Vlada republike SrbijeGovernment of the Republic of Serbia


“Customer Communications Toolkit for the Public Service – A Universal Design Approach” Published

Published 22.03.2021.

Priručnik za javne službe "Komunikacija sa korisnicima - pristup univerzalnog dizajna"The Social Inclusion and Poverty Reduction Unit of the Government of the Republic of Serbia has published a translation of the Customer Communications Toolkit for the Public Service – A Universal Design Approach.

The goal of this Toolkit is to provide guidelines primarily to public service staff in direct contact with various beneficiaries. The Toolkit may also be useful for organisations and all citizens to learn about their rights and the methods for exercising them.

The Toolkit is based on the principle of universal design, meaning that its purpose is to provide support in the creation of an environment that maximises accessibility, understanding and utility for all, regardless of age, ability or disability.

The Toolkit contains sections related to the development of written, speech, sign language, and digital communication. It was envisaged that public services would use this Toolkit to plan, train and inform their staff, as well as during the procurement of certain devices. The Toolkit contains select guidelines, examples, advice, and checklists that can expand knowledge of this subject. Certain parts of relevant chapters can be used independently, and may be available at the sites where public services deliver their services. The last section of the Toolkit contains lists of questions that can be of use in the assessment of communication services with beneficiaries.

The Toolkit was developed by the Centre for Excellence in Universal Design (CEUD) part of the National Disability Authority (NDA).

Click here to download the Customer Communications Toolkit for the Public Service – A Universal Design Approach (.pdf).




Leave a Comment

Leave a comment




Related news



Slavica Denić

Written by: Slavica Denić, Roma Inclusion Coordinator, Social Inclusion and Poverty Reduction Unit of the…
View Article


Social Inclusion Newsletter

Social Inclusion Newsletter Archive

Featured > <

Blog > <

Milenka Matić
Roditeljstvo donosi brojne izazove i zadovoljstva. Roditelji su često u svojim odlukama prepušteni isključivo sebi, bez adekvatnih uputa i priručnika [...]
Fri, Apr 16, 2021
Source: Inkluzija blog
Tema međugeneracijske solidarnosti sasvim retko se pominje u stručnoj i široj javnosti i to obično povodom prigodnih datuma. Kada se [...]
Mon, Apr 12, 2021
Source: Inkluzija blog
Sara Đurđević
Mnogi misle da je psihoterapija menjanje svog karaktera i onoga što predstavlja suštinu ličnosti koju smo godinama gradili. Zapravo, psihoterapija [...]
Fri, Apr 09, 2021
Source: Inkluzija blog
Suzana Gajić Jovanović
Roditeljstvo predstavlja izazov svakom roditelju koji želi da savesno i odgovorno odgaja svoje dete, pa čak i ako to čini [...]
Wed, Apr 07, 2021
Source: Inkluzija blog
Moderna, inovatina nastava otvara vrata škole ka podsticajnim prostorima gde se ostvaruje direktan kontakt sa predmetima učenja i proučavanja. Praksa [...]
Tue, Mar 30, 2021
Source: Inkluzija blog

Documents > <

E2E: Social Innovations – People-Centred Public Policies
April, 2021 arrow right pdf [2 MB]
Ex-Post Analysis of the National Employment Strategy for the Period 2011-2020
February, 2021 arrow right pdf [3 MB]
Impact of the COVID-19 on Vulnerable Groups and Groups at Risk – Causes, Outcomes and Recommendations
December, 2020 arrow right pdf [4 MB]
Income of the Poorest Deciles of Serbia’s Population, Focus on Agricultural Activities
July, 2020 arrow right pdf [2 MB]