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Getting ICT accessibility right in a large organisation Graeme Whippy Senior Manager, Group Disability Getting ICT accessibility right in a large organisation Graeme Whippy Senior Manager, Group Disability Programme Lloyds Banking Group

Accessify! Accessify!

Computer says no. Computer says no.

Preventing the need for magic Laying a foundation for IT accessibility Preventing the need for magic Laying a foundation for IT accessibility

IT Accessibility at Lloyds Banking Group § Prior to June 2005 there was no IT Accessibility at Lloyds Banking Group § Prior to June 2005 there was no formal or consistent approach to IT Accessibility in (what was) the Lloyds TSB Group nce s dard Bottom-up support erna Stan § Governance – make accessibility mandatory and have a mechanism for dealing with non-compliance. Gov Executive buy-in § Standards – comprehensive set of technical standards (checklists) covering common technologies. Education § Changed with the creation of the IT Accessibility Centre of Excellence following 18 month campaign by GW. § Education – raise awareness about the benefits of accessibility and the technical know-how to achieve it.

Employers’ Forum on Disability Accessibility Maturity Model What does good look like? How do Employers’ Forum on Disability Accessibility Maturity Model What does good look like? How do I know when we’ve got there?

Employers’ Forum on Disability Accessibility Maturity Model Level 1 Level 2 Level 3 Level Employers’ Forum on Disability Accessibility Maturity Model Level 1 Level 2 Level 3 Level 4 Level 5 Informal Defined Repeatable Managed Optimised No senior buy-in Management Awareness Top down commitment Business Value Pioneers and leaders Minimal or unclear Present but not promoted Clear, promoted Publicised and enforced Inspiring and visionary Ad-hoc Reactive Planned Proactive, contracted for Business exemplar Focus on needs of user as Customer Delivery (design, build, test) Rare, ad-hoc Partial, little consultation Fully integrated incl UAT, staff and customers Compliance with standards Integrated with IT Architecture, customer services Accessibility in procurement and supplier contracts Not included, low awareness Baselines Established Integrated Proactive and supportive Suppliers add value, innovation Governance processes and Risk Management Not defined Reactive Defined and monitored Integrated in processes Full assurance Self governing Resources, cost impact Not allocated or controlled Some resource Budget allocation Resources managed Specific funding Accessible business systems incl legacy Low accessibility Limited, legacy not accessible New systems OK, plan for legacy Systems mostly accessible Fully accessible incl. legacy Focus Areas Business drivers Standards and guidance Provision of reasonable adjustments

Employers’ Forum on Disability Accessibility Maturity Model Focus Areas Business drivers Standards and guidance Employers’ Forum on Disability Accessibility Maturity Model Focus Areas Business drivers Standards and guidance Provision of reasonable adjustments Level 1 Level 2 Level 3 Level 4 Level 5 Informal Defined Repeatable Managed Optimised Management Top down No senior buy-in Minimal or unclear Ad-hoc Reactive Delivery (design, build, test) Rare, ad-hoc Accessibility in procurement and supplier contracts Not included, low awareness Governance processes and Risk Management Not defined Resources, cost impact Accessible business systems incl legacy Not allocated or controlled § Business drivers Awareness commitment § Standards and guidance. Business Value Pioneers and leaders Present but not Inspiring and § Provision of Clear, promoted reasonable Publicised and adjustments visionary promoted enforced Proactive, Business § Delivery (design, build, test) Planned contracted for exemplar Focus on needs of user as Customer Integrated § Accessibility Fully UAT, staff in integrated procurement and supplierwith Partial, little Compliance with incl IT Architecture, consultation standards and customers customer services contracts Baselines Proactive and Integrated supportive § Governance processes and risk Established management. Defined and Integrated in Reactive monitored processes Budget allocation Resources managed § Resources, cost impact Some resource Suppliers add value, innovation Full assurance Self governing Specific funding § Accessible business systems including Fully accessible Limited, legacy New systems OK, Systems mostly legacy Low accessibility not accessible plan for legacy accessible incl. legacy

Employers’ Forum on Disability Accessibility Maturity Model Focus Areas Business drivers Standards and guidance Employers’ Forum on Disability Accessibility Maturity Model Focus Areas Business drivers Standards and guidance Provision of reasonable adjustments Level 1 Level 2 Level 3 Level 4 Level 5 Informal Defined Repeatable Managed Optimised No senior buy-in Management Awareness Top down commitment Business Value Pioneers and leaders Minimal or unclear Present but not promoted Clear, promoted Publicised and enforced Inspiring and visionary Business exemplar Focus on needs of user as Customer Compliance with standards Integrated with IT Architecture, customer services Ad-hoc Reactive Delivery (design, build, test) Rare, ad-hoc Accessibility in procurement and supplier contracts Not included, low awareness Governance processes and Risk Management Not defined § Level 1: Informal Proactive, Planned contracted for § Partial, little 2: Defined Level Fully integrated consultation incl UAT, staff and customers Baselines Established Integrated Proactive and supportive Suppliers add value, innovation Reactive Defined and monitored Integrated in processes Full assurance Self governing § Level 3: Repeatable § Level 4: Managed § Level 5: Optimised Resources, cost impact Not allocated or controlled Some resource Budget allocation Resources managed Specific funding Accessible business systems incl legacy Low accessibility Limited, legacy not accessible New systems OK, plan for legacy Systems mostly accessible Fully accessible incl. legacy

