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Digital Accessibility Digital Accessibility For Large Enterprises For Large Enterprises

Digital Accessibility Digital Accessibility For Large Enterprises For Large Enterprises. Beth Crutchfield VP of Policy, Programs & Training Services Level Access. Who is Level Access? Who is Level Access? Formerly Known As SSB BART Group. • New Corporate Identity – Name and Branding.

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Digital Accessibility Digital Accessibility For Large Enterprises For Large Enterprises

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  1. Digital Accessibility Digital Accessibility For Large Enterprises For Large Enterprises Beth Crutchfield VP of Policy, Programs & Training Services Level Access

  2. Who is Level Access? Who is Level Access? Formerly Known As SSB BART Group • New Corporate Identity – Name and Branding • New Website – Coming Spring 2017!! • No Change in our Innovative Technology or Excellent Service 2 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  3. Topics Topics Digital Accessibility for Large Enterprises • Business Drivers for Accessibility • Addressing Large Enterprise Accessibility Program Challenges • Case Study: Large Healthcare Company • Q&A and Resources Graphic: PixaBay 3 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  4. Business Drivers for Business Drivers for Accessibility Accessibility

  5. Driver #1: Driver #1: Reduce Legal Risk Business Drivers for Accessibility • Comply with multiple laws, both in the US and internationally • Potential costs from complaints, litigation costs, damages, injunctions • High transaction volumes and visibility increase legal risk • Costs to settle class action lawsuits typically top $10M • Precedents in multiple industries Graphic: PixaBay 5 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  6. Driver #2: Driver #2: Avoid Revenue Loss Business Drivers for Accessibility • Private orgs selling into public sector must provide accessible solutions • Section 1557 ACA, Section 508, ADA Title II, State level initiatives in U.S. require accessibility • EU M 376 guidance in EU • UNCRPD requirements in place globally • Some U.S. regulatory agencies require accessibility as part of market access • Communications and Video Products – FCC • Healthcare – HHS • Air Travel – DOT and FAA Graphic: PixaBay 6 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  7. Driver #3: Driver #3: Balance Cost with Efficiency Business Drivers for Accessibility • Central accessibility programs can be cheaper than chaotic/ad hoc activities • Share the cost of common infrastructure across teams • Examples: tools, recordkeeping, training • Apply organization wide learning • More efficient paths to common solutions across product/service lines Graphic: PixaBay 7 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  8. Driver #4: Driver #4: Customer Satisfaction / Delight Business Drivers for Accessibility • Meet or exceed growing customer expectation for accessible products and services • Grow positive brand image / sentiments • Capture market share at time when more companies are offering accessible products and services • Differentiate/innovate with accessibility, show business value Graphic: PixaBay 8 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  9. Addressing Large Addressing Large Enterprise Accessibility Enterprise Accessibility Challenges Challenges

