Connecting Employees:  Accessible and Usable systems at RBC October 2010 – CCRW Conference Presented By: Michon Williams S...
Overview <ul><li>About the RBC Business  –  Why we NEED accessible solutions </li></ul><ul><ul><li>Clients with Disabiliti...
About RBC <ul><li>Canada’s largest company by market capitalization </li></ul><ul><li>RBC is #12 among the 15 largest bank...
The Clients We Serve <ul><li>14.3 % (4.4  million)   of the Canadian adult population has a disability  (2006 Census).  Ad...
The Clients We Serve <ul><li>14.3 % (4.4  million)   of the Canadian adult population has a disability  (2006 Census).  Ad...
The Clients We Serve – The Aging Population <ul><li>Seniors are four times more likely than people of working age to have ...
The Clients We Serve – The Aging Population Source:   Human Resources And Social Development Canada (2003/04) Note:   Peop...
About Our Employees – Canadian Representation <ul><li>RBC’s Diversity objectives: </li></ul><ul><li>Representation </li></...
About Our Employees – Canadian Representation <ul><li>Increasing Representation </li></ul><ul><li>112 employees with disab...
About Our Employees - Integration <ul><li>We continue to work for the integration of employees with disabilities into the ...
Providing Service to People with Disabilities <ul><li>RBC Values </li></ul><ul><li>Service  -  Excellent service to client...
Providing Service to People with Disabilities <ul><li>RBC Values </li></ul><ul><li>Service -  Excellent service to clients...
How Persons With Disabilities Use Computers <ul><li>Persons who are blind  listen  to sites/computer screens (using softwa...
IT Accessibility at RBC IT Accessibility supports the processes, tools and technology to deliver a consistently rewarding ...
IT Accessibility at RBC – Adaptive Technologies <ul><li>Adaptive Software: JAWS  </li></ul><ul><ul><li>Job Access With Spe...
IT Accessibility at RBC – Adaptive Technologies Sample ZoomText Features Adaptive Software: Zoomtext Magnifier  An advance...
IT Accessibility at RBC – Features and Settings <ul><ul><li>Many software applications and operating systems have settings...
IT Accessibility at RBC – Web Design Application Development (Build or Buy) Accessible  Web  Design Accessibility features...
IT Accessibility at RBC – Application Development <ul><li>Compatibility between assistive technology products, the operati...
Example:  Supporting a JAWS Home Based Representative <ul><li>For the JAWS User: </li></ul><ul><li>Because of the need to ...
Challenges & Opportunities <ul><li>Working with Vendors and Third-Party Software </li></ul><ul><li>Challenge:  Vendors may...
Challenges & Opportunities <ul><li>Supporting many systems configurations and diverse needs   </li></ul><ul><li>Challenge:...
Summary:  Achieving our vision through Accessible Solutions <ul><li>Who are our Clients? </li></ul><ul><li>People with Dis...
<ul><li>How do we earn the right to be their first choice? (Continued) </li></ul><ul><li>Innovative Solutions </li></ul><u...
The Bottom Line <ul><li>IT Accessibility is not just a regulatory requirement… </li></ul><ul><li>…  It can be a competitiv...
Questions?
Appendices
Appendix: Software & Design Considerations for different employee needs In all cases, follow  World Wide Web Consortium (W...
<ul><li>Websites -  Our goal is to make our websites accessible and usable for all clients and employees. For example: </l...
Serving Our Clients & Employees With Disabilities   Other Accessibility Considerations - ATMs <ul><li>ATMs -  Our network ...
Serving Our Clients & Employees With Disabilities   Other Accessibility Considerations - Branches <ul><li>Branches –  Ensu...
Serving Our Clients & Employees With Disabilities   Other Accessibility Considerations - Branches <ul><li>Office Space Des...
Serving Our Clients & Employees With Disabilities  Other Accessibility Considerations – Printed Materials <ul><li>Printed ...
Serving Our Clients & Employees With Disabilities-  Other Accessibility Considerations – Representation & Premises <ul><li...
