Government of the Republic of Serbia
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).
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