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Both public and private sectors around the world are faced with accessibility challenges such as providing "equal access for all" and complying with accessibility regulations like the "Accessibility for Ontarians with Disabilities Act, 2005" and the W3C's Web Accessibility Initiative standards. Customer Facing Solutions (CFS) leverages its industry knowledge, accessibility experience, technical and user-centered design skills, strategic relationships, and research innovations to deliver solutions that can help organizations realise their goals and better support their constituents regardless of their ability.
Accessibility Strategy and Roadmap
A team of accessibility specialists conducts interviews and surveys,
and then facilitates a Customer Vision Workshop with key stakeholders
to document the "accessibility as-is state." CFS accessibility
specialists analyse dimensions such as business processes, organization,
human capital management, and IT, and document future goals related to
accessibility. CFS then conducts a gap analysis between the current and
proposed future states. After conducting the gap analysis, CFS drafts
a strategy and roadmap based on the IBM Accessibility Framework with prioritised
recommendations, suggested schedules, and a detailed plan for how to close
the gaps.
Benefits of the accessibility strategy and roadmap include:
- Laying the foundation for the organization to develop clear strategy and roadmaps in areas such as supply management, marketing, IT development, and people management
- Improving corporate culture and work environment accessibility which in turn, helps improve employee satisfaction
- Helping clients address requirements in accessibility laws and regulations, improving satisfaction among employees, customers, partners, and citizens
Accessibility Diagnostic Assessments and Remediation
The assessment service measures an existing IT solution's level of compliance
with recognised accessibility laws, regulations or standards (e.g., W3C
WCAG, etc.) or client-specific accessibility standards. The scope of work
is based on the client's predefined set of websites/web applications (Intranet,
Extranet, and Internet). Analysis is performed using a combination of
automated tools and manual testing to identify issues that impact a client's
compliance with the applicable laws, regulations, or standards. Such non-compliance
problems can result in accessibility issues for employees and constituents,
and may put the organization legally at risk. IBM provides an accessibility
assessment report that includes recommendations and suggested approaches
for repairing any non-compliant components.
A remediation service is also available, following completion of the assessment activities. In this service, CFS accessibility specialists work with the client IT team to repair existing applications that are non-compliant.
Benefits of the accessibility diagnostic assessments and remediation
can include:
- Helping organizations maximise accessibility and usability of web-based or software solutions for employees and constituents including people with disabilities, aging and multicultural populations
- Helping organizations mitigate legal exposure by assessing and documenting compliance with provincial, state, or local government web accessibility policies and other applicable laws
- Positioning the organization for greater accessibility self-sufficiency in the future with knowledge transfer that occurs between CFS and the organization's technical team
Application Design with Accessibility
IBM offers full life cycle accessible web design services that can be
performed as part of a larger services engagement, or as a smaller stand-alone
activity. CFS accessibility specialists recommend that clients plan to
incorporate accessibility requirements into a project as early in the
life cycle as possible. By doing so, an organization ensures that the
most usable solution will be developed while minimising any costs that
might be incurred later to repair non-compliant components. CFS will begin
by assessing which recognised accessibility laws, regulations, or standards
are applicable for the client (e.g., W3C WCAG, etc.). Then, working collaboratively
with the client team, CFS will develop user-centered design deliverables
that document the web application's accessibility requirements.
Benefits of designing with accessibility can include:
- Helping integrate accessibility / usability into websites, portals, and applications for employees and constituents
- Helping organizations address requirements in provincial or state and local government laws and regulations
Accessibility Development and Testing Procedures
This service facilitates the production of client-specific technical development
and testing policies, processes, and procedures. It supports enterprise-wide
compliance with all, or selected forms of electronic and information technology
(EIT) covered by recognised accessibility laws, regulations, and standards
(e.g., W3C WCAG, AODA, etc.) or other specific accessibility standards.
Benefits of accessibility development and testing procedures can include:
- Helping organizations realise efficiencies in their information technology development, testing, and procurement processes
- Helping organizations support a compliance program and ensuring that the technology offerings are accessible to diverse employee workforces and user constituencies including people with disabilities, aging populations, novices, and multi-lingual populations
Do you need a rationale for including accessibility as part of your redesign? Consider these facts:
- Of the 6 billion people on this earth, 1 billion have a disability (Source: 1. Population Reference Bureau, United Nations. Source: 2. Forrester Study Commissioned by Microsoft)
- In 2001, Statistics Canada reported a disability rate of 12.6% among Canadians (Source: Participation and Activity Limitation Survey, 2001)
- Disability rate increases with age to 16.7% in the 44-65 age range and 53.3% in the 75+ age category (Source: Participation and Activity Limitation Survey, 2001)
- In Canada, 24% of the working-age population has a disability (Source: Stats Canada)
- In Europe, 14% of the working-age population has a disability. 58% of people with disabilities of working age are non-working (Source: European Community Household Panel Study, 1996)
- In the United States, 21% of the working-age population has a disability. 60% of people with disabilities of working age are non-working (Source: U.S. Census) Bureau
Contact Karen Yarmol-Franko for more information on Customer Facing Solutions' accessibility services.
Download PDF of User Experience Accessibility Offering (256 k)
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