Enhancing ethnic access

Thanks for this example:

Idea: Providing access to ethnic minorities to our publications and services was delivered through an annual contract.  However, the usage levels were low resulting in a high cost per transaction (telephone translations, interpreting services etc).  The idea was to move to a "pay as you go" service with significant savings 

Result: Initial indications are a saving of £2,000 pa 

Leadership & follow up: Research by the Customer Service Unit identified alternative suppliers that were willing to supply a demand led service and one has been "appointed" from April 1st 2009.