More information? Visit us at  http://www.rbc.com/diversity/ or http:// www.rbc.com /accessibility
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Accessible and Usable Systems at RBC

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How we're making systems accessible to people with disabilities. A presentation delivered to the Canadian Council on Rehabilitiation and Work (CCRW) in Toronto, Ontario, October 2010.

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Accessible and Usable Systems at RBC

  1. 1. Connecting Employees: Accessible and Usable systems at RBC October 2010 – CCRW Conference Presented By: Michon Williams Sr Manager, Enterprise Architecture, IT Accessibility & Usability Richard Aubrey Manager, IT Accessibility & Usability
  2. 2. Overview <ul><li>About the RBC Business – Why we NEED accessible solutions </li></ul><ul><ul><li>Clients with Disabilities </li></ul></ul><ul><ul><li>The Aging Population </li></ul></ul><ul><ul><li>Employees with Disabilities </li></ul></ul><ul><li>Accessible Solutions – How we provide service to clients and employees </li></ul><ul><ul><li>What is IT Accessibility? </li></ul></ul><ul><ul><li>How do we make systems accessible? </li></ul></ul><ul><ul><li>How do we “Connect Employees” with disabilities? </li></ul></ul><ul><li>The way forward – Challenges and Opportunities </li></ul>
  3. 3. About RBC <ul><li>Canada’s largest company by market capitalization </li></ul><ul><li>RBC is #12 among the 15 largest banks globally </li></ul><ul><li>Well diversified earnings stream across geographies and products: </li></ul><ul><ul><li>Active in all banking areas in Canada with leading market positions </li></ul></ul><ul><ul><li>Global capabilities in capital markets and wealth management </li></ul></ul><ul><li>Approximately 80,000 employees and more than 18 million clients worldwide </li></ul>Vision: &quot;Always earning the right to be our clients’ first choice&quot; Who are our clients?
  4. 4. The Clients We Serve <ul><li>14.3 % (4.4 million) of the Canadian adult population has a disability (2006 Census). Adults with disabilities: </li></ul><ul><ul><li>11% (3,000,0000) with Mobility, Agility, Pain Challenges </li></ul></ul><ul><ul><li>5.0% (1,265,000) with Hearing Challenges </li></ul></ul><ul><ul><li>3.2% (595,350) with Vision Challenges </li></ul></ul><ul><ul><li>1.9% (480,000) with Speech Challenges </li></ul></ul>
  5. 5. The Clients We Serve <ul><li>14.3 % (4.4 million) of the Canadian adult population has a disability (2006 Census). Adults with disabilities: </li></ul><ul><ul><li>11% (3,000,0000) with Mobility, Agility, Pain Challenges </li></ul></ul><ul><ul><li>5.0% (1,265,000) with Hearing Challenges </li></ul></ul><ul><ul><li>3.2% (595,350) with Vision Challenges </li></ul></ul><ul><ul><li>1.9% (480,000) with Speech Challenges </li></ul></ul><ul><li>18 million clients are served by RBC worldwide . Extrapolating from Canadian data, this * could* mean: </li></ul><ul><ul><li>1,980,000 with Mobility, Agility, Pain Challenges </li></ul></ul><ul><ul><li>900,000 with Hearing Challenges </li></ul></ul><ul><ul><li>576,000 with Vision Challenges </li></ul></ul><ul><ul><li>342,000 with Speech Challenges </li></ul></ul>
  6. 6. The Clients We Serve – The Aging Population <ul><li>Seniors are four times more likely than people of working age to have a disability </li></ul><ul><li>In 2006 , “Boomers” started turning 60 </li></ul><ul><li>By 2026 , the number of Canadian seniors is projected to increase from 4.3 million to 8.0 million </li></ul><ul><li>Approximately 420MM people worldwide are age 65+, and this is also expected to increase dramatically by 2026 </li></ul><ul><li>(Statistics Canada, 2006/07) </li></ul>
