Describes the approach taken by Merton Library and Heritage Service, part of the London Borough of Merton, to address equalities in a meaningful way. It examines aspects of service delivery and the changing staffing structure. Without appropriate structures and policies to address equality matters, no fundamental change, required for the creation of a service based on principles of social justice, can occur. The underlying vision and philosophy are examined. It has been written for use within the service and to inform others of the successes and failures to date. Based on the experience of the process of change to date, a list is provided of key requirements for creating a service based on principles of equality.
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