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Getting ICT Accessibility right in a large organisation. Tim Taylor Manager Diversity & Inclusion Lloyds Banking Group. Lloyds Banking Group. About Lloyds UK’s largest retail bank – around 103,000 employees mainly in the UK. Around 25 million customers.

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getting ict accessibility right in a large organisation

Getting ICT Accessibility right in a large organisation

Tim TaylorManager Diversity & InclusionLloyds Banking Group

lloyds banking group
Lloyds Banking Group
  • About Lloyds
  • UK’s largest retail bank – around 103,000 employees mainly in the UK. Around 25 million customers.
  • Formed following merger of Lloyds TSB Group and HBOS Group in January 2009. UK’s largest integration programme has followed.
  • Under EU Competition Law we must sell 632 branches of Lloyds TSB and Lloyds TSB Scotland plus C & G (Project Verde).
  • An agreement is in place to sell this business to the Co-operative Group along with c 8000 staff and systems.
  • The business is concentrating on its core customers – Retail and SMEs.
  • Main divisions are
  • Retail – c 50,000 people. Branches, call centres etc
  • Group Operations – c 16,000 people. IT, back office functions, Property, Sourcing
  • Insurance – c 7,000 people – Life & General
  • Wholesale – c 10,000 people, includes Commercial & Corporate Banking
  • Wealth & International – c 4000 people
  • Executive Functions – c 8000 people. HR, Finance, Audit, Risk, Legal etc
lloyds banking group disability programme
Lloyds Banking Group – Disability Programme
  • Main Features
  • Executive Sponsorship from Mark Fisher, Group Operations Director.
  • We see IT Accessibility as part of a broad agenda that covers employment, customers and procurement
  • Employment Initiatives
  • Workplace Adjustment Programme
  • Personal and Career Development Programmes
  • Access Disability Network
  • Mandatory e-learning for line managers
  • Customer Service Initiatives
  • Mystery Shops and Focus Groups
  • Structured programme of improvements
  • Procurement
  • Embedding accessibility standards in tender documents and reviews.
  • Helping form and chair the Business Taskforce on Accessible Technology (BTAT)
it accessibility at lloyds banking group

Executive buy-in

Education

Standards

Governance

Bottom-up support

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 Graeme Whippy.
  • 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.
business disability forum accessibility maturity model
Business Disability ForumAccessibility Maturity Model

What does good look like?

How do I know when we’ve got there?

business disability forum accessibility maturity model1

Focus Areas

Level 1

Informal

Level 2

Defined

Level 3

Repeatable

Level 4

Managed

Level 5

Optimised

No senior buy-in

Management Awareness

Top down commitment

Business Value

Pioneers and leaders

Business

drivers

Minimal or unclear

Present but not promoted

Clear, promoted

Publicised and

enforced

Inspiring and visionary

Standards and guidance

Provision of reasonable adjustments

Ad-hoc

Reactive

Planned

Proactive, contracted for

Business exemplar

Focus on needs of user as Customer

Rare, ad-hoc

Partial, little consultation

Fully integrated incl UAT, staff and customers

Compliance with standards

Integrated with IT Architecture, customer services

Delivery (design, build, test)

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

Not allocated or controlled

Some resource

Budget allocation

Resources managed

Specific funding

Resources, cost impact

Low accessibility

Limited, legacy not accessible

New systems OK, plan for legacy

Systems mostly accessible

Fully accessible

incl. legacy

Accessible business systems incl legacy

Business Disability Forum Accessibility Maturity Model
business disability forum accessibility maturity model2
Business Disability ForumAccessibility Maturity Model
  • 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

Focus Areas

Level 1

Informal

Level 2

Defined

Level 3

Repeatable

Level 4

Managed

Level 5

Optimised

No senior buy-in

Management Awareness

Top down commitment

Business Value

Pioneers and leaders

Business

drivers

Minimal or unclear

Present but not promoted

Clear, promoted

Publicised and

enforced

Inspiring and visionary

Standards and guidance

Provision of reasonable adjustments

Ad-hoc

Reactive

Planned

Proactive, contracted for

Business exemplar

Focus on needs of user as Customer

Rare, ad-hoc

Partial, little consultation

Fully integrated incl UAT, staff and customers

Compliance with standards

Integrated with IT Architecture, customer services

Delivery (design, build, test)

