Considerations for Implementing a Holistic Organisational Approach to Accessibility

Abstract

Achieving accessibility and inclusivity within an organisation requires true commitment and consideration of many factors including the various digital and physical touchpoints for specific customer needs. This paper proposes a human-centred model of accessibility that complements existing standards and assists organisations in considering the full range of their user's technical, operational and psychological requirements. An outline practice-based accessibility maturity model is proposed with which organisations can establish current commitment to accessibility and develop a road-map to implement true inclusivity. We also describe a case study which highlights how this model of accessibility can be adapted from an organisational perspective to define specific accessibility requirements for individual products and services.

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