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Client: Commonwealth Bank
Industry: Financial Services
Key Services: Accessibility, Compliance, Risk Management, Training, Stakeholder Engagement
Tools Used: Accessibility Audits, PDF Remediation, SOPs, Online Accessibility Compliance
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, they aimed to ensure their digital services, particularly PDF documents, were fully compliant with online accessibility standards, making banking more accessible for all customers, including those with disabilities.
Commonwealth Bank faced significant challenges with its existing digital infrastructure. Many PDF documents on the bank’s website were inaccessible to users with disabilities, violating accessibility compliance standards. This presented both legal and reputational risks. Additionally, there was a lack of standard operating procedures for maintaining accessible documents, and internal stakeholders required training to stay aligned with accessibility goals.
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.
After identifying problematic files, we engaged a specialized vendor to remediate non-compliant PDFs. For documents that could not be immediately made accessible, Infinikey collaborated with the bank’s risk management team to establish a compliance risk framework.
To prevent future accessibility issues, Infinikey Solutions developed robust Standard Operating Procedures (SOPs). These procedures established precise content creation and publishing guidelines, ensuring that all future documents adhered to accessibility standards.
A vital aspect of the solution involved training internal stakeholders to adopt the new accessibility protocols. Infinikey Solutions designed and delivered comprehensive training sessions for teams across the bank, ensuring all personnel understood the importance of accessibility and how to implement the new procedures.
Within 15 months of initiating the project, Commonwealth Bank successfully transformed its digital accessibility strategy, yielding significant improvements:
All identified PDF documents were accessible and republished on the bank’s website, creating a better user experience for customers with disabilities. The initiative helped Commonwealth Bank meet its goal of becoming the most accessible bank in Australia.
With clear SOPs and a robust risk management framework, the bank ensured ongoing compliance with accessibility regulations. These measures significantly reduced non-compliance risk and protected the bank’s reputation.
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.
Commonwealth Bank’s journey to becoming the “Most Accessible Bank” in Australia is a testament to 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 demonstrated leadership in the financial sector.
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