ATIA: ACC-20 - the journey to accessible bakning- the barclays story so far


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Presentation used for ACC-20 at Orlando 2014

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ATIA: ACC-20 - the journey to accessible bakning- the barclays story so far

  1. 1. Session Code:ACC-20 
 The journey to accessible banking: The Barclays story so far Paul Smyth ! Friday 31st January 1.00pm – 2.00pm Handouts are available at: !1
  2. 2. Session overview • Becoming the most accessible and inclusive ‘Go-To’ bank • Organising ourselves for success • Making customers lives easier • Attracting, retaining and developing diverse talent • Commitment, recognition and the future ! But first… a little about the speaker and Barclays… Handouts are available at: !2
  3. 3. Organizing ourselves for success – strategic focus • Group-wide steering committee formed on accessible ICT, including heads of other functions Role of steering committee 1. Help pull together all current accessibility initiatives – Cohesion 2. Prioritise future accessibility activity – Project Mgt 3. Provide senior mgmt backing, support and funding – Resources Overarching objectives 1. Deliver accessible products & services to customers 2. Ensure we recruit, support and develop disabled talent 3. Boost awareness & publicise 3
  4. 4. Organizing ourselves for success – advice Embedding accessibility into an organization’s DNA requires: 1. Strategic focus, executive support and dedicated resource 2. A public declaration / statement of intent 3. Listening, learning and acting on feedback from customers with disabilities 4. Leveraging external experts as well as staff with disabilities 5. Building accessibility into processes and standards Business Disability Forum (BDF) Standard and Accessible Technology Charter used as tools Handouts are available at: 4
  5. 5. Organizing ourselves for success (continued) • ‘Living In Our Customers’ World’ - taking it beyond a tick box • Allowing our colleagues to take part in experiential learning and talking to customers about accessibility Handouts are available at: !5
  6. 6. Making customers’ lives easier We must innovate to become the most accessible ‘Go-To’ bank High visibility debit cards Audio cash machines Voice biometrics Handouts are available at: !6
  7. 7. Making customers lives easier – telephony Text Relay Service BANK Video Relay Service Instant Messaging BANK BANK Relay Operator Relay operator Customer Customer Customer
  8. 8. Making customers’ lives easier – publicity • We’ve also been working hard to ensure that information about the services we offer is itself accessible: 1. 2. 3. 4. Accessibility section within customer mobile banking app Accessibility section within front-line branch staff app Customer self service features to more easily request support Simpler websites and product brochures now containing QR codes Handouts are available at: !8
  9. 9. Attracting, retaining and developing diverse talent • Disability staff network- ‘Reach’ • To inform, educate and support its’ members and wider business on disability matters • Provides consultancy to the business via a user testing panel • ‘Disability Confident’ training for frontline staff • Short mandatory training video created in 2013 to mitigate knowledge gap of frontline staff in generic disability awareness and etiquette as well as specific support and services on offer. • Accessible learning • Development of eLearning standards as well as guidance for face-to-face training course planning and delivery Handouts are available at: !9
  10. 10. Reasonable Adjustments process for staff Process Flow ! ! ! 1) Disabled 2) Occupational ! colleague ! Health (OH) requests ! to conducts RAs ! initial manager ! assessment ! ! ! HR Led 3) Based on nature of adjustments, more detailed face-to-face assessment carried out by OH or external bodies. If costly, govt. support sought 4) Report of recommended adjustments produced and sent to line manager for approval Issues / focus areas ! • No metrics to actively track ! • ‘Informed’ disabled colleagues who know exactly what they need are held up by medical assessments. ! • No active management of product catalogue! • Unnecessary line manager approval step! • Poor awareness of process amongst wider staff 5) Any ‘hard’ adjustments such as IT kit procured and deployed 6) OH follow up with colleague to ensure success of adjustments IT Led Advice to other organisations ! • Central funding and remove local approvals! • Central team to oversee assessments and ordering ! • Fast-track processing for ‘informed users’. ! • Ultimate goal for self service.10
  11. 11. Reasonable adjustments process for staff Handouts are available at: !11
  12. 12. Current challenges and the future We recognise that we are on a journey, so we know the future will present us with some new challenges. For now, our challenges include: 1. Digital correspondence 2. Mental capacity 3. New assistive technology in a corporate environment 4. Awareness and education ! In 2014, our key focus areas : 1. Customer care markers 2. Delegated authority 3. Simplifying banking security 4. Supplier engagement Handouts are available at: 12
  13. 13. Questions?
 Handouts are available at: 13
  14. 14. 
 Thank you for attending this session • CEUs – Session Code: ACC-20 • More info at: • For ACVREP, AOTA and ASHA CEUs, hand in completed Attendance Forms to REGISTRATION DESK at the end of the conference. Please note there is a $15 fee for AOTA CEUs. • For general CEUs, apply online with The AAC Institute: • Session Evaluation • Please help us improve the quality of our conference by completing your session evaluation form. • Completed evaluation forms should be submitted as you exit or to staff at the registration desk. • Handouts • Handouts are available at: • Handout link remains live for 3 months after the conference ends. Handouts are available at: !14