Accessibility at Barclays

1. Accessibility at Barclays Andrew Witney Chief Information Officer (CIO), Corporate Banking CIO Corporate and Investment Banking and Wealth Management, EMEA

2. Agenda • Background & history of accessibility at Barclays • Why is it important ? • Embedding accessibility into the organisation • Strategic Planning • Accessibility for staff • The ‘Reasonable Adjustments’ process • Internal disability staff network (‘Reach’) • Accessible learning at Barclays • Creating accessible products and services for our customers • Q&A 2 of 10 | March 2013

3. Background / History Why is it important ? Legal 1 in 6 people in Europe and 10 million people in the UK, have a disability. The disposable income of disabled people in the UK is estimated at £80billion 70% of disabled people in the UK have problems accessing goods and services. 82% have taken their business to a more accessible competitor (BDF) Commercial Citizenship 20 years ago, Barclays got involved with like minded organisations to improve how we could best employ and support staff with disabilities – Employer’s Forum on Disability. Over time, focus widened to both staff and customer challenges. Barclays collaboration with the Business Disability Forum helped to boost accessibility awareness. Resulted in Barclays signing the Accessibility Technology Charter in mid 2012 (public statement of long-term commitment) My role – Disability Listening Group, Charter implementation and BDF Technology Taskforce 3 arguments 3 of 10 | March 2013

4. Embedding Accessibility Embedding accessibility into everything an organisation does requires commitment Group Executive sponsorship A public declaration Dedicated resource (i.e. not ‘side of desk’) Build into processes and standards Work with partners – BDF, charities, other organisations Listen, learn and act from feedback from customers with disabilities Leverage internal disabled staff network in product design and user testing A strategic focus… see next slide 4 of 10 | March 2013

5. Strategic Planning of Accessible Technology Creating accessible ICT is not just an IT problem so cannot be solved with only IT Group-wide Steering Committee formed including heads of IT, HR, Properties / Facilities Management, Sourcing, Corporate Communications and Business heads. The role of the Steering Committee is to: • Help pull together all current accessibility initiatives – Cohesion • Debate and prioritises future accessibility activity – Project management • Provide senior mgt backing, support and funding – Resources Three over-arching objectives: Ensure that products and services we deliver externally to our customers are built with accessibility as a design criteria, not an engineering add-on at the end Ensure that products and services we provide internally to enable colleagues to work effectively are accessible and enable each individual to realise their potential Ensure that in so doing we communicate effectively and make accessibility mainstream 5 of 0f 10 | March 2013

6. Staff : Reasonable Adjustments (RA) process Purpose: to make adjustments for colleagues with disabilities to enable them to work productively and commensurate with all employees. Current process *Close* ^ 2 weeks after 2 days 1 week 3-5 weeks 1 week 1) Disabled colleague requests RAs to line manager who contacts Occupational Health (OH) 3) Based on nature of adjustments, more detailed Face-2-Face assessment carried out by OH or external bodies. If RA costly, colleague contacts Access To Work (ATW) for Govt. funding 5) Any ‘hard’ adjustments such as IT kit procured and deployed (including training) 2) OH arranges and conducts initial RA assessment with colleague 4) RA recommendations report produced and sent to line manager for approval. 6) OH follow up with colleague to ensure successful implementation of adjustments IT Led HR Led • Issues / focus areas • No metrics to actively track volumes, cost, time and end user satisfaction • ‘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 • 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. Ambition= get E2E time down to 1 month (and less for simple deployment) 6 of 10 | March 2013

7. Staff : Internal disability network (‘Reach’) Network Vision: To support Barclays in its commitment to promote disability awareness by informing, educating and supporting our members and colleagues Group-wide as well as providing consultancy to the business on disability matters. We will strive to remove the barriers that people with disabilities face, making it easier for customers to do business with us and colleagues to be employed by us. Three work-streams 1) Accessibility - e.g. user testing of future branch designs 2) Awareness - e.g. Paralympics planning & delivery 3) External Outreach - e.g. Armed Forces work placements Disability Listening Group - ‘voice’ to share concerns & ideas with management 7 of 10 | March 2013

8. Staff : Making learning accessible • Disability confidence training • Go beyond minimum ‘legal requirement’ message on serving disabled customers, • Creating video for all 30,000 frontline branch / telephony staff on disability communication / etiquette as well as support & services that we offer customers • Drop video into frontline staff iPad app and their intranet / customer systems so that information is at finger tips and not forgotten in annual mandatory training Making ALL learning accessible… • e-Learning modules (for ALL staff): Accessibility guidelines created, shared with HR learning teams and given to external suppliers stating our expectations 2. Classroom based / Face-to-Face training: Have created accessibility guidance both for 1) planning events (e.g. asking the ‘reasonable adjustments’ question, and 2)facilitator tips on how best to tailor course delivery to meet attendee needs 8 of 10| March 2013

9. Customers : Making products & services accessible Voice Biometric ID&V (Wealth) Wealth telephony channel launched voice biometric ID&V technology, removing the need for customers to remember pass-codes. Contactless Payments (Barclaycard) Near Field Communication (NFC) technology built into debit cards that removes the need for remembering && entering PIN in shops when making low value transactions. Barclaycard just launched NFC mobile PayTag. New mybarclaycard mobile app also released. Talking Cash Machines (Retail Bank) 80%+ of Barclays 4,200 UK cash machines now offer audio output capability for both Barclays and non-Barclays bank customers. 9 of 10 | March 2013 9

10. Customers : Accessibility doesn’t have to be costly… High visibility personalised debit cards Created in partnership with external visual impairment and dyslexia charities and the ‘Reach’ colleague network. Purpose = to make it easier for customers to identify, orientate and read their card a/c details 10 of 10 | March 2013

11. Questions