Getting ICT Accessibility right in a large organisation

1. Getting ICT Accessibility right in a large organisation Tim TaylorManager Diversity & InclusionLloyds Banking Group

2. 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

3. Lloyds Banking Group 3

4. 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)

5. Laying a foundation for IT accessibility

6. 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.

7. Business Disability ForumAccessibility Maturity Model What does good look like? How do I know when we’ve got there?

8. 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

9. 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

10. 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

11. 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

12. 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

13. Computer doesn’t say no An efficient Workplace Adjustment process

14. 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

15. 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

16. 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

17. 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