September 2013 - Bron Afon

Measure Commitment Progress
Our switchboard (Helpdesk) staff will answer telephone
calls with a bilingual greeting.
Communication over the
telephone
We will publish names of staff who have Welsh language
skills on the intranet.
We will publish internal guidelines and ensure that front line
staff know how to respond to telephone calls from Welsh
speakers.
• This forms part of our corporate telephone greeting.
• As explained in the update to our monitoring report
2011-12, as part of our regulatory assessment, the
Welsh Regulation Team tested this out and were
appropriately passed to a Welsh speaking member of
staff.
• We are exploring how we can use our mystery
shopping programme to monitor this.
• There is a link from the homepage of Bron Afon’s
intranet site to an internal directory of all staff who can
speak Welsh, their contact details and guidelines for
dealing with telephone calls.
• We regularly promote the guidelines to staff and our
nominated officer is closely working with our helpdesk
staff by attending team meetings to ensure they are
able to respond to requests in Welsh on the telephone.
Public meetings & face to
face meetings
We welcome meetings with the public in Welsh or English
and will provide translation facilities.
• We have arrangements in place to provide translation
where needed.
• We have had no requests for this.
Corporate identity and signs We have a bilingual corporate identity. We have a bilingual identity promoting Bron Afon, our premises
Printed material
When renewing or erecting new signs these will be
bilingual.
We will produce documents that are needed to access our
services for the first time in both languages e.g. leaflets,
application forms and a summary of our Welsh Language
Scheme.
and services.
• As outlined in the ‘Management and Administration of
the Scheme’ section of this report, we reviewed our
processes to address issues raised by complaints.
• Relevant staff have been provided with guidelines to
ensure we are complying with this commitment. Heads
of service have been asked to monitor compliance.
• We reported in our 2011-12 moniotring report, that we
undertook a review of first point of contact information
to ensure this was available on the Welsh page of our
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