Accessibility Standards For Customer Service
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This document summarizes Ontario's accessibility standards for websites and customer service. It outlines that by 2012, all Ontario businesses with employees must comply with standards from the Accessibility for Ontarians with Disabilities Act to make their websites and customer service accessible. The standards are based on the Web Content Accessibility Guidelines which define principles like content must be perceivable, operable, understandable and robust. It provides an overview of who the standards apply to and what requirements must be met.
Accessibility Standards For Customer Service
- 1. Web Content Accessibility GuidelinesAccessibility Standards for Customer Service
- 2. SummaryWhat is website accessibility?Who is it governed by?Who is affected?When is it to be implemented?What are the requirements?
- 3. FactsAbout 1.85 million people in Ontario (15.5% of the population) have a disability47.2 % of people over 65 have a disabilityAs our population ages quickly, these numbers are predicted to increase (baby boomers)In the United States, which is implementing standards under the Americans with Disabilities Act, the hospitality industry has increased annual revenue by 12%People with disabilities also represent a wealth of untapped employment potential
- 4. Accessibility Standards for Customer ServiceProvince of OntarioOntario Human Rights CodeAccessibility for Ontarians with Disabilities Act, 2005 (AODA)Ministry of Community and Social ServicesAccessibility Standards for Customer Service, Ontario Regulation 429/07Worldwide Web Consortium (W3C)Web Content Accessibility Guidelines 2.0
- 5. Clients Affected by Accessibilitypeople with disabilitiesseniorsconsumers living in areas that do not have access to high-speed Internetpeople who have difficulty reading and writing people who speak English as a Second Language tourists and people living in multilingual societies
- 6. Any business/non-profit with one or more employees must comply with this act.
- 7. Compliance DeadlinesJanuary 1, 2010—for all providers designated public sector organizations (ie. All ministries, colleges, hospitals, school boards, municipalities, etc.)January 1, 2012—for all providers with at least one employee that are not designated public service organizations (businesses, non-profits, churches, unions, etc.)
- 8. WCAG 2.0 Guidelines: PrinciplesFour Key Principles for Designing Accessible Websites
- 9. PerceivableInformation and user interface components must be presentable to users in ways they can perceive; web content is made available to the sensesProvide text alternatives for any non-text contentProvide alternatives for time-based mediaCreate content that can be presented in different ways (ie. simpler layout) without losing information or structureMake it easier for users to see and hear content including separating foreground from background
- 10. OperableUser interface components and navigation must be operableMake all functionality available from a keyboardProvide users enough time to read and use contentDo not design content in a way that is known to cause seizuresProvide ways to help users navigate, find content, and determine where they are
- 11. UnderstandableInformation (content) and the operation of user interface must be understandableMake text content readable and understandableMake web pages appear and operate in predictable waysHelp users avoid and correct mistakes
- 12. RobustContent must be robust enough that it can be interpreted reliably by a wide variety of user agents including assistive technologiesMaximize compatibility with current and future user agents, including assistive technologies