Lloyds Banking Groupapproach to Reasonable

Adjustments

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.

Critical success factorsWhat 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.

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.

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.

We know it works….Lloyds Banking Group PLC

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

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

WPA service is getting great feedback90% Reduction in AbsenceUnprecedented reduction in disability or condition related absence reported by employees.

93% Increase in ProductivityOver 4000 surveys show significant increase in productivity and efficiency.

* Source Lloyds Banking Group colleague surveys

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

Thank You