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

Handouts are available at: www.atia.org/orlandohandouts

Session Code:ACC-20

The journey to accessible banking: The Barclays story so far

Paul Smyth [email protected]

!Friday 31st January 1.00pm – 2.00pm

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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…

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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

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Organizing ourselves for success – adviceEmbedding 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

4Handouts are available at: www.atia.org/orlandohandouts

Business Disability Forum (BDF) Standard and Accessible Technology Charter used as tools


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

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Making customers’ lives easierWe must innovate to become the most accessible ‘Go-To’ bank

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High visibility debit cards

Audio cash machines

Voice biometrics

Relay Operator

Text Relay Service Video Relay Service Instant Messaging

Customer Customer Customer

BANK

Relay operator

BANK BANK

Making customers lives easier – telephony


Making customers’ lives easier – publicity • We’ve also been working hard to ensure that information about

the services we offer is itself accessible: 1. Accessibility section within customer mobile banking app 2. Accessibility section within front-line branch staff app 3. Customer self service features to more easily request support 4. Simpler websites and product brochures now containing QR codes

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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

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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

Process Flow !!!!!!!!!!!

1) Disabled colleague requests RAs to manager

2) Occupational Health (OH) conducts initial assessment

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

6) OH follow up with colleague to ensure success of adjustments

HR Led

5) Any ‘hard’ adjustments such as IT kit procured and deployed

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

Reasonable Adjustments process for staff


Reasonable adjustments process for staff

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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


Current challenges and the future


Questions?


Thank you for attending this session

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