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Getting ICT accessibility right in a large organisation Graeme Whippy Senior Manager, Group Disability Programme Lloyds Banking Group
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Getting ICT accessibility right in a large organisation
Graeme WhippySenior Manager, Group Disability ProgrammeLloyds Banking Group
Accessify!Accessify!
Computer says no.
Preventing the need for magicLaying 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
Sta
nd
ard
s
Go
vernan
ce
Ed
uca
tio
n
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 accessibleincl. 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 assuranceSelf 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-hocReactive
Low accessibility
Partial, little consultation
BaselinesEstablished
Budget allocation
Top down commitment
Publicised andenforced
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
InformalLevel 2
DefinedLevel 3
RepeatableLevel 4
ManagedLevel 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 accessibleincl. 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 assuranceSelf 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-hocReactive
Low accessibility
Partial, little consultation
BaselinesEstablished
Budget allocation
Top down commitment
Publicised andenforced
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
InformalLevel 2
DefinedLevel 3
RepeatableLevel 4
ManagedLevel 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 accessibleincl. 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 assuranceSelf 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-hocReactive
Low accessibility
Partial, little consultation
BaselinesEstablished
Budget allocation
Top down commitment
Publicised andenforced
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
InformalLevel 2
DefinedLevel 3
RepeatableLevel 4
ManagedLevel 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 accessibleincl. 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 assuranceSelf 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-hocReactive
Low accessibility
Partial, little consultation
BaselinesEstablished
Budget allocation
Top down commitment
Publicised andenforced
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
InformalLevel 2
DefinedLevel 3
RepeatableLevel 4
ManagedLevel 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 accessibleincl. 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 assuranceSelf 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-hocReactive
Low accessibility
Partial, little consultation
BaselinesEstablished
Budget allocation
Top down commitment
Publicised andenforced
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
InformalLevel 2
DefinedLevel 3
RepeatableLevel 4
ManagedLevel 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 processCreate a ‘one stop shop’ for all adjustments
Reduce reliance on Line ManagersLine Managers are involved but not driving the process
Meet the needs of the individualOne size does not fit all
Speed up implementationFrom “far too long” to target of 20 days
MicrolinkAbilityNet
LBG’s Workplace Adjustment Process – Overview
Receipt of colleague's
initial assessment
form
Receipt of colleague's
initial assessment
form
Straight through
order
Straight through
order Implement physical
adjustments
Implement physical
adjustments3 and 12 monthreview
3 and 12 monthreview
Telephone assessmentTelephone
assessment
On-site assessment
On-site assessment
Implement non-physical adjustments
Implement non-physical adjustments
Occ Health
Occ Health
TriageTriage
Centralised funding
• All costs allocated to business units
• Not to LM or individual colleagues
15 days 3 - 30 days
DSEDSE
3 days
LBG’s Workplace Adjustment Process – IT Adjustments
Off catalogueCatalogue item
Assistive software
need
Assistive software
need
Request installation
Request installation
Delivered to desktop
Delivered to desktop
InstalledInstalled
Request approvalRequest approval
Governance and testingGovernance and testing
PackagedPackaged
In summary
Ensure interoperabilityLay at least the foundation of standards, governance, education
Cut out the nonsense Deliver adjustments quickly and efficiently
Realize the potential of the technologyEnable your people to perform to their personal best