  7. 7. The Clients We Serve – The Aging Population Source: Human Resources And Social Development Canada (2003/04) Note: People living in institutions and people residing in Yukon, the Northwest Territories, Nunavut and on First Nations reserves were excluded from the survey. Disability Rates By Age Seniors often have special technology and service needs. They also are likely to have disposable income and retirement investments – and will want financial services that work for them! By 2026, if there are 8.0 million seniors, there could be 3.3 million seniors with disabilities
  8. 8. About Our Employees – Canadian Representation <ul><li>RBC’s Diversity objectives: </li></ul><ul><li>Representation </li></ul><ul><li>RBC has close to 80,000 full and part-time employees </li></ul><ul><li>About 4,500 employees (5.8%) employees report that they consider themselves to have a disability </li></ul>To leverage diversity for the growth of RBC and the success of the clients and communities we serve To be the financial institution of choice for diverse clients To be a recognized leader in workforce diversity
  9. 9. About Our Employees – Canadian Representation <ul><li>Increasing Representation </li></ul><ul><li>112 employees with disabilities were hired in 2009 </li></ul><ul><ul><li>84% were recruited through the Pursue your Potential (PyP) program </li></ul></ul><ul><ul><li>The Pursue your Potential program helps recruiters: </li></ul></ul><ul><ul><li>Facilitate accommodation requests during the interview process </li></ul></ul><ul><ul><li>Proactive discussions with managers to help identify candidates with disabilities in order to help us achieve equitable and representative workforce. </li></ul></ul><ul><ul><ul><li>130 internships have been provided to date through partnership with Ability Edge, a paid internship program for graduates with disabilities. RBC has partnered with Ability Edge since its inception. </li></ul></ul></ul><ul><li>Hired 7 Paralympians as part of the RBC Olympians program in 2009 </li></ul>
  10. 10. About Our Employees - Integration <ul><li>We continue to work for the integration of employees with disabilities into the workplace: </li></ul><ul><ul><li>Visibility – Top Intranet Story on the IT Accessibility team! </li></ul></ul><ul><ul><li>Career Development – Partnered with Ryerson University to discover how people with disabilities develop careers inside organizations </li></ul></ul><ul><ul><li>Workplace Accommodation Advisor Position — to improve our approach to accommodation, learning resources and talent management </li></ul></ul><ul><ul><li>REACH – An employee resource group to connect employees with disabilities, managers, and leaders </li></ul></ul><ul><ul><li>More about connecting systems users later in this presentation… </li></ul></ul>
  11. 11. Providing Service to People with Disabilities <ul><li>RBC Values </li></ul><ul><li>Service - Excellent service to clients and each other </li></ul><ul><li>Teamwork - Working together to succeed </li></ul><ul><li>Responsibility - Personal responsibility for high performance </li></ul><ul><li>Diversity - Diversity for growth and innovation </li></ul><ul><li>Integrity - Trust through integrity in everything we do </li></ul>How do we EARN the right to be our clients’ first choice?
  12. 12. Providing Service to People with Disabilities <ul><li>RBC Values </li></ul><ul><li>Service - Excellent service to clients and each other </li></ul><ul><ul><ul><li>Service BEYOND accommodation </li></ul></ul></ul><ul><li>Teamwork - Working together to succeed </li></ul><ul><ul><ul><li>Consulting employees with disabilities </li></ul></ul></ul><ul><li>Responsibility - Personal responsibility for high performance </li></ul><ul><ul><ul><li>Accountability for delivering accessible solutions </li></ul></ul></ul><ul><li>Diversity - Diversity for growth and innovation </li></ul><ul><ul><ul><li>Workforce representation and visibility </li></ul></ul></ul><ul><li>Integrity - Trust through integrity in everything we do </li></ul><ul><ul><ul><li>Continuous investment in improvement </li></ul></ul></ul>How do we EARN the right to be our clients’ first choice? Excellent service requires us to understand and address diverse needs of our clients AND employees…including access to systems!