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

Not allocated or controlled

Some resource

Budget allocation

Resources managed

Specific funding

Resources, cost impact

Low accessibility

Limited, legacy not accessible

New systems OK, plan for legacy

Systems mostly accessible

Fully accessible

incl. legacy

Accessible business systems incl legacy

business disability forum accessibility maturity model3
Business Disability Forum Accessibility Maturity Model

Focus Areas

Level 1

Informal

Level 2

Defined

Level 3

Repeatable

Level 4

Managed

Level 5

Optimised

  • Level 1: Informal
  • Level 2: Defined
  • Level 3: Repeatable
  • Level 4: Managed
  • Level 5: Optimised

No senior buy-in

Management Awareness

Top down commitment

Business Value

Pioneers and leaders

Business

drivers

Minimal or unclear

Present but not promoted

Clear, promoted

Publicised and

enforced

Inspiring and visionary

Standards and guidance

Provision of reasonable adjustments

Ad-hoc

Reactive

Planned

Proactive, contracted for

Business exemplar

Focus on needs of user as Customer

Rare, ad-hoc

Partial, little consultation

Fully integrated incl UAT, staff and customers

Compliance with standards

Integrated with IT Architecture, customer services

Delivery (design, build, test)

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

Not allocated or controlled

Some resource

Budget allocation

Resources managed

Specific funding

Resources, cost impact

Low accessibility

Limited, legacy not accessible

New systems OK, plan for legacy

Systems mostly accessible

Fully accessible

incl. legacy

Accessible business systems incl legacy

business disability forum accessibility maturity model4
Business Disability Forum Accessibility Maturity Model

Focus Areas

Level 1

Informal

Level 2

Defined

Level 3

Repeatable

Level 4

Managed

Level 5

Optimised

No senior buy-in

Management Awareness

Top down commitment

Business Value

Pioneers and leaders

Business

drivers

Minimal or unclear

Present but not promoted

Clear, promoted

Publicised and

enforced

Inspiring and visionary

Standards and guidance

Provision of reasonable adjustments

Ad-hoc

Reactive

Planned

Proactive, contracted for

Business exemplar

Focus on needs of user as Customer

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

Rare, ad-hoc

Partial, little consultation

Fully integrated incl UAT, staff and customers

Compliance with standards

Integrated with IT Architecture, customer services

Delivery (design, build, test)

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

Not allocated or controlled

Some resource

Budget allocation

Resources managed

Specific funding

Resources, cost impact

Low accessibility

Limited, legacy not accessible

New systems OK, plan for legacy

Systems mostly accessible

Fully accessible

incl. legacy

Accessible business systems incl legacy

business disability forum accessibility maturity model5
Business Disability Forum Accessibility Maturity Model

Focus Areas

Level 1

Informal

Level 2

Defined

Level 3

Repeatable

Level 4

Managed

Level 5

Optimised

No senior buy-in

Management Awareness

Top down commitment

Business Value

Pioneers and leaders

Business

drivers

Minimal or unclear

Present but not promoted

Clear, promoted

Publicised and

enforced

Inspiring and visionary

Standards and guidance

Provision of reasonable adjustments

Ad-hoc

Reactive

Planned

Proactive, contracted for

Business exemplar

Focus on needs of user as Customer

Rare, ad-hoc

Partial, little consultation

Fully integrated incl UAT, staff and customers

Compliance with standards

Integrated with IT Architecture, customer services

Delivery (design, build, test)

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

Not allocated or controlled

Some resource

Budget allocation

Resources managed

Specific funding

Resources, cost impact

Low accessibility

Limited, legacy not accessible

New systems OK, plan for legacy

Systems mostly accessible

Fully accessible

incl. legacy

Accessible business systems incl legacy

computer doesn t say no

Computer doesn’t say no

An efficient Workplace Adjustment process

lbg s workplace adjustment process objectives
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

lbg s workplace adjustment process overview

AbilityNet

Microlink

LBG’s Workplace Adjustment Process – Overview

3 days

15 days

3 - 30 days

Straight through order

Occ Health

Implement physical adjustments

Receipt of colleague's initial assessment form

3 and 12 monthreview

Telephone assessment

Triage

Implement non-physical adjustments

DSE

On-site assessment

  • Centralised funding
  • All costs allocated to business units
  • Not to LM or individual colleagues
lbg s workplace adjustment process it 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

main learning
Main Learning

Senior Leadership Support Executive Sponsor for Disability drives through improvements

Ensure interoperabilityLay the foundation of standards, governance, education

Cut out the nonsense Deliver adjustments quickly and efficiently

Realise the potential of the technologyEnable your people to perform to their personal best