Performance management 

The Equality Commission is committed to continuous improvement in all that we do. 

 

We use a number of quality models to drive forward improvements within the organisation. 

 

Investors in People is a Performance Improvement Framework which focuses on the training and development of our staff to assist in meeting key business and organisational objectives.

The Commission first achieved recognition in May 2007 with an agreement that a follow up review be conducted within a 2 year period.  Having met the Core Standard at the first assessment and looking for further organisational stretch, the Commission was assessed against additional evidence requirements aiming to achieve recognition at Bronze Level, which is a total of 65 evidence requirements, 26 on top of the 39 Core requirements.

Following review in June 2009 the IIP Assessor established that the Commission met an additional 43 evidence requirements within the wider framework.

The Commission has now achieved recognition beyond the Core Standard at Bronze level, one of the first organisations in Northern Ireland to do so.  Across all Investors in People organisations in the UK only 2% have achieved this additional recognition.  Chief Executive Evelyn Collins stated:
"We are extremely pleased to have achieved Investors in People recognition at Bronze Level; this is a real tribute to the dedication and professionalism of our people.  We are pleased as an organisation to invest in our staff as it is through their efforts that we are contributing to making Northern Ireland a more equal place for everyone."

Further information can be obtained by contacting the Performance Development team (details below).

 

ISO 9001 focuses on process improvement.  The Commission’s Corporate Services Division was awarded initial accreditation in December 2006.  Subsequent external audits of the division’s Quality Management System continue to show high levels of compliance against ISO 9001 requirements. 

 

Charter Mark focuses on customer service excellence.  The Commission’s Employment Development Division was assessed against the requirements of the standard in February 2007 with a follow up review conducted in February 2009.  The division continues to demonstrate high levels of compliance in meeting the standard and are now progressing with the transformation to the revised Customer Service Excellence Standard.

 

Customer Service Excellence is the new standard which replaces Charter Mark and is based on the five key drivers of customer satisfaction:

• Customer insight
• The culture of the organisation
• Information and access
• Delivery
• Timeliness and quality of service.

LEXCEL is the Law Society´s Practice Management Quality Mark. The Commission Legal team was awarded the Law Society´s Mark of Evidence in June 2005. Subsequent yearly external audits have reaffirmed the team´s commitment to a Quality and Business focused approach. Annually the external audit highlights key areas of good practice against the requiremnets of the revised standard.

 

FAST: The Fast Programme provides an education programme to the corporate end user on how to achieve excellence in software and IT management.  The Commission has been awarded Bronze and Silver and the top award of GOLD accreditation.

 

Further information in respect of the Commission´s approach to Quality/Business Improvement can be obtained by contacting the Commission’s Performance Improvement manager -