1. Digital Barriers:Set Up and Operation of a National Helpdesk Christian Radek Ph.D., BAG SELBSTHILFE/Di-Ji Funded by:
2. Overview The Di-Ji Project Legal Background Digital Barriers Helpdesk Operation Examples – Web barriers – Barriers and public digital terminals
3. Digital Barriers Set Up and Operation of a National HelpdeskTHE DI-JI PROJECT
4. The Di-Ji Project„Digitally informed – integrated at work“ National German Project funded by: – The Ministry for Labour and Social Affairs – Runtime is 36 months Project Consortium – BAG SELBSTHILFE – FTB – Sozialverband VdK – Supported by TU Dortmund
5. Goals Access to the work environment – Education, Work, Commuting, Taxes, … Removal of digital barriers Improve and secure quality – Ensure sustainable accessibility Provision of guidelines (How to …) and target agreements Raise public awareness Promote Universal Design
6. Digital Barriers Set Up and Operation of a National HelpdeskLEGAL BACKGROUND
7. Legal Background UN Convention on the rights of people with disabilities (e.g. Article 9) Law against the Discrimination of People with Disabilities BGG §4 Accessible Information Technology by law (BITV) in effect since: – 1.0 (17.07.2002) based on WCAG 1.0 – 2.0 (22.09.2011) based on WCAG 2.0
8. Three areas Legally only government agencies and authorities are required to provide accessible ICT. Private organisation, companies, or firms are not required to provide accessible ICT. Gray area: – Organisations linked to the government – Companies which are subcontracted by the authorities – Projects funded by the government
9. Digital Barriers Set Up and Operation of a National HelpdeskDIGITAL BARRIERS
10. Digital Barriers Barriers in ICT – World Wide Web • Web pages, web applications (Online banking), multimedia • Networking (Facebook, Twitter, …) – Online Documents • PDF, MS Word documents – Software • Operating System • Programms (e.g. tax computation / refund) – Public Digital Terminals (PDTs) • Automated Teller Machines (ATMs)
11. Digital Barriers Set Up and Operation of a National HelpdeskHELPDESK OPERATION
12. How to report? Barriers can be reported by: – Phone – Fax – E-Mail – A simple web form (to state the problem) – A more detailled web form
13. Further steps Assessment of the problem – Confirmation of the barrier – Identification of the underlying cause Contact the owner, manufacturer … – State the problem • What is the problem? For whom is it a problem? – Identify the cause • The problem is caused by … – Provision of advice • Do, use, change etc.
14. Reaction Response – No response (2nd attempt is made by us) – Acknowledgement of the problem, but failure to resolve it because of • customer requirements • corporate identity – Promises to solve the problem at some point in the future (e.g. re-launch in x months). – To stop work with a subcontractor Information of the outcome is given to the person who reported the problem.
15. Digital Barriers Set Up and Operation of a National HelpdeskEXAMPLES
16. Top 7 Web Barriers1. Insufficient colour contrast.2. Missing alternative text for non-text objects (e.g. images).3. Incorrect or missing link between form field and label.4. No use, incorrect use, or incorrect order of heading tags.5. Mouse versus keyboard access.6. CAPTCHAS.7. Links opening in new widow or tab.
17. Public Digital Terminals (Mr. Languth-Wasem, Vice President BAG SELBSTHILFE)