  13. 13. How Persons With Disabilities Use Computers <ul><li>Persons who are blind listen to sites/computer screens (using software that reads aloud what is on-screen, like JAWS) </li></ul><ul><li>Persons with low vision may require larger fonts or screen magnification (using software that enlarges the screen, like ZoomText) </li></ul><ul><li>Persons with color blindness cannot differentiate between some colour combinations (e.g., red/green) </li></ul><ul><li>Persons who are deaf require closed captioning or text transcript of video and/or audio files </li></ul><ul><li>Persons with mobility issues use the keyboard or an adaptive hardware or software (e.g., sip-and-puff, voice recognition) </li></ul>Blindness Low Vision Color Blind Mobility Deaf
  14. 14. IT Accessibility at RBC IT Accessibility supports the processes, tools and technology to deliver a consistently rewarding customer experience to a broader base of the population, including aging consumers and people with disabilities. Application Development (Build or Buy) Approaches to developing and considerations for purchasing applications that are accessible to all employees. Accessible Web Design Approaches that make it easier for people with certain disabilities to access online content and use online services Accessibility features and settings Operating system and software options allowing users to adjust and customize their computer to meet their vision, dexterity and hearing needs. Adaptive technology Special hardware or software programs that are specially designed to accommodate either a specific disability or multiple disabilities.
  15. 15. IT Accessibility at RBC – Adaptive Technologies <ul><li>Adaptive Software: JAWS </li></ul><ul><ul><li>Job Access With Speech (JAWS) </li></ul></ul><ul><ul><li>Developed for computer users whose vision loss prevents them from seeing screen content, JAWS reads aloud what's on the PC screen </li></ul></ul><ul><li>Adaptive Technology Hardware & Software Team </li></ul><ul><ul><li>Working with our IT Accessibility team, this group manages CCRW employee accommodation requests for adaptive hardware and software, qualifies adaptive technologies on RBC employee systems, manages adaptive software licenses and tracks a centralized budget for adaptive technologies </li></ul></ul>Application Development (Build or Buy) Accessible Web Design Accessibility features and settings Adaptive technologies
  16. 16. IT Accessibility at RBC – Adaptive Technologies Sample ZoomText Features Adaptive Software: Zoomtext Magnifier An advanced screen magnification program that enlarges and enhances everything on the computer screen, making your computer easier to see and use. Application Development (Build or Buy) Accessible Web Design Accessibility features and settings Adaptive technologies
  17. 17. IT Accessibility at RBC – Features and Settings <ul><ul><li>Many software applications and operating systems have settings that make it easier for users to see, hear, and interact with their computer </li></ul></ul><ul><ul><li>Adaptive Technology User Groups - By building employee communities focused on specific Adaptive Technologies (e.g. JAWS and Zoomtext), employees can: </li></ul></ul><ul><ul><ul><ul><li>Share best practices on these tools and other software settings </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Develop new relationships, share successes, and participate in developing solutions to common software challenges </li></ul></ul></ul></ul><ul><ul><li>Software Customization – We provide custom adaptive technology solutions (JAWS scripts) and tools (e.g. macros for Zoomtext users) to allow employees to reach their full potential </li></ul></ul>Accessibility features and settings Application Development (Build or Buy) Accessible Web Design Adaptive technology
  18. 18. IT Accessibility at RBC – Web Design Application Development (Build or Buy) Accessible Web Design Accessibility features and settings Adaptive technologies <ul><li>IT Accessibility consults on standards and provides guidelines for online development in order to increase the accessibility and usability of employee and client online experiences inside and outside of the company </li></ul><ul><ul><li>E.g. </li></ul></ul><ul><ul><li>Text enlargement </li></ul></ul><ul><ul><li>Text equivalents of photos, graphics, and online forms that work with assistive screen readers </li></ul></ul>
  19. 19. IT Accessibility at RBC – Application Development <ul><li>Compatibility between assistive technology products, the operating system, and software applications is critical for assistive technology products to function properly </li></ul><ul><li>What we do - Project Certification </li></ul><ul><ul><li>All IT development projects, including vendor developed, packaged software and in-house development, must go through IT Accessibility certification </li></ul></ul><ul><ul><li>This process is in place to ensure that projects follow W3C WCAG, Microsoft, IBM, Adobe, etc accessibility best practices for developing software and web applications </li></ul></ul>Application Development (Build or Buy) Accessible Web Design Accessibility features and settings Adaptive technologies
  20. 20. Example: Supporting a JAWS Home Based Representative <ul><li>For the JAWS User: </li></ul><ul><li>Because of the need to quickly and efficiently access many systems while speaking to the customer, remotely. RBC applications need to be accessible and also usable . </li></ul><ul><li>This is accomplished by developing our RBC applications with Accessibility standards in mind, as well as customizing JAWS scripts that allow very quick random access to screen information. The IT Accessibility Certification process enables us to ensure these considerations are made. The applications are validated and tested by IT Accessibility consultants who have visual impairments and who also use JAWS. </li></ul><ul><li>Our home-based JAWS user can connect with other users to share best practices through the RBC JAWS user group. </li></ul>Role Description: This employee takes customer calls for Visa Account inquiries, and with the customer on the line, accesses numerous RBC applications to be able to promptly and efficiently service customers needs (checking credit card balances, making adjustments to accounts, etc.) This is a fast paced, multi-tasking role where performance is based on the number of calls that can be processed while maintaining customer satisfaction. Working from home this call center home based rep requires a dedicated telephone line to receive customer calls and an RBC computer with numerous RBC applications installed.
