\n
13<\/td>\nConsumer vulnerability \u2014 Requirements and guidelines for the design and delivery of inclusive service
1 Scope
2 Normative references
23 Terms and definitions <\/td>\n<\/tr>\n
14<\/td>\n2.1
accessibility
2.2
accessible format
2.3
assistive (technology) product
2.4
consumer <\/td>\n<\/tr>\n
15<\/td>\n2.5
consumer detriment
2.6
consumer disadvantage
2.7
consumer vulnerability
2.8
inclusive service
2.9
risk factors
2.10
usability
3.1
3.2
3.3 <\/td>\n<\/tr>\n
16<\/td>\n3.4
3.5
3.6
3.7 <\/td>\n<\/tr>\n
17<\/td>\n3.8
3.9
3.10
3.11
3.12
3 Guiding principles for inclusive service provision
3.1 General
3.2 Commitment to customer service and inclusivity
3.3 Resources <\/td>\n<\/tr>\n
18<\/td>\n3.4 Competence
3.5 Transparency
3.6 Accessibility
3.7 Communication
3.8 Confidentiality
3.9 Fairness
3.10 Awareness <\/td>\n<\/tr>\n
19<\/td>\n4 Understanding risk factors
4.1 Identifying consumer vulnerability
4.2 Identifying the needs of individual consumers <\/td>\n<\/tr>\n
20<\/td>\n4.3 Dealing with consumer vulnerability
4 Organizational commitment, principles and strategy
4.1 Commitment <\/td>\n<\/tr>\n
21<\/td>\n4.2 Principles
4.3 Strategy
4.3.1 Outcomes focused <\/td>\n<\/tr>\n
22<\/td>\n4.3.2 Responsibility
4.3.3 Proactive approach
4.3.4 Policies <\/td>\n<\/tr>\n
23<\/td>\n5 Planning, design and development of inclusive service delivery
5.1 General
5.2 Review existing service
5.2.1 Impact assessment <\/td>\n<\/tr>\n
24<\/td>\n5.3 Identify areas requiring attention
5.3.1 Objectives
5.4 Planning for inclusive provision of services <\/td>\n<\/tr>\n
25<\/td>\n5.5 Policies and procedures
5.5.1 General
5.5.2 Using and managing records <\/td>\n<\/tr>\n
26<\/td>\n5.6 Billing
5.7 Provision of information <\/td>\n<\/tr>\n
27<\/td>\n5.8 Promotions and marketing
5.9 Sales activities <\/td>\n<\/tr>\n
28<\/td>\n5.10 Contracts and sales documentation
5.10.1 Responsibilities of sales agents <\/td>\n<\/tr>\n
29<\/td>\n5.10.2 Contract forms
5.10.3 Right to cancel and acknowledgement of cancellation
5.10.4 \u201cSafety net\u201d procedures and acting responsibly to non-payment <\/td>\n<\/tr>\n
30<\/td>\n5.11 Customer satisfaction, enquiries and complaints
5.11.1 Performance indicators of customer satisfaction
5.11.2 Enquiries and complaints <\/td>\n<\/tr>\n
31<\/td>\n5.11.3 Problem resolution
5.12 Resources (including training)
5.12.1 Determine resources needed
5.12.2 Training
5.12.2.1 Training plans
5.12.2.2 Provision of training <\/td>\n<\/tr>\n
32<\/td>\n5 Inclusive design
5.1 General
5.2 Touchpoints
5.3 Understanding consumer vulnerability
5.3.1 Consumer insight methodology <\/td>\n<\/tr>\n
33<\/td>\n5.3.2 Research and mapping
5.3.3 Stakeholder partnerships
5.3.4 Consumer engagement <\/td>\n<\/tr>\n
34<\/td>\n5.4 Consumer contact channels
5.4.1 Choice
5.4.2 Ease of use
5.4.3 Awareness
5.4.4 Telephone services
5.4.5 Online services <\/td>\n<\/tr>\n
35<\/td>\n5.5 Consumer information
5.5.1 General
5.5.2 Presentation of key information <\/td>\n<\/tr>\n
36<\/td>\n5.6 Sales and contracts
5.6.1 Sales <\/td>\n<\/tr>\n
37<\/td>\n5.6.2 Contract terms
5.7 Payments and billing
5.7.1 Choice and flexibility of payments
5.7.2 Acting responsibly to non-payment <\/td>\n<\/tr>\n
38<\/td>\n5.7.3 Billing
5.8 Complaints and disputes
6 Compliance, evaluation and improvement
6.1 Commitment
6.2 Responsiveness <\/td>\n<\/tr>\n
39<\/td>\n6.3 Proactive approach
6.4 Foresight
6.5 Monitoring
6.6 Review of policies and procedures
6.7 Continual improvement <\/td>\n<\/tr>\n
40<\/td>\n6 Resources to support service delivery
6.1 General
6.2 Frontline staff
6.2.1 Resources
6.2.2 Empowerment
6.2.3 Training in consumer vulnerability <\/td>\n<\/tr>\n
41<\/td>\n6.2.3.2 Training records
6.2.3.3 Training programme review
6.3 Consumer-facing online systems <\/td>\n<\/tr>\n
