
Scottish Government - Reasonable Adjustments
Supporting government staff to do their jobs comfortably
The Challenge
The Scottish Government commissioned Storm ID to undertake a service design project to review and propose a revised approach for delivering a reasonable adjustments service to disabled staff.
The Objectives
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Develop user journeys
Develop clear understanding of current user journeys, barriers to optimum performance and satisfaction levels. -
Comprehensive service proposal
A service proposal that addresses identified opportunities, works for users and has the potential to deliver value, without being limited by current organisational realities. -
Responsibilities
Identification of organisational responsibilities throughout the employment journey.

The 16 themes identified during research were values and culture, experience, language, communication, awareness, guidance, ownership, performance and productivity, process, tools and technologies, cost, and continuous improvement.

This is the exact number of research participants. 28 screen survey respondents, 35 Scottih Government wide survey respondents, 30 interview participants, and 22 workshop participants.
The Insight
Core principles of collaboration and inclusion were followed throughout the project. For example, we actively involved employees and line managers in the identification of any issues and barriers around the reasonable adjustments process.
We also ensured employees and line managers helped make sense of the research findings through sense-making and co-design workshops.
Overall, we engaged with over 70 participants during the project (including both employees and line managers). This included representation across a spectrum of Scottish Government locations, directorates as well as a wide range of disabilities (including physical, cognitive, neurological and mental).
The Outputs
- journey maps of ‘As is’ organisational processes for pre-employment and employment highlighting prioritised key pain points
- prioritised user needs
- to-be vision and journey maps, highlighting key opportunities for service improvement
- development of a reasonable adjustments maturity framework with UK wide benchmarking report to assess progress of the Scottish Government against the framework
Outputs were produced in accessible formats for users who use assistive technologies.
The findings were taken forward by the project steering group and encapsulated with a wider Diversity and Inclusion strategy review.
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