Presentation used for ACC-20 at Orlando 2014

1. Session Code:ACC-20
The journey to accessible banking: The
Barclays story so far
Paul Smyth
paul.smyth@barclays.com
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Friday 31st January 1.00pm – 2.00pm
Handouts are available at: www.atia.org/orlandohandouts
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2. 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
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But first… a little about the speaker and Barclays…
Handouts are available at: www.atia.org/orlandohandouts
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3. 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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4. Organizing ourselves for success – advice
Embedding 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
Business Disability Forum (BDF) Standard and
Accessible Technology Charter used as tools
Handouts are available at: www.atia.org/orlandohandouts
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5. 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
Handouts are available at: www.atia.org/orlandohandouts
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6. Making customers’ lives easier
We must innovate to become the most accessible ‘Go-To’ bank
High visibility debit cards
Audio cash machines
Voice biometrics
Handouts are available at: www.atia.org/orlandohandouts
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7. Making customers lives easier – telephony
Text Relay Service
BANK
Video Relay Service
Instant Messaging
BANK
BANK
Relay Operator
Relay operator
Customer
Customer
Customer

8. Making customers’ lives easier – publicity
•
We’ve also been working hard to ensure that information about
the services we offer is itself accessible:
1.
2.
3.
4.
Accessibility section within customer mobile banking app
Accessibility section within front-line branch staff app
Customer self service features to more easily request support
Simpler websites and product brochures now containing QR codes
Handouts are available at: www.atia.org/orlandohandouts
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9. 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
Handouts are available at: www.atia.org/orlandohandouts
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10. Reasonable Adjustments process for staff
Process Flow !
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1) Disabled 2)
Occupational
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colleague
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Health (OH)
requests
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conducts
RAs
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initial
manager
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assessment
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HR Led
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
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
5) Any ‘hard’
adjustments
such as IT kit
procured and
deployed
6) OH follow up
with colleague
to ensure
success of
adjustments
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

11. Reasonable adjustments process for staff
Handouts are available at: www.atia.org/orlandohandouts
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12. Current challenges and the future
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
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In 2014, our key focus areas :
1. Customer care markers
2. Delegated authority
3. Simplifying banking security
4. Supplier engagement
Handouts are available at: www.atia.org/orlandohandouts
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13. Questions?
Handouts are available at: www.atia.org/orlandohandouts
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14.
Thank you for attending this session
•
CEUs – Session Code: ACC-20
• More info at: www.atia.org/CEU
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REGISTRATION DESK at the end of the conference. Please note there is a $15 fee
for AOTA CEUs.
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•
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•
Handouts
• Handouts are available at: www.atia.org/orlandohandouts
• Handout link remains live for 3 months after the conference ends.
Handouts are available at: www.atia.org/orlandohandouts
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