Accessibility policy to deliver an inclusive website with user-centred accessibility

This policy has been revised according to Section 6 of PAS 78, "Defining the accessibility policy for the website” and was agreed by the ICT Steering Group on 21/12/07.

1. The Equalities and Diversity policy for LBR

The Equality and Diversity Policy - London Borough of Richmond upon Thames sets out the Council’s general policy statement. This accessibility policy for the website adopts the same policy guidelines.

2. The target user population

The Council’s website is an important access channel for its community to find out information and to use online services. To deliver an inclusive website our aim is to make the website accessible to the widest possible audience. This audience includes: Young people, Older people, Women, People from Black and minority ethnic backgrounds and People with Disabilities including those who experience sensory and physical disabilities, learning disabilities and mental health status.

3. The core tasks which users should be able to carry out

The website provides a range of information about the Council and many of its online services. The aim is for the user to obtain the information or to use the services to resolve their enquiry without the need to visit or telephone the Council. The advantage for customers is that they can contact the Council when and where it is convenient for them.

4. The process to develop and maintain content to meet the needs of target users

4.1. Identifying user needs

When the website was re-launched in 2005 it was designed to meet the Guidelines for UK Government websites and best practice around the needs of website users developed as part of the e-government National Projects. From usage of its old website the Council had evidence that website users vary in their knowledge, interest, ability and experience and so aimed to make the website more accessible and usable by its local community, including residents, businesses and visitors. Local groups were consulted on the look, feel and content.

The Corporate Web Team regularly monitor other websites to assess best practice and find out what can be developed for the Council’s website. Such sites include RNIB, RNID, Mencap, government sites, Equality and Human Rights Commission and formerly the Disability Rights Commission.

4.2. Developing the website to meet those needs

Work is continuing to improve the website through planned projects and regular ongoing maintenance. Users of www.richmond.gov.uk are invited to give feedback about the site. Users can also contact the web team by email or telephone. All comments receive an individual response and are used to identify potential problems or desirable developments.

If any non-conformances with the corporate web standards are found these will be rectified. Developments in response to user comments will be evaluated on the basis of greatest impact for the widest range of users and the cost to achieve these aims. When any future major redevelopment of the website is planned, the Council will carry out an Equalities Impact Needs Assessment. Consultation with designated groups is key prior to any redesign and user testing takes place at a proof of concept stage. This ensures that any changes implemented meet the needs of a wide range of users.

4.3. Measuring success to meet those needs

The website is tested for accessibility using automatic software tools but this only shows technical compliance with standards, not how usable it is. Therefore the Council also commissions external accessibility audits from specialist organisations whose testers are themselves disabled users.

Users of the Council’s website are invited to give their feedback at any time.

Web analytics software is used to capture basic information about users’ browsers. It also shows which pages and services are being used so that comparisons can be made before and after changes are introduced.

5. Details of the level of accessibility of the content

The website has been designed to conform to W3C WAI WCAG 1.0 Level AA and we will work towards WCAG2 when the new standard is issued.

Website service standards

6. Areas unlikely to be accessible

6.1. Plan to repair

When the Council commissioned external audits to assess the accessibility of its website, it acted on the recommendations to make repairs, especially in relation to the overuse of pdfs to display basic content. Where possible web pages, which are more accessible, have been created and pdfs are made accessible.

As new functions or services are added to the site these are evaluated for accessibility prior to implementation. New features will include the wider use of maps and geographical information but web pages will contain appropriate text information to convey the geographical content.

6.2. Alternative provision

Each topic of information or online services gives alternative contact information via the telephone or email. A service user can speak to someone to access the same information or services.

7. Our commitment to accessibility

Accessibility and usability are key principles for the Council’s website. See Our commitment to accessibility - London Borough of Richmond upon Thames.

This extends to the third party applications which are accessed via the website. We will work to ensure that procurement of third party products complies with PAS 78 and that current suppliers understand their obligations and their role in enabling the Council to deliver an inclusive website.