  10. Large Enterprise Accessibility Large Enterprise Accessibility Challenges Challenges Common to many of our larger enterprise clients in multiple industries 1. How do I know which products and services are covered by accessibility legal requirements? 2. How do I prioritize which products and services should focus on accessibility? 3. What are my competitors doing? 4. What makes an Accessibility Policy effective? 5. What is the most effective operating model for my accessibility effort? 6. How can I put in place an engagement model to support the program and diverse efforts? Graphic: PixaBay 10 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  11. Challenge #1: Challenge #1: Determining Covered Products Addressing Large Enterprise Accessibility Challenges • The Challenge • How do I know which products and services are covered by accessibility legal requirements? • The Solution • Work with counsel to understand applicable accessibility laws • Use a coverage questionnaire to help determine which accessibility regulatory provisions apply and gather important systems information • Require all product and services teams to complete questionnaire – can be done in meetings/interviews for groups of products Graphic: PixaBay • Enter collected info into a systems inventory for analysis and prioritization 11 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  12. Challenge #2: Challenge #2: Prioritizing Product Accessibility Addressing Large Enterprise Accessibility Challenges • The Challenge • How do I prioritize accessibility efforts? • The Solution • Analyze inventory of covered products and services, first considering details of applicable regulations: • Manufactured date, places offered, government procurements, usage life cycle (on-ramp, regular use, documentation, support) • Analyze the use profile of covered products: • Target industries/markets, visibility, number and types of users, strategic/non-strategic, shared functionality, platforms deployed on, third party component integration, etc. • Score against all analyzed dimensions and sort by critical, high, medium and low priority Graphic: PixaBay 12 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  13. Product Accessibility Priority Examples Product Accessibility Priority Examples Addressing Large Enterprise Accessibility Challenges Company Type High Priority Medium Priority Low Priority • Legacy TV STB/navigation devices and remote controls • Self-Install Kits • Modems/routers/internet • General Website (Responsive) • Billing & Account Services • Latest TV STB/navigation devices and remote controls • TV program guides/mobile apps • Product documentation/support • Chat, webmail, messaging • Business Offerings (Govt Sales) • To be sunset TV devices and remote controls • Legacy Mobile Site/Apps • Internet Apps MVPD offering TV, and Telephone / Internet Products and Services • Newest consoles with built-in ACS feature support, browser, video programming apparatus • Games with built-in ACS Features • Proprietary ACS app used by many game titles • Product documentation/support • Support chat, messaging • Older console models with built-in ACS feature support, but no browser or video programming apparatus • Games that serve as on- ramp to third-party ACS app • General Website • To be sunset consoles • Games with no ACS features Video game console manufacturer and game publisher 13 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  14. Challenge #3: Challenge #3: Knowing the Competition Addressing Large Enterprise Accessibility Challenges • The Challenge • What are my competitors doing? • The Solution • Define the key competitors in your industry • With help of knowledgeable consultant, review public info about each (websites, conference proceedings, etc.) Graphic: PixaBay • Assess each competitors’ approach to digital accessibility: • Policies and statements on websites • Organizational ownership • Process integration, playbooks, training, tools • Accessible products and services (and remediation status) • Customer support and accessible product documentation 14 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  15. Challenge #4: Challenge #4: Effective Accessibility Policies Addressing Large Enterprise Accessibility Challenges • The Challenge • What makes an Accessibility Policy effective? • The Solution • If you don’t have existing Digital Accessibility, put one in place • Be sure the Policy includes content to make it effective: • Purpose, Background, Effective Date(s), Scope/Applicability, Standards, Accountability, Governance Processes, Monitoring, Enforcement, Exceptions, Contacts • Relationship to related policies should be noted • Once core Policy in place, other policies should be put in place: • Accessibility Issue Resolution, Procurement & Contracts Accessibility Graphic: PixaBay 15 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  16. Challenge #5: Challenge #5: Effective Operational Models Addressing Large Enterprise Accessibility Challenges • The Challenge • What is the most effective operating model for my accessibility effort? • The Solution • Ensure company has effective Operating Model • Aligns to actual demands of enterprise, responsive to sudden changes in business priority, scale efficiently and has clear funding methods • Clear roles and responsibilities including the Accessibility Program Office (APO), Line of Business (LOB) roles and Advisory Committee (optional) • Central APO with appropriate number of dedicated resources • LOB teams include resources dedicated to accessibility, and identified teams building knowledge • Advisory Committee including executives representing LOB stakeholders, and who have authority and influence Graphic: PixaBay 16 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  17. Challenge #6: Challenge #6: Effective Engagement Addressing Large Enterprise Accessibility Challenges • The Challenge • How can I put in place an engagement model to support the program and diverse efforts? • The Solution • Planning, Communication & Resources: Ongoing planning for program, routine communication to stakeholders, and providing useful resources • Digital Governance: Executing the policy, and managing its integration into all business areas, in collaboration with Legal and Leadership • Program Management: Establishing priorities and staging rollout of resources, training of core roles, integration into methodologies, tools, etc. • Project Management: Orientation, preliminary/comprehensive audits, planning for accessibility, design/dev/QA support, recordkeeping, etc. Graphic: PixaBay 17 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  18. Case Study: Large Case Study: Large Healthcare Company Healthcare Company

