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    The New Inclusive Service Kitemark™ - Smiling female customer service representative wearing headset using computer at desk in office
    • Impact Story
      Health & Safety

    Committed to Supporting Vulnerable Customers

    Our Kitemark™ for inclusive service is helping organizations globally showcase ongoing commitment to creating a fair, flexible, and inclusive society.

    “Amid the cost-of-living crisis, and the growing number of vulnerable adults, protecting vulnerable consumers has never been so critical.” 

    Natasha Bambridge Global Consumer Promise Director, BSI
    The Kitemark™ for inclusive service - Woman working from home on laptop while son uses smartphone
    The People

    Putting compassion first

    The first nine organizations to receive the BSI Kitemark™ for inclusive service

    To prove organizations understand the impact of consumer vulnerability and can proactively address it, organizations in every sector must demonstrate a consistently inclusive approach - one which encourages and rewards ongoing compliance.

    The Challenge

    Empowering vulnerable people and communities with compassionately inclusive service

    Society has greater responsibilities towards its most vulnerable members. Diversity, Equity and Inclusion (DEI) should be at the heart of this

    Anyone can become vulnerable at any time, whether through ill health, financial hardship, mental health challenges, or life events like relationship breakdowns.

    The right practices need to be in place so that the vulnerable are empowered by organizations providing essential services to make informed choices, ensuring the best outcomes for everyone regardless of their personal circumstances.

    The Solution

    A best practice Kitemark™ for customer care, helping those most in need

    To help consumers have confidence in trusted services when they need them most, BSI created the Kitemark™ for inclusive service scheme

    To become certified, organizations must prove they can identify customer vulnerability, and can design and deliver their services inclusively to vulnerable consumers.

    Consumer Vulnerability (BS ISO 22458) also defines best practice around the adoption of AI, data collection, protection and sharing. In January 2023, nine organizations became the first to achieve BSI certification.

    The benefits

    Organizations can showcase their inclusive service practices through becoming Kitemark™ certified. The benefits include:

    The Kitemark™ for Inclusive Service - Senior couple using a phone to search the internet together on the couch at home
    • Icon description

      Compliance with key sector regulators such as Ofgem, Ofwat, and FCA

    • Icon description

      Reduced likelihood of negative publicity or regulatory fines

    • Icon description

      Increase in staff morale and skill levels

    • Icon description

      Competitive advantage through brand protection and consumer trust

    A difference-making solution to reaching vulnerable consumers

    There are many ways organizations see the positive impact certification brings, including:

    • Understanding

      Identify customer needs and deliver appropriate journeys; securely collect and share data

    • Diversity

      Meet a diverse range of consumer needs while simplifying information provision

    • Equality

      Give people informed choices to guide appropriate decisions and achieve positive outcomes

    • Inclusion

      Products and services designed to help everyone and strengthen organizational resilience

    “It's encouraging for both our employees and customers to be recognized by BSI for the work we do to provide an inclusive and flexible service.” 

    Louise Jones Social Obligations Manager, Scottish & Southern Electricity Networks
    The New Inclusive Service Kitemark™ - Friendly woman in call center service talking with costumers by headset
    Why BSI?

    Continuing compliance

    For more than 120 years, the BSI Kitemark™ has been recognized as a symbol of outstanding quality, safety, and trust across a wide range of products and services.

    As an agent of positive change, BSI is committed to shaping standards that build a better world for everyone. By empowering communities to be more resilient, we want to bring about solutions to accelerate progress towards a more sustainable future.

    Contact Us

    A Kitemark certification with inclusivity at its heart

    Learn how organizations on a mission to help their most vulnerable customers were supported by BSI

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