  21. 21. Challenges & Opportunities <ul><li>Working with Vendors and Third-Party Software </li></ul><ul><li>Challenge: Vendors may not have the same accessibility standards as we do </li></ul><ul><li>Opportunity: </li></ul><ul><ul><li>Work with vendors and 3 rd party suppliers of business software packages / applications to create awareness and ensure that contract negotiations include accessibility requirements = an eventual and progressive improvement </li></ul></ul><ul><ul><li>Work closely with Microsoft, Adobe, IBM and others who supply technologies to ensure that direction is included to advise developers how to create accessible solutions </li></ul></ul><ul><ul><li>Continue to provide custom adaptive technology solutions (JAWS scripts) and tools (macros for Zoomtext users) to allow employees to reach their full potential </li></ul></ul>
  22. 22. Challenges & Opportunities <ul><li>Supporting many systems configurations and diverse needs </li></ul><ul><li>Challenge: Employees and clients have varied access challenges, use different adaptive technologies (which can frequently change), and may use different computer systems to access RBC websites </li></ul><ul><li>Opportunity: </li></ul><ul><ul><ul><li>Stay abreast of international guidelines for accessibility (W3C WCAG 2) </li></ul></ul></ul><ul><ul><ul><li>Invite and respond to client feedback for continuous improvement </li></ul></ul></ul><ul><ul><ul><li>Reach out to our employee communities to gauge how we’re doing </li></ul></ul></ul><ul><ul><ul><li>Consider our IT solutions as a portfolio, and make investments where we will have the greatest impact on our clients’ and employees’ experience </li></ul></ul></ul>
  23. 23. Summary: Achieving our vision through Accessible Solutions <ul><li>Who are our Clients? </li></ul><ul><li>People with Disabilities make up 14.3% of the Canadian population </li></ul><ul><li>43.4% of seniors (over 65) have disabilities, often requiring adaptive technologies </li></ul><ul><li>As the population ages (from 4.3MM seniors in 2006 to over 8MM in 2026), the need for Accessible solutions will continue to grow </li></ul><ul><li>How do we earn the right to be their first choice? </li></ul><ul><li>1. Employee Representation & Visibility </li></ul><ul><li>Hire, develop and promote the best talent – including employees with disabilities </li></ul><ul><li>Continue to invest in making our internal systems more accessible and usable </li></ul><ul><li>Ensure employee representation of different disabilities and use that insight to develop and test the best possible solutions </li></ul><ul><li>Connect employees (both with and without disabilities) in order to share insights and improve retention through a feeling of community </li></ul>
  24. 24. <ul><li>How do we earn the right to be their first choice? (Continued) </li></ul><ul><li>Innovative Solutions </li></ul><ul><li>Scope out new technologies and develop new solutions with accessibility in mind </li></ul><ul><li>Strive for “Usability” as well as “Accessibility” </li></ul><ul><li>3. Accountability </li></ul><ul><li>All IT Projects must go through IT Accessibility Certification </li></ul><ul><li>Exemptions require Senior Executive Approval </li></ul><ul><li>Continuous Improvement </li></ul><ul><li>Knowing that resources aren’t infinite, consider our portfolio of applications / software and make targeted and continuous investment where we can have the greatest impact </li></ul>Summary: Achieving our vision through Accessible Solutions
  25. 25. The Bottom Line <ul><li>IT Accessibility is not just a regulatory requirement… </li></ul><ul><li>… It can be a competitive differentiator … </li></ul><ul><li>… enabling us to be an employer of choice … </li></ul><ul><li>… and the first choice for our clients. </li></ul>
  26. 26. Questions?