  19. Case Study: Case Study: Client & Background Large Healthcare Company Case Study • The Client • Large, Fortune 100 client in Healthcare Industry • Background & Challenge • 2015: Client developed digital accessibility program • Cross functional team, “bottom-up” strategy, central APO • Put in place policy, processes and tools for tracking digital assets, models for measuring baseline accessibility and forecasting remediation costs, accessibility guides and templates for use by LOBs, formal approach for evangelizing program • 2016: Digital accessibility strategy audit requested of Level Access (SSB) • Regulatory requirements of Section 1557-Affordable Care Act (ACA) triggered launch of extensive business initiative focusing on accessibility support to comply with ACA • Concerned about scale, client realized other triggers could cause need for major accessibility efforts (e.g. regulatory change, business oppty/M&A, major tech shift) Graphic: PixaBay 19 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  20. Case Study: Case Study: The Level Access Approach Large Healthcare Company Case Study • Level Access performed an audit of the client’s existing digital accessibility strategy focusing on 5 areas: • Business Landscape • Digital Accessibility Policy • Digital Asset Inventory • Accessibility Operating Model • Accessibility Engagement Model • Performed in 4 phases: • Discovery, Assessment, Recommendations, Tuning Policy & Program Services 20 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  21. Case Study: Case Study: Key Positive Findings Large Healthcare Company Case Study • Many positive findings validated this client’s firm foundation for more extended accessibility efforts: • First version of enterprise digital accessibility policy • Accessibility Best Practices integrated into LOB resources • First release of inventory system to track accessibility metrics for digital assets across company • Process/methodology for measuring baseline accessibility of digital assets, and helping LOBs estimate remediation costs • Basic training modules for LOBs • Engaged with PMO to advocate for accessibility and integrate into projects in LOBs 21 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  22. Case Study: Case Study: Key Gaps Identified Large Healthcare Company Case Study • Gaps were identified that were causing client’s accessibility program to not be able to adequately serve the enterprise: • Strategy - Good long-term foundation, but short-term needs triggered by large ACA Section 1557 initiative not being met • Digital Asset Inventory – Primitive / incomplete, and prioritization model not well understood between APO/LOBs • APO Organization – Had less than 1/3 of FTE required and not able to pull resources from company to meet needs • Process – No differentiation between Program Mgmt, Project Mgmt and Governance – each with different operating/engagement models • Collateral – Gaps in best practices, doc templates, training materials • Policy & Governance – Policy needed revisions/clarity especially surrounding governance, monitoring and enforcement 22 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  23. Case Study: Case Study: Our Recommendations Large Healthcare Company Case Study • Level Access offered this client the following, actionable recommendations: • Strategy – Adapt engagement model so it is more responsive to market/ business triggers (like Section 1557 ACA), while advancing long-term • Digital Assets Inventory – Extend with formal risk assessment model and clearer asset prioritization framework understood by both APO/LOBs, and convert into robust Management Console • Organization – Restructure and fund permanent resources focused on: (1) Policy & Governance; (2) Program Development; (3) Project Support to appoint senior level executive to manage cross-functional efforts. 23 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  24. Case Study: Case Study: Our Recommendations (cont’d) Large Healthcare Company Case Study • Level Access offered this client the following, actionable recommendations: • Collateral – Introduce comprehensive accessibility playbook containing best practices, working templates and the learning content needed by LOBs • Process – Implement independently resourced scalable accessibility service organization offering prioritized support services to help LOBs achieve and maintain conformance • Policy and Governance – Update policy and publish external version, enhance governance processes to measure digital asset accessibility, convey and enforce conformance. Develop an Issue Resolution Policy to support the overall Policy 24 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  25. Q&A and Resources Q&A and Resources

  26. Level Access Policy & Program Services Level Access Policy & Program Services Level Access can help clients develop their strategy and roll out a phased program Phase 1: Develop Strategy • Define the strategy • Inventory digital assets • Define / apply systems prioritization model • Define the overall accessibility approach Phase 2: Develop Policy • Leverage strategy and systems analysis • Define the organization accessibility policies • Develop “nuts & bolts” components to support implementation Phase 3: Plan Implementation • Define how to roll out policies • Define costs and timeframes • Determine communication and training approach • Define workflow changes to integrate into ICT life cycles Phase 4: Pilot Implementation • Roll out policy to a few key systems • See what works, what doesn’t • Iterate approach • Provide high degree of support for implementation • More responsibility on central program office, less on LOBs • Audit Reports • Updated Plan Documents • Accessibility Style Guide Phase 5: Rollout & Support • Iteratively broaden policy coverage to more systems • Continue to iterate overall approach • Gradually lower system-specific level of support • More responsibility on LOBs, less on central program Goals • Accessibility Questionnaire • Systems Survey & Analysis • Risk Prioritization Model • Digital Accessibility Strategy • Legal/Regulatory Calendar • Baseline Project Plan • Accessibility Policy • Accessibility Issue Resolution Policy • Accessibility Statement • Roles & Responsibilities • Quality Control Plan • Accessibility Checklists • Procurement & Contracts Policy • Accessibility Project Management Plan • Communication Plan • Workflow Change Report • Training Plan • Accessibility Monitoring Plan Outputs 26 | March 1, 2017 CSUN 2017 Assistive Technology Conference

  27. Resources & Contact Information Resources & Contact Information Digital Accessibility for Large Enterprises • Level Access, Policy & Program Development Services • Beth Crutchfield, VP of Policy and Program Services (beth.crutchfield@ssbbartgroup.com) 27 | March 1, 2017 CSUN 2017 Assistive Technology Conference

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