Lloyds Banking Group lacked a formal approach to IT accessibility prior to 2005 but then created an IT Accessibility Centre of Excellence. This established comprehensive technical standards, made accessibility mandatory by including it in lifecycles and having mechanisms to address non-compliance, and raised awareness of accessibility benefits and how to achieve it. HMRC focuses on standards and testing for customer and staff systems, as well as a reasonable adjustments process and consultation. Royal Mail promotes accessibility to reduce costs, increase conversions, enhance search engine optimization, avoid reputational and legal risks, and future proof their mobile systems.

1. Workshop B Building your accessibility action plan Paul Day Chief of Staff Employers’ Forum on Disability

2. Graeme Whippy Group Disability Programme Lloyds Banking Group

4. Sean Smith IT Accessibility Manager HMRC

6. Robert Wemyss Head of Accessibility Royal Mail Group

8. Paul Day Chief of Staff, Employer’s Forum on Disability Graeme Whippy Group Disability Programme, Lloyds Banking Group Sean Smith IT Accessibility Manager, HMRC Robert Wemyss Head of Accessibility, Royal Mail Group Sarah Foxall Citizenship Manager, Microsoft

10. Accessibility Maturity Model Scorecard All legacy systems made accessible Suppliers partnerships Specific funding for innovation / user empowerment Pioneers and leaders Legacy Systems Procurement and Supplier Contracts Resources and Cost Impact Delivery (design, build, test, implement) Suppliers influenced Standards and Guidance Minimal or unclear Innovation and design excellence No senior buy-in Basic standards documented / used ad hoc Low accessibility Lifecycle stages Req’ts documented / applied ad hoc Process documented / used ad hoc Investment strategy / support services integrated Top down commitment / involvement High standards / continuous improvement Fully integrated incl UAT by staff and customers Regular use incl non compliance management Continuous improvement/ strategic view Some budget provided / clear responsibilities Priority legacy systems made accessible Minimal inclusion in Development Lifecycle Minimal inclusion in procurement process Not defined Not allocated or controlled Standards in regular use / actively promoted Active Governance Level 1 Informal Level 2 Defined Level 3 Repeatable Level 4 Managed Level 5 Optimised Active strategy management Proven standards compliance / metrics collected Proactive and supportive Effective budget / benefit management Systems mostly accessible Limited legacy accessibility / strategy in place Business Drivers Governance and Risk Management Processes Process defined / minimal actual Governance Strategy in place Focus Areas Reasonable Adjustments Process Innovation / sharing of best practice Minimal / Reactive Integrated process promoted / in regular use Active management within service levels Basic process / used ad hoc Influencer / early adopter of new standards