  27. 27. Appendices
  28. 28. Appendix: Software & Design Considerations for different employee needs In all cases, follow World Wide Web Consortium (W3C), Web Content Accessibility Guidelines (WCAG), Microsoft, IBM, Adobe, and other Accessibility Guidelines Other Visual Needs ( E.g. Color Blind) Low Vision Blind Mobility / Agility Hearing No Specific Software (Software Application Design must compensate) Zoomtext (Screen Magnifier) JAWS (Screen Reader) Optical Character Recognition (OCR) software (e.g. Kurzweil) Dragon Naturally Speaking (Speech to Text Software) SwiftText (Assists with Limited Dexterity) No Specific Software (Applications need to have alternative to sound) Adaptive Technology Software Examples Design Approaches ( e.g. High Contrast, Asterix instead of red to highlight, etc.) Custom Tools Custom JAWS scripting Keyboard Accessibility Video close captioning Other Systems or Design Considerations
  29. 29. <ul><li>Websites - Our goal is to make our websites accessible and usable for all clients and employees. For example: </li></ul><ul><ul><li>We use high-contrast colours — one way of making our pages easier to read for people with vision problems. </li></ul></ul><ul><ul><li>Alternative text is provided for images (particularly important if for screen-reading software such as JAWS) </li></ul></ul><ul><ul><li>Instructions on buttons and links that open a new window </li></ul></ul><ul><ul><li>Headings to show the relative importance of information on a page </li></ul></ul><ul><ul><li>Flexibility not to use a mouse — interactive functions are available using the keyboard </li></ul></ul><ul><ul><li>Alternative ways of communicating information other than through colour for people who cannot distinguish easily between colours </li></ul></ul><ul><li>Ongoing Improvements </li></ul><ul><ul><li>Our guidelines are based on the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines. We continue to review all of our websites for ease and accessibility. </li></ul></ul><ul><li>Did You Know? </li></ul><ul><ul><li>RBC receives over 90 million visits to its websites every month. </li></ul></ul>Serving Our Clients & Employees With Disabilities Other Accessibility Considerations - Websites
  30. 30. Serving Our Clients & Employees With Disabilities Other Accessibility Considerations - ATMs <ul><li>ATMs - Our network of over 4050 banking machines is the largest in Canada — and we're continuing to expand. We have plans to set up more than 400 new machines by 2010. </li></ul><ul><li>Setting ATM Standards </li></ul><ul><ul><li>We worked with the Canadian Standards Association (CSA) to shape the industry standard for barrier-free ATMs. We were the first bank worldwide to provide audio-enabled or &quot;talking&quot; ATMs — and our prototype was adopted as the de facto standard by both the CSA and other standards organizations around the world. </li></ul></ul><ul><li>ATM Availability </li></ul><ul><ul><li>In 2007, clients had access to 600 talking bank machines across Canada and more than 800 machines designed for easier access by people using wheelchairs. </li></ul></ul>
  31. 31. Serving Our Clients & Employees With Disabilities Other Accessibility Considerations - Branches <ul><li>Branches – Ensuring equal access to both our spaces and our services is a priority for RBC. As we make ongoing accessibility improvements, we involve our employees, clients, industry specialists and other stakeholders in the process. </li></ul><ul><li>Our Commitment to Barrier-Free Spaces – To better accommodate clients and staff with disabilities, we're committed to providing barrier-free accessibility where we operate. This is reflected in the design of all our new branches, and, where possible, in our renovations. For example, we provide: </li></ul><ul><li>Automated/accessible doors and vestibules </li></ul><ul><ul><li>Barrier-free ramps to vaults and service areas </li></ul></ul><ul><ul><li>ATMs built to be barrier-free including lowered mounting heights; some are also equipped with Braille </li></ul></ul><ul><ul><li>Barrier-free washrooms in every new branch </li></ul></ul><ul><ul><li>Barrier-free safety deposit box booths in new branches </li></ul></ul><ul><ul><li>Where available, at least one parking space reserved for customers with disabilities </li></ul></ul><ul><ul><li>Signs specially placed and designed to accommodate the visually impaired </li></ul></ul><ul><ul><li>Mailboxes adapted for wheelchair access </li></ul></ul><ul><ul><li>Lifts or elevators in new multi-level branches </li></ul></ul><ul><ul><li>We're also working with our landlords to reduce barriers to accessibility in the buildings we lease. </li></ul></ul>