42<\/td>\n6.4 Management of consumer vulnerability data
6.4.1 General
6.4.2 Data policy <\/td>\n<\/tr>\n
43<\/td>\n6.4.3 Privacy and security
6.4.4 Knowledge and consent <\/td>\n<\/tr>\n
44<\/td>\n6.4.5 Internal data sharing
6.4.6 External data sharing
6.5 Dealing with third-party representatives <\/td>\n<\/tr>\n
45<\/td>\n6.6 Interruptions to service
6.6.1 Interruption due to external events
6.6.2 Interruption to essential services <\/td>\n<\/tr>\n
46<\/td>\n7 Identifying consumer vulnerability
7.1 General
7.2 Risk factors <\/td>\n<\/tr>\n
47<\/td>\nTable 1 \u2014 Vulnerability risk factors <\/td>\n<\/tr>\n
48<\/td>\n7.3 Signs of vulnerability
7.3.1 General
7.3.2 Frontline staff observation <\/td>\n<\/tr>\n
49<\/td>\nTable 2 \u2014 Using signals to identify vulnerability <\/td>\n<\/tr>\n
50<\/td>\n7.3.3 Automated flags
7.4 Encouraging sharing of vulnerability information
7.4.1 General
7.4.2 Frontline staff <\/td>\n<\/tr>\n
51<\/td>\n7.4.3 Online and paper forms
7.5 Recording information about vulnerability
7.5.1 General
7.5.2 Creating customer records <\/td>\n<\/tr>\n
52<\/td>\n7.5.3 Referring to customer records
7.5.4 Updating customer records
8 Responding to consumer vulnerability
8.1 General <\/td>\n<\/tr>\n
53<\/td>\n8.2 Taking action to improve outcomes for individuals
8.2.1 Understanding risks and needs
Table 3 \u2014 Understanding individual needs
8.2.2 Understanding the individual\u2019s relationship with the organization <\/td>\n<\/tr>\n
54<\/td>\n8.2.3 Response options
Table 4 \u2014 Response options for individuals <\/td>\n<\/tr>\n
55<\/td>\n8.2.4 Shared decision making
8.2.5 Directing to specialist information, advice and support
8.3 Taking action to improve outcomes for others <\/td>\n<\/tr>\n
56<\/td>\n9 Monitoring, evaluation and improvement
9.1 Monitoring
9.2 Evaluation <\/td>\n<\/tr>\n
57<\/td>\n9.3 Continual improvement <\/td>\n<\/tr>\n
58<\/td>\nA.1 General
A.2 Age <\/td>\n<\/tr>\n
59<\/td>\nA.3 Disability
A.4 Mental health <\/td>\n<\/tr>\n
60<\/td>\nA.5 Low income
A.6 Basic skills <\/td>\n<\/tr>\n
61<\/td>\nA.7 Inexperience
A.8 Sudden changes in circumstance
A.9 Complexity and confusion <\/td>\n<\/tr>\n
62<\/td>\nA.10 Balance of power
A.11 Caring responsibilities <\/td>\n<\/tr>\n
63<\/td>\nAnnex A
Guidance for organizations on how to implement ISO 22458
A.1 Tailored approach
A.2 Considering inclusive service at all stages of service design and delivery
A.3 Implementation checklist <\/td>\n<\/tr>\n
64<\/td>\nA.4 Commitment to change
A.5 Conduct gap analysis <\/td>\n<\/tr>\n
65<\/td>\nA.6 Create action plan
A.7 Implement changes
A.8 Monitor, evaluate and improve <\/td>\n<\/tr>\n
66<\/td>\nMrs L
How the organization should have acted
John <\/td>\n<\/tr>\n
67<\/td>\nHow the organization should have acted
Sandra
How the organization should have acted <\/td>\n<\/tr>\n
68<\/td>\nMr and Mrs Burns The problem
How the organization should have acted
Mrs Y
How the organization should have acted <\/td>\n<\/tr>\n
69<\/td>\nBibliography
Standards publications
Non-standard publications <\/td>\n<\/tr>\n
71<\/td>\nBibliography <\/td>\n<\/tr>\n
74<\/td>\nundefined <\/td>\n<\/tr>\n
79<\/td>\nForeword <\/td>\n<\/tr>\n
80<\/td>\nIntroduction <\/td>\n<\/tr>\n
83<\/td>\n1 Scope
2 Normative references
3 Terms and definitions <\/td>\n<\/tr>\n
85<\/td>\n4 Organizational commitment, principles and strategy
4.1 Commitment
4.2 Principles <\/td>\n<\/tr>\n
86<\/td>\n4.3 Strategy
4.3.1 Outcomes focused
4.3.2 Responsibility <\/td>\n<\/tr>\n
87<\/td>\n4.3.3 Proactive approach
4.3.4 Policies <\/td>\n<\/tr>\n
88<\/td>\n5 Inclusive design
5.1 General
5.2 Touchpoints
5.3 Understanding consumer vulnerability
5.3.1 Consumer insight methodology <\/td>\n<\/tr>\n
89<\/td>\n5.3.2 Research and mapping
5.3.3 Stakeholder partnerships
5.3.4 Consumer engagement <\/td>\n<\/tr>\n
