improving government service delivery to minority ethnic ... - NCCRI

Table 9: Data Collected
Yes No Don’t Know Missing
Disability 39 3 11 6
Ethnicity 44 3 7 5
Nationality 40 8 5 6
Community Background 46 3 5 5
Sexual Orientation 17 16 20 6
129_NISRA is the Northern
Ireland Statistical Research
Agency.
The data collected was seen to be either very useful (21 respondents, 36%) or quite useful (18, 31%).
Comments concerning data collection included categorisation and sensitivity:
“ There are some difficulties in terms of categorisation and addressing sensitivities. It
would be useful to get some clear guidance for the Equality Commission and NISRA 129
on how the monitoring of these categories should be developed.”
In addition some respondents felt that data was not ‘uniformly collected’ within their organisations which they
felt needed to be addressed.
Thirty-six percent (21 respondents) felt that the data collected changed service delivery but 48% (28
respondents) did not know if it did. The use of client-based surveys appeared to be important with 45
respondents (76%) stating these were conducted. However less than half (22 repondents, 48% indicated their
organisation conducted client-based surveys) said that the surveys captured information on minority ethnic
communities. It was felt that the data collected helped improve service delivery and address needs in general.
Engagement
Engagement with minority ethnic groups has been discussed throughout this report with many in the
interviews highlighting its importance. The survey found that 71% of the sample (42 respondents) said that
their organisation did consult with clients and potential clients from minority ethnic groups in the planning of
service delivery. Just over two thirds (67%) of the respondents who indicated that their organisation consulted
with minority ethnic groups felt that this consultation was very useful with a further 24% stating it was quite
useful. Only one individual stated that the consultations were not very useful. However, many highlighted that
at times it was difficult to get representatives who were willing to engage, this was also raised in the interviews
conducted. The focus groups also found that many front-line staff were also unaware of initiatives conducted at
head office/senior management level, thus an organisation may have measures in place but staff are not aware
of these.
Initiatives in place to meet the needs of minority ethnic groups focused mainly on interpreting and translating
services. This was mainly highlighted in the case of migrant workers which is not surprising considering the
increasing numbers in the three localities focused upon for this research. Again these issues were also raised
within the focus groups and many front-line staff highlighted the difficulties they encounter in communicating
with minority ethnic groups. However, it was felt by many that their organisations had set up systems to enable
them to deliver a better service and indeed a more equal service to minority ethnic communities.