A194 lloyds banking group approach to reasonable adjustments

1. Lloyds Banking Group
approach to Reasonable Adjustments

2. A strategic partnership
In 2010 these Lloyds Banking Group decided to ask a question –
‘What happens during our a reasonable adjustment process?’
They then worked with end to end solutions provider and assistive
technology experts Microlink to pioneer an award winning WPA
service that in now considered best practice.
LBG are dedicated to creating a culture of disclosure, inclusion and
diversity that leads the way in employee well-being and understands
the key role a good WPA service has on that vision.

3. Critical success factors
What Lloyds Banking Group did:
 START BY GETTING THE FACTS– Data, data, data! If you can’t see
it, you can’t measure it & you can’t improve it!
 APPOINT A PROCESS OWNER responsible for the quality of the
service, ‘end to end’, and for continuous improvement to clearly
articulated standards.
 CO-ORDINATION OF IMPLEMENTATION of adjustments e.g.
Stakeholder management, Facilities, IT, Procurement,
Occupational Health etc.
 USE EXPERTS to provide the core services.

4. Critical success factors
 Establish a SINGLE, WELL PUBLICISED POINT OF ENTRY, staffed by
experts to choose the correct decision stream.
 INVOLVE LINE MANAGERS
 TRUST YOUR PEOPLE: do not request colleagues to somehow
‘prove’ they have a disability.
 CENTRALLY CONTROLLED BUDGET: do not make Line Managers
pay
 PROVISION OF ADJUSTMENTS IS A BUSINESS PROCESS, not the
sole province of HR, Diversity or Occupational Health.

5. Critical success factors
 PRE-APPROVED CATALOGUE: Compile a comprehensive
catalogue that enables compatibility and best value for money.
 FAST TRACK: adjustments for colleagues who know what they
need, or whose needs can be quickly determined by the expert
case handler who understands the ‘functional impact’ of the
disability or condition.
 POLICY DRIVEN FROM THE TOP: easy access to information
 PROVIDE COMPREHENSIVE MI: essential for monitoring costs,
value for money, and continuous improvement.

6. We know it works….
Lloyds Banking Group PLC

7. LBG Fostering trust!
7% Increase in disclosure
 5,779 colleagues disclosed a disability which is 7% higher than
2015.
 Disclosure of colleagues with learning difficulties and mental
health conditions were 17% higher than in 2015.
 Increased levels of disclosure were found in all divisions
* Source Lloyds Banking Group

8. LGB Inclusivity & Diversity efforts are
working!
65 Engagement Score
 Disability EEI has increased by 1 point since 2015 despite the
Group’s overall EEI score decreasing by 1 point.
 The Group’s EEI gap for disability has now decreased to 5
points (from 7 points in 2015).
 Disability EEI score has increased in 4 consecutive engagement
surveys.
* Source Lloyds Banking Group

9. WPAserviceisgettinggreatfeedback
90% Reduction in Absence
Unprecedented reduction in disability or condition related
absence reported by employees.
93% Increase in Productivity
Over 4000 surveys show significant increase in productivity and
efficiency.
* Source Lloyds Banking Group colleague surveys

10. Looking towards the future
 LBG dedicated to continuous improvement
 Qualitative improvement data, quantified through internal
systems
 Integrated case management system
 Governance, control and policy creation around WPA
assessment and provision
 Mental health in the workplace

11. Thank You