  32. 32. Serving Our Clients & Employees With Disabilities Other Accessibility Considerations - Branches <ul><li>Office Space Design </li></ul><ul><li>We've put accessible furniture in office spaces where our representatives meet with clients. For example, some of our tables have tops that can be easily raised, lowered or tilted to adjust to the needs of people in wheelchairs. </li></ul><ul><li>Accessibility Design Standards </li></ul><ul><li>We provide a short DVD-based course to inform our employees about the new national design standards and how the new features should be used to provide the best experience for all our clients. The training also teaches branch staff about the importance of accessibility in the new design and why certain areas need to be kept clear of clutter. </li></ul><ul><li>Our physical locations are audited periodically for their accessibility, so that we can identify and remove barriers to people with disabilities. Today, approximately 90 per cent of RBC Royal Bank and RBC Bank (formerly RBC Centura) branches are wheelchair-accessible. </li></ul>
  33. 33. Serving Our Clients & Employees With Disabilities Other Accessibility Considerations – Printed Materials <ul><li>Printed materials in alternative formats </li></ul><ul><li>Clients can receive many RBC materials in a number of formats, including large type, audio cassettes, Braille and e-text. Over 800 RBC clients receive Braille statements. </li></ul><ul><li>New and Improved Braille Statements Introduced in 2008 </li></ul><ul><li>Our new and improved Braille-embossed statements for personal deposit account clients are based on community feedback and today's industry standards. Changes in 2008 included: </li></ul><ul><ul><li>A new &quot;Contact us&quot; section, providing both a phone number and website information </li></ul></ul><ul><ul><li>Transaction descriptions that clearly identify the type of transaction performed. For example: </li></ul></ul><ul><ul><ul><li>&quot;IDP purchase&quot; now listed as &quot;INTERAC purchase&quot; </li></ul></ul></ul><ul><ul><ul><li>&quot;RFX — WD&quot; now reads &quot;Royal Foreign Exchange withdrawal&quot; </li></ul></ul></ul><ul><ul><ul><li>&quot;WB TRANSFER&quot; now reads Wireless Banking fund transfer </li></ul></ul></ul><ul><li>A new summary section with the account's opening and closing balances, total deposits and withdrawals for the period (this section also includes branch address information and a description of the account type.) </li></ul><ul><li>The inclusion of all statement messages on the Braille statement </li></ul><ul><li>The use of both sides of the paper to print the statement </li></ul>
  34. 34. Serving Our Clients & Employees With Disabilities- Other Accessibility Considerations – Representation & Premises <ul><li>RBC Employees </li></ul><ul><li>Workplace diversity is one of our core values, and from a business perspective, it's one of our greatest competitive advantages. </li></ul><ul><li>It ensures our ability to compete and serve clients well by allowing us to grow our intellectual capital. </li></ul><ul><li>Diversity for Growth and Innovation </li></ul><ul><li>Our goal is to foster a work environment that brings out the best in everyone, provides opportunities for talented employees of all backgrounds, and leads to innovations for clients and communities. </li></ul><ul><li>See “About our Employees” slide for information on how we strive to provide opportunities for talented people with disabilities. </li></ul><ul><li>Premises and Information Access </li></ul><ul><li>We're also committed to providing access, both to our premises and to information, for our employees who have disabilities, including: </li></ul><ul><ul><li>Providing a barrier-free workplace </li></ul></ul><ul><ul><li>Requiring all new and renovated buildings to be wheelchair-accessible for both clients and employees </li></ul></ul>
  35. 35. More information? Visit us at http://www.rbc.com/diversity/ or http:// www.rbc.com /accessibility

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