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MSA FORWARD 2019: Championing Accessibility & Inclusivity

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MSA FORWARD 2019 Conference Education Session Recording

Session Title: Championing Accessibility & Inclusivity for Commercial Excellence

Presenter: Louise Kirby; Director of Operations&People, The Deep

Knowledge Standards: Customer Relations, Business Relations, Strategic Management

There are clearly legal requirements regarding accessibility in public places, but organisations can be too quick to categorise service provision for disabled people as just a business obligation rather than an opportunity; many improvements actually then go to provide an inclusive service for all, increasing footfall and sales. The consequence of failing to investigate accessibility and inclusivity can be a greatly missed opportunity. The Deep in Hull would like to share how it has strategically managed accessibility resulting in good practice, experiences and practical examples, growing staff confidence, engagement and job satisfaction, excellence in service delivery standards/customer feedback and commercial expansion through audience reach and new markets.