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.
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.
Bottom-up support
 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
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
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
guidanceBusiness Value
Pioneers and
leaders
Publicised and
Present but not
Inspiring and
promoted
 Provision
of Clear,
reasonable
adjustments
promoted
visionary
enforced
Proactive,
Business
 Delivery
(design,
build, test)
Planned
contracted for
exemplar
Focus on needs
of user as
Customer
Fully
Integrated with
 Accessibility
in integrated
procurement
and
Partial, little
Compliance
with supplier
incl UAT, staff
IT Architecture,
consultation
standards
and customers
customer services
contracts
Baselines
Proactive and
Integrated
supportive
 Governance
processes
and
risk
Established
managementDefined 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
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,
Level
2: Defined
Fully integrated
little
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 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
processes
 LevelReactive
2: Presentmonitored
but not promoted
Defined and
Integrated in
Full assurance
Self governing
 Level
Clear,Budget
promoted
Some 3:
resource
allocation
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:legacy
Published
and
Limited,
New systems
OK, enforced
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 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
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
LBG’s Workplace Adjustment Process –
Overview
3 days
AbilityNet
Receipt of
colleague's
initial
assessment
form
15 days
Occ
Health
Straight
through
order
Triage
Telephone
assessment
DSE
Centralised funding
•
All costs allocated to business units
•
Not to LM or individual colleagues
On-site
assessment
3 - 30 days
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
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 out the nonsense
Deliver adjustments quickly and efficiently
Realize the potential of the technology
Enable your people to perform to their personal best