90<\/td>\n5.4 Consumer contact channels
5.4.1 Choice
5.4.2 Ease of use
5.4.3 Awareness
5.4.4 Telephone services <\/td>\n<\/tr>\n
91<\/td>\n5.4.5 Online services
5.5 Consumer information
5.5.1 General
5.5.2 Presentation of key information <\/td>\n<\/tr>\n
92<\/td>\n5.6 Sales and contracts
5.6.1 Sales <\/td>\n<\/tr>\n
93<\/td>\n5.6.2 Contract terms
5.7 Payments and billing
5.7.1 Choice and flexibility of payments
5.7.2 Acting responsibly to non-payment <\/td>\n<\/tr>\n
94<\/td>\n5.7.3 Billing
5.8 Complaints and disputes
6 Resources to support service delivery
6.1 General <\/td>\n<\/tr>\n
95<\/td>\n6.2 Frontline staff
6.2.1 Resources
6.2.2 Empowerment
6.2.3 Training in consumer vulnerability <\/td>\n<\/tr>\n
96<\/td>\n6.3 Consumer-facing online systems <\/td>\n<\/tr>\n
97<\/td>\n6.4 Management of consumer vulnerability data
6.4.1 General
6.4.2 Data policy
6.4.3 Privacy and security <\/td>\n<\/tr>\n
98<\/td>\n6.4.4 Knowledge and consent
6.4.5 Internal data sharing <\/td>\n<\/tr>\n
99<\/td>\n6.4.6 External data sharing
6.5 Dealing with third-party representatives <\/td>\n<\/tr>\n
100<\/td>\n6.6 Interruptions to service
6.6.1 Interruption due to external events
6.6.2 Interruption to essential services
7 Identifying consumer vulnerability
7.1 General <\/td>\n<\/tr>\n
101<\/td>\n7.2 Risk factors <\/td>\n<\/tr>\n
102<\/td>\n7.3 Signs of vulnerability
7.3.1 General
7.3.2 Frontline staff observation <\/td>\n<\/tr>\n
103<\/td>\n7.3.3 Automated flags <\/td>\n<\/tr>\n
104<\/td>\n7.4 Encouraging sharing of vulnerability information
7.4.1 General
7.4.2 Frontline staff <\/td>\n<\/tr>\n
105<\/td>\n7.4.3 Online and paper forms
7.5 Recording information about vulnerability
7.5.1 General
7.5.2 Creating customer records <\/td>\n<\/tr>\n
106<\/td>\n7.5.3 Referring to customer records
7.5.4 Updating customer records
8 Responding to consumer vulnerability
8.1 General
8.2 Taking action to improve outcomes for individuals
8.2.1 Understanding risks and needs <\/td>\n<\/tr>\n
107<\/td>\n8.2.2 Understanding the individual\u2019s relationship with the organization
8.2.3 Response options <\/td>\n<\/tr>\n
109<\/td>\n8.2.4 Shared decision making
8.2.5 Directing to specialist information, advice and support
8.3 Taking action to improve outcomes for others <\/td>\n<\/tr>\n
110<\/td>\n9 Monitoring, evaluation and improvement
9.1 Monitoring
9.2 Evaluation <\/td>\n<\/tr>\n
111<\/td>\n9.3 Continual improvement <\/td>\n<\/tr>\n
112<\/td>\nAnnex A (informative) Guidance for organizations on how to implement ISO 22458 <\/td>\n<\/tr>\n
116<\/td>\nBibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

Tracked Change. Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service<\/b><\/p>\n\n\n\n\n
Published By<\/td>\nPublication Date<\/td>\nNumber of Pages<\/td>\n<\/tr>\n
BSI<\/b><\/a><\/td>\n2022<\/td>\n118<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":416374,"template":"","meta":{"rank_math_lock_modified_date":false,"ep_exclude_from_search":false},"product_cat":[80,2641],"product_tag":[],"class_list":{"0":"post-416365","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-03-080-30","7":"product_cat-bsi","9":"first","10":"instock","11":"sold-individually","12":"shipping-taxable","13":"purchasable","14":"product-type-simple"},"_links":{"self":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product\/416365","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/types\/product"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media\/416374"}],"wp:attachment":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media?parent=416365"}],"wp:term":[{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_cat?post=416365"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_tag?post=416365"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}