British Sign Language 5-year plan: Department for Work and Pensions (English and BSL versions)
Published 21 July 2025
Applies to England, Scotland and Wales
© Crown copyright 2025
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This publication is available at https://www.gov.uk/government/publications/british-sign-language-5-year-plan-department-for-work-and-pensions/british-sign-language-5-year-plan-department-for-work-and-pensions-english-and-bsl-versions
BSL version
https://www.youtube.com/watch?v=3WrwZzFyTFI
Foreword
I am delighted to present this 5-year plan of improvements to the Department for Work and Pensions’ (DWP) British Sign Language (BSL) services, which builds upon the foundations we have already laid in the last few years.
This plan falls within DWP’s broader work to develop an Accessibility Framework to change our policies and processes to make accessibility and equality at the centre of our customer experience.
The hallmark of a civilised society is one that improves the day-to-day lives of its citizens and helps them to build a secure and prosperous future, while protecting the most vulnerable.
This is DWP’s mission. It delivers the many different services, programmes and support the department provides across the country, whether that is helping people to thrive in work, ensuring people can enjoy the retirement they deserve, supporting disabled people to live independently or delivering extra financial support to those most in need.
Our values – we deliver, we adapt, we care, we value everybody and we work together – describe DWP when we are at our best.
As a department we continue to recognise the importance and value of BSL. We take our commitments included in this plan seriously and will continuously seek ways to improve the BSL services we offer, to reflect the changes that are taking place and the impact that has on the deaf community.
Neil Couling
Director General, Fraud, Disability and Health
Introduction
DWP is committed to creating accessible communications for BSL users. We have a dedicated BSL YouTube channel that was created over 10 years ago. www.youtube.com/@dwpsign/videos
This was initially used for important announcements, changes in legislation or departmental papers. We recognised we were not doing enough for BSL users and over the last 5 years have really concentrated on improving our BSL content. This action was taken before the implementation or awareness of the BSL Act 2022.
During this time, we have created over 300 BSL videos as part of our commitment to create accessible communications in a variety of formats. During the COVID-19 pandemic, we were one of the few government departments to publish important information and changes in BSL on our channel.
In the 2023 to 2024 reporting period, the Cabinet Office said: “DWP continues to be one of the government departments leading the way on production of BSL public communications.”
Our aim is to build on this reputation and continue to support other government departments with their BSL plans. This action plan shows the steps DWP will take in the short to longer term.
Short to immediate term
Continue to create accessible BSL communications
We are reviewing our existing processes for video production, looking to improve quality standards with a long-term aim of producing more DWP video content in BSL.
Over the last few years, DWP has been one of the biggest producers of BSL content in government. DWP’s communication teams will continue to consider BSL formats whenever they produce or update content. This includes explaining customer journeys, services, and promoting national campaigns and changes to legislation.
We are reviewing existing BSL content on our DWP sign channel ensuring information is accurate, relevant, and up to date.
BSL versions of the green and white papers are available alongside other formats and this will be the case over the next 5 years.
Throughout the 5 years we will continue to iterate by testing new styles and formats to keep BSL users interested and engaged. On our YouTube channel, we have variations of one or two translator style videos, question and answer formats and standard shoot to camera style.
Over the 5 years, we will explore how we can expand beyond BSL to offer other sign language interpretations to ensure our service is representative of our customer base. Some of our communication teams have previously created content in Irish Sign Language, and for some content used a Welsh dialect with Welsh subtitles for customers based in Wales.
Develop BSL video standards for content designers and developers
We will create a set of BSL video standards to bring consistency and clarity for any DWP colleague producing videos.
This will include guidance on optimum caption usage, styles and standards, recommended video size and duration to ensure content is fit for purpose and accessible for our target audience.
Run a yearly campaign of BSL awareness
We will run a yearly campaign of awareness events and activities across DWP. For Sign Language Week 2025, we led and co-ran a BSL presentation designed for all DWP colleagues. This included native speaking BSL colleagues sharing their experiences and raising awareness of the aims and objectives of our 5-year plan.
Increase our engagement with local partners and charities
We will ensure organisations with an interest in BSL are well represented in appropriate stakeholder engagement forums.
We will regularly seek the views of local partners, charities as well as BSL colleagues within DWP to provide insight, feedback and to evaluate our plans as they develop. Internal BSL colleagues have been integral as we tested and developed video content in-house.
We will continue to consider the advice of the BSL Advisory Board on the views of the Deaf community about areas of importance.
Mid to long term
Build capability and knowledge of operational colleagues who support BSL users
Within the first year we will review our learning and development products, including processes for continuous improvement to identify improvements.
In the first year we will ensure that we have easily accessible internal guidance to support our colleagues when booking and using interpreter services. We will review this yearly and when any changes to provision or process is made.
We aim to train our colleagues in D/deaf awareness starting with Disability Employer Advisers, then moving on to Work Coaches and Operational Delivery Colleagues.
We aim to provide deaf awareness training to all DWP colleagues as part of wider accessibility awareness training modules by the end of year 5.
We will regularly review and improve existing instructions for each benefit line and customer journey, ensuring they accurately reflect actions to take for BSL customers.
Review our digital channels and platforms to create greater and better accessibility for BSL users
Within 2 years we will introduce video communications technology to improve access to BSL interpreters for all our customers. We will test and learn using technology to move more interpreter required meetings to digital connectivity where appropriate.
We will continue to consider upcoming technologies and how they can be used to improve our services for BSL users.
We will explore what AI (artificial intelligence) can do for us in the future to enhance our services for BSL users, with the aim of incorporating this technology if and where appropriate within 5 years.