Recruitment channels are accessible (including diverse profiles) Customer and staff accessibility commitment statement published externally - updates provided on progress regularly published Basic information available about accessible for customers and staff included in mainstream rather than as a stand alone Consultation No consultation Consultation planned Reactive process in place to deal with complaints Consultation underway to listen and understand additional needs On-going staff and customer involvement- stating needs and suggesting and testing solutions Consultation with external experts & charities Mature process for involvement of staff and customers. Positive outcomes used to drive further feedback. • External experts are actively involved in improvements Personalisation of technology No of staff or customer Information about changing settings available to Personalisation standards are implemented Websites and apps have personalisation Active monitoring of personalisations being used to
systems available All adjustments managed through adjustments process customers and staff Members of staff can make changes to settings to set up their workstation to suit their needs Accessibility Standards include personalisation for customer & staff systems Customers can make changes that are reflected on websites and apps options included in their designs Personalisations are remembered drive future design of products or services Feedback sought on how to make personalisations better, evaluated and implemented Adjustments Minimal Process/ reactive Published policy and/or process including escalations Simplified ordering process Basic Helpdesk available Line Managers part of the process Tailored adjustment agreement or passport Streamlined process Service performance Data captured Issues log Satisfaction Survey and analysis Monitoring of adjustments Centralised team and budget for co-ordinating adjustments Reporting against SLAs Staff consulted about services Integration with wider RA processes Adjustments catalogue actively managed. Co-ordination of processes during moves with other services Centralised funding available Catalogues of adjustments available to staff Best practice sharing Staff consultation directly influences process improvements Performance data includes user satisfaction Disability how know No training available for IT Basic training available for IT Staff- primarily focused on the legal / best Training for web, mobile and system developers in place Empathy based training used Training quality is being assessed/ monitored Best practice sharing Internal communities set up/ champions network
practice requirements Accessibility training is included in new IT staff on Training strategy in place but not being delivered Members of IT staff encouraged to join membership organisations Strategy is delivered in part Members of staff are encouraged to undertake external qualifications & actively participate in external membership organisations Strategy fully delivered Influencing external professional qualifications & membership organisations Accessibility maturity model Doesn't use any benchmarking tools Minimal accessibility standards Minimal use of benchmarking tools e.g. AMM Accessibility standards are based on industry best practice e.g. WCAG Standards documented and sign posted to Standards go above minimal level e.g. AA rather than A Standards regularly reviewed and improved Process in to complete benchmarking (AMM) periodically Outputs are considered but not fully acted upon Standards include usability Benchmarking completed regularly with clear owners, organisation specific targets and clear evaluation of performance over time & future focus areas. Outputs from benchmarking are considered and acted upon Benchmarking results are kept internal Contribution to external standards development Early adopter of new standard Benchmarking reports shared with stakeholders and used for future planning Learning/outputs from benchmarking shared externally External best practice explicitly used to drive improvements ICT development lifecycle Minimal/ad hoc inclusion in lifecycle No understanding of or a plan to Processes for enforcing standards across the lifecycle including Accessibility considerations treated as mandatory- included in Disabled users involved in development and testing Additional user groups e.g. older people, those with learning difficulties etc also
Training for sourcing staff on how to select accessible supply partners suppliers or externally Continuous improvement No improvements considered No contributions to best practice externally of best practice is recognised Ad-hoc use of best practice Member of a best practice organisation Attends external events in 'Listen mode' Best practice utilised more widely across the organisation e.g. Adjustments and adapted to suit the organisation Contributes to best practice Shares insights at membership organisations and events Creates best practice and shares externally Speaks at best practice sharing events Seen as a leader within their industry 'Open sourcing' of best practice Leads on developing new best practice Peer reviewers for best practice Seen as a leader within accessibility