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

Accessify !

Computer says no.

Preventing the need for magic Laying a foundation for IT accessibility

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  Changed with the creation of the IT Accessibility Centre of Excellence following 18 month campaign by GW. Bottom-up support Standards Governance Education Executive buy-in  Standards – comprehensive set of technical standards (checklists) covering common technologies.  Governance – make accessibility mandatory and have a mechanism for dealing with non-compliance.  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 I know when we’ve got there?

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

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

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

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

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

Computer doesn’t say no An efficient workplace adjustment process

LBG’s Workplace Adjustment Process – Objectives Simplify the process Create a ‘one stop shop’ for all adjustments Reduce reliance on Line Managers 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

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

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

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