Case Studies

Client: Commonwealth Bank

Industry: Financial Services

Key Services: Accessibility, Compliance, Risk Management, Training, Stakeholder Engagement

Tools Implemented: Accessibility Audits, PDF Remediation, SOPs, Online Accessibility Compliance

Key Results

• Enhanced User Accessibility

• Improved Compliance

• Heightened Stakeholder Engagement

Client Overview

As one of Australia’s premier financial institutions, Commonwealth Bank set an ambitious goal to become the "Most Accessible Bank" in the country. Recognizing the importance of inclusivity, the bank aimed to ensure its digital services, particularly PDF documents, met full compliance with online accessibility standards, making banking more accessible for all customers, including those with disabilities.

Challenges

Commonwealth Bank faced significant challenges with its existing digital infrastructure. Many PDF documents on the bank’s website remained inaccessible to users with disabilities, violating accessibility compliance standards. This situation posed both legal and reputational risks. Additionally, the bank lacked standard operating procedures for maintaining accessible documents, and internal stakeholders needed training to align with accessibility goals.

Solutions Delivered by Infinikey Solutions

Comprehensive Accessibility Audit

Infinikey Solutions thoroughly audited all digital documents on Commonwealth Bank's platforms. We assessed the accessibility of existing PDFs, identifying those that failed to meet current standards.

• Accessibility Compliance Audit: Conducted audits across all digital documents.
• Streamlined Document Review: We eliminated outdated or unnecessary content, simplifying the document base.

Document Remediation and PDF Accessibility

After identifying problematic files, we engaged a specialized vendor to remediate non-compliant PDFs. For documents not immediately accessible, we collaborated with the bank's risk management team to establish a compliance risk framework.

• PDF Remediation: We optimized all documents for online accessibility.
• Risk Management Protocols: Developed protocols for documents awaiting compliance.

Development of Standard Operating Procedures (SOPs)

To prevent future accessibility issues, Infinikey Solutions developed robust Standard Operating Procedures (SOPs). These procedures provided precise content creation and publishing guidelines, ensuring all future documents adhered to accessibility standards.

• Detailed SOPs: We created SOPs for digital content to maintain ongoing compliance.
• Risk Frameworks: Designed continuous monitoring systems to ensure adherence to accessibility standards.

Stakeholder Engagement and Training

Training internal stakeholders to adopt the new accessibility protocols was vital to the solution. Infinikey Solutions designed and delivered comprehensive training sessions for teams across the bank, ensuring that all personnel understood the importance of accessibility and how to implement the new procedures.

• Training Sessions: We conducted sessions to educate stakeholders on best practices for accessibility.

• Stakeholder Engagement: Ensured commitment to ongoing compliance through consistent engagement.

Impact and Results

Enhanced User Accessibility

We ensured all identified PDF documents were accessible and republished them on the bank’s website, creating a better user experience for customers with disabilities. This initiative helped Commonwealth Bank meet its goal of becoming the most accessible bank in Australia.

Improved Compliance and Risk Management

With clear SOPs and a robust risk management framework, the bank maintained ongoing compliance with accessibility regulations. These measures significantly reduced non-compliance risk and protected the bank's reputation.

Stakeholder Awareness and Commitment The training and stakeholder engagement process fostered a culture of inclusivity within the bank. Teams became more committed to accessibility initiatives, reinforcing the bank's vision of providing equitable services to all customers.

Conclusion

Commonwealth Bank's journey to becoming the "Most Accessible Bank" in Australia demonstrates its commitment to inclusivity, compliance, and customer service. Through strategic engagement, practical stakeholder training, and a clear focus on risk management and online accessibility, the bank successfully enhanced its digital offerings and showcased leadership in the financial sector.