Funded by: Digital Barriers: Set Up and Operation of a National Helpdesk Christian Radek Ph.D., BAG SELBSTHILFE/Di-Ji
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Funded by:
Digital Barriers:
Set Up and Operation of a National Helpdesk
Christian Radek Ph.D., BAG SELBSTHILFE/Di-Ji
Overview
The Di-Ji Project
Legal Background
Digital Barriers
Helpdesk Operation
Examples
– Web barriers
– Barriers and public digital terminals
THE DI-JI PROJECT
Digital Barriers
Set Up and Operation of a National Helpdesk
The Di-Ji Project
„Digitally informed – integrated at work“
National German Project funded by:
– The Ministry for Labour and Social Affairs
– Runtime is 36 months
Project Consortium
– BAG SELBSTHILFE
– FTB
– Sozialverband VdK
– Supported by TU Dortmund
Goals
Access to the work environment
– Education, Work, Commuting, Taxes, …
Removal of digital barriers
Improve and secure quality
– Ensure sustainable accessibility
Provision of guidelines (How to …) and target agreements
Raise public awareness
Promote Universal Design
LEGAL BACKGROUND
Digital Barriers
Set Up and Operation of a National Helpdesk
Legal Background
UN Convention on the rights of people with disabilities (e.g. Article 9)
Law against the Discrimination of People with Disabilities BGG §4
Accessible Information Technology by law (BITV) in effect since:
– 1.0 (17.07.2002) based on WCAG 1.0
– 2.0 (22.09.2011) based on WCAG 2.0
Three areas
Legally only government agencies and authorities are required to provide accessible ICT.
Private organisation, companies, or firms are not required to provide accessible ICT.
Gray area:
– Organisations linked to the government
– Companies which are subcontracted by the authorities
– Projects funded by the government
DIGITAL BARRIERS
Digital Barriers
Set Up and Operation of a National Helpdesk
Digital Barriers
Barriers in ICT
– World Wide Web • Web pages, web applications (Online banking),
multimedia
• Networking (Facebook, Twitter, …)
– Online Documents • PDF, MS Word documents
– Software • Operating System
• Programms (e.g. tax computation / refund)
– Public Digital Terminals (PDTs) • Automated Teller Machines (ATMs)
HELPDESK OPERATION
Digital Barriers
Set Up and Operation of a National Helpdesk
How to report?
Barriers can be reported by:
– Phone
– Fax
– A simple web form (to state the problem)
– A more detailled web form
Further steps
Assessment of the problem
– Confirmation of the barrier
– Identification of the underlying cause
Contact the owner, manufacturer …
– State the problem • What is the problem? For whom is it a problem?
– Identify the cause • The problem is caused by …
– Provision of advice • Do, use, change etc.
Reaction
Response
– No response (2nd attempt is made by us)
– Acknowledgement of the problem, but failure to resolve it because of
• customer requirements
• corporate identity
– Promises to solve the problem at some point in the future (e.g. re-launch in x months).
– To stop work with a subcontractor
Information of the outcome is given to the person who reported the problem.
EXAMPLES
Digital Barriers
Set Up and Operation of a National Helpdesk
Top 7 Web Barriers
1. Insufficient colour contrast.
2. Missing alternative text for non-text
objects (e.g. images).
3. Incorrect or missing link between form
field and label.
4. No use, incorrect use, or incorrect order
of heading tags.
5. Mouse versus keyboard access.
6. CAPTCHAS.
7. Links opening in new widow or tab.
Public Digital Terminals
(Mr. Languth-Wasem, Vice President BAG SELBSTHILFE)
Thank you for your attention!
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