Employers’ Forum on Disability Accessibility Maturity Model Level 1 Level 2 Level 3 Level Employers’ Forum on Disability Accessibility Maturity Model Level 1 Level 2 Level 3 Level 4 Level 5 Informal Defined Repeatable Managed Optimised No senior buy-in Management Awareness Top down commitment Business Value Pioneers and leaders Minimal or unclear Present but not promoted Clear, promoted Publicised and enforced Inspiring and visionary Ad-hoc Reactive Planned Proactive, contracted for Business exemplar Focus on needs of user as Customer Delivery (design, build, test) Rare, ad-hoc Partial, little consultation Fully integrated incl UAT, staff and customers Compliance with standards Integrated with IT Architecture, customer services Accessibility in procurement and supplier contracts Not included, low awareness Baselines Established Integrated Proactive and supportive Suppliers add value, innovation Governance processes and Risk Management Not defined Reactive monitored processes § Level 2: Present but not promoted Defined and Integrated in Full assurance Self governing Some resource Budget allocation § Level 3: Clear, promoted Specific funding Focus Areas Business drivers Standards and guidance Provision of reasonable adjustments Standards and guidance § Level 1: Minimal or unclear Resources, cost impact Not allocated or controlled Accessible business systems incl legacy Low accessibility Resources managed § Level 4: Published and enforced Limited, legacy New systems OK, Systems mostly not accessible plan for legacy accessible § Level 5: Inspiring and visionary Fully accessible incl. legacy

Employers’ Forum on Disability Accessibility Maturity Model Level 1 Level 2 Level 3 Level Employers’ Forum on Disability Accessibility Maturity Model Level 1 Level 2 Level 3 Level 4 Level 5 Informal Defined Repeatable Managed Optimised No senior buy-in Management Awareness Top down commitment Business Value Pioneers and leaders Minimal or unclear Present but not promoted Clear, promoted Publicised and enforced Inspiring and visionary Ad-hoc Reactive Planned Proactive, contracted for Business exemplar Focus on needs of user as Customer Delivery (design, build, test) Rare, ad-hoc Partial, little consultation Fully integrated incl UAT, staff and customers Compliance with standards Integrated with IT Architecture, customer services Accessibility in procurement and supplier contracts Not included, low awareness Baselines Established Integrated Proactive and supportive Suppliers add value, innovation Governance processes and Risk Management Not defined Reactive Defined and monitored Integrated in processes Full assurance Self governing Resources, cost impact Not allocated or controlled Some resource Budget allocation Resources managed Specific funding Accessible business systems incl legacy Low accessibility Limited, legacy not accessible New systems OK, plan for legacy Systems mostly accessible Fully accessible incl. legacy Focus Areas Business drivers Standards and guidance Provision of reasonable adjustments

Computer doesn’t say no An efficient workplace adjustment process Computer doesn’t say no An efficient workplace adjustment process

LBG’s Workplace Adjustment Process – Objectives Simplify the process Create a ‘one stop shop’ LBG’s Workplace Adjustment Process – Objectives Simplify the process Create a ‘one stop shop’ for all adjustments Reduce reliance on Line Managers are involved but not driving the process Meet the needs of the individual One size does not fit all Speed up implementation From “far too long” to target of 20 days

LBG’s Workplace Adjustment Process – Overview 3 days Ability. Net Receipt of colleague's initial LBG’s Workplace Adjustment Process – Overview 3 days Ability. Net Receipt of colleague's initial assessment form 15 days Occ Health Straight through order Triage 3 - 30 days Telephone assessment DSE Centralised funding • All costs allocated to business units • Not to LM or individual colleagues On-site assessment Microlink Implement physical adjustments 3 and 12 month review Implement non-physical adjustments

LBG’s Workplace Adjustment Process – IT Adjustments Assistive software need Catalogue item Off catalogue LBG’s Workplace Adjustment Process – IT Adjustments Assistive software need Catalogue item Off catalogue Request installation Request approval Delivered to desktop Governance and testing Installed Packaged

In summary Ensure interoperability Lay at least the foundation of standards, governance, education Cut In summary Ensure interoperability Lay at least the foundation of standards, governance, education Cut out the nonsense Deliver adjustments quickly and efficiently Realize the potential of the technology Enable your people to perform to their personal best