A Madrid-based social enterprise helps the multinational electric utility company Endesa improve its accessibility.

ILUNION

ILUNION is one of the largest social enterprises globally. Established over 30 years ago by ONCE Social Group in Spain, this organization comprises multiple companies dedicated to supporting individuals with disabilities. Today, ILUNION employs 40,000 people across a diverse range of sectors, including cleaning, customer support, hospitality, distribution, and consultancy services.

One of its affiliate companies, ILUNION Accesibilidad, specializes in tailored solutions to address the accessibility and inclusion needs of companies. They offer consulting services to private and public organizations, helping improve their accessibility. The social enterprise brings together various experts on this topic: i.e architects who enable buildings to be accessible to people with disabilities or IT professionals who audit web applications to make sure they are easy to use for everyone (including people with hearing or visual impairments). ILUNION Accesibilidad also offers customer support services and various accessibility products: such as magnetic loops (which turn waves into electrical signals for people with hearing impairments) or various signalisation tools.

The partnership with Endesa

Endesa is the leading company in the Spanish electricity sector and the second largest operator in the Portuguese electricity market. The multinational company seeks to create a new energy model based on clean energy, respect for the environment, and sustainable development, underpinned by the core value of leaving no one behind.

The company has pledged its support to the Valuable 500 project, a global initiative that puts disability and inclusion on the agenda of the worlds’ leading companies. In pursuit of this commitment, Endesa sought a partner to evaluate and enhance the accessibility of its services and solutions, leading to a strategic partnership with Ilunion Accessibilidad in 2021.

ILUNION Accessibilidad conducted three studies to evaluate Endesa's accessibility standards. The first one focused on online customer support channels (website, customer service call center, live chat) to make sure that all of them are accessible for people with disabilities, while the second study focused on in-person channels and physical service points. In the third research area, ILUNION conducted a market research to identify potential tools and technological solutions Endesa could implement to enhance accessibility for people with disabilities.

Implementing ILUNION’s recommendations, the company introduced magnetic loops in 11 of its commercial offices to cater to customers with hearing impairments. The loops were manufactured and sold by ILUNION Accessibilidad itself.

Furthermore, Endesa installed queue ticket dispensers and queue management webapps at its physical customer points. The ticket dispensers feature a button that redirects people with disabilities to designated service desks equipped with phones and screens accessible to those with visual impairments. The queue management web app allows customers to get a virtual ticket, indicating their disability and appearing in person only when their number is called.

Currently, ILUNION is developing a guide for Endesa on effectively interacting for all those people who may require special treatment. All these initiatives strive to help the multinational company set up strong social inclusion and accessibility systems.

The Impact

Out of ILUNION Accessibilidad’s total workforce (140 employees), 70% are individuals with disabilities
11 Endesa commercial offices were equipped with magnetic loops for people with hearing impairments
Increase of accessibility within online and physical channels: Obstacles have been eliminated in the company’s commercial offices and 230+ service points

“ILUNION Accessibility is a company within the ILUNION Group dedicated to improve accessibility in both physical and digital environments, ensuring that everyone, including people with disabilities, can access services and products on equal terms. ILUNION Accessibility’s primary mission is to significantly contribute to social and workplace inclusion, promoting diversity and equal opportunities. Furthermore, their work serves as a model for other companies and organizations, encouraging them to adopt inclusive practices that not only benefit society but also enhance their outcomes.”

- Sergio Verdasco Gil, Business Director at ILUNION Accessibility

“At Endesa, we strive to ensure excellence in our relationships with society, with an inclusive approach where everyone has the opportunity to access products and services that meet their needs and circumstances.”

- Magdalena Zamorano Alvarez, Market Sustainability Project Manager at Endesa