CIOs and senior IT management already have a lot of responsibilities including user support,  cybersecurity, network performance, software development, meeting user needs, issuing hardware, rolling out software releases and upgrades, IT and digital strategy, and more. Although they certainly do not need any more on their “to do” list, website accessibility and digital accessibility is definitely an issue that that CIOs need to have on their radar.

Often a corporate website falls under the responsibility of the marketing function or the digital team; in fact, the involvement of the IT function may be minimal. For this reason, website accessibility – not always given the priority it deserves by the digital team - may only be a passing thought for any CIO. However, wider digital accessibility on other channels and services that IT may be more responsible for also may not be high on the CIO’s priority list, particularly with so many other competing and pressing issues.

Let’s explore some of the reasons why website and digital accessibility should be on the radar of CIOs.

1. Accessibility is usability

   IT functions are often focused on the usability and user experience of the systems they are responsible for, helping to create great experiences for both customers and employees. Subsequently a user experience or design specialist or team may be part of the IT function. 

   Accessibility is not always regarded as a usability issue, but actually when you create a more accessible website you are also often improving the usability for all visitors. Making the changes that make a website move towards meeting the AA level of the WCAG 2.1 standards will increase the usability of your website. Moreover, a significant proportion of website visitors have accessibility issues, so if IT functions are committed to a usable site for all visitors, then accessibility is a given. In our view accessibility is usability.

2. Accessibility is often perceived as an IT issue

   Even though a website may not be the responsibility of an IT function, any technical or associated website issues including accessibility, may be perceived to be an IT issue or an IT function’s area of responsibility. This perception can be exacerbated by a lack of understanding among stakeholders of exactly what accessibility is and how to manage it. While this is not necessarily a problem everywhere, it can be when that is the perception of your leadership. Here CIOs sometimes may need to ensure that accessibility is on the agenda and being dealt with, even it falls outside their area.

3. Someone has to be responsible for accessibility

   Accessibility is too important to be ignored, yet there can be issues with who is ultimately accountable for it at the senior level. When this happens, it can result in accessibility being deprioritised across the corporate agenda. If this is the case, CIOs are ideally suited to step forward and take responsibility for accessibility, setting a good example and helping to influence other senior stakeholders. Someone has to be responsible for accessibility and that person just may need to be the CIO.

4. IT due diligence on new software

   Sometimes marketing teams working with a digital agency may introduce a new Content Management System (CMS) with little involvement from an internal IT function. However, at some stage in either the RFP process or the project to build a new website, there will be a need for an IT due diligence process to ensure the CMS and website meet various standards relating to security, data privacy and performance.

   If it is not already, accessibility should be included in any IT due diligence process for any new software, or part of any procurement review. Accessibility is a significant risk issue that exposes organisations to potential legal action; it should be viewed in a similar way to data privacy. Does the new CMS support accessibility? How will accessibility be maintained in the new CMS? These are the kinds of questions that need to be considered in any new software acquisition process.

5. Making a strategic contribution

   CIOs and senior IT management make a strategic contribution to organisations, for example enabling digital transformation and helping to facilitate exceptional customer experiences. While website and digital accessibility may appear an operational matter, it can be strategically important in terms of minimising risk and reducing the chance of legal action and reputational damage. It also is a key tenet of strategic elements such as customer experience, employee experience and supporting Diversity and Inclusion. Ensuring accessibility is fully covered can support CIOs and IT function’s strategic contribution to organisations.

6. Delivering IT services and products

   Sometimes it is the case that the marketing function owns a website and that most of the work is carried out by a digital agency rather than the IT function. However, it is still very likely that IT will either be rolling out or be the product owner for other digital services and channels, either aimed at employees, or available externally to customers or suppliers. Whether these are built in-house or third-party tools, if IT are the product or service owner, they then have an inherent responsibility to ensure that systems and sites are accessible to as many as users as possible. 

7. Fixing front end issues as they happen 

   When a website or other digital channel needs to meet the AA level of the WCAG 2.1 guidelines, inevitably there are both content issues and coding issues that need to be sorted out, both in moving towards compliance and then on maintaining it. It is highly likely that you will need a front-end developer to be able to sort out CSS to help solve issues.

   The very best examples of teams who are able to improve accessibility on their website often combine people both from digital communications and IT; we have seen this work very well with our clients, for example at Chesterfield Borough Council.

   Having in-house IT functions involved in helping to drive accessibility and fixing front-end issues has real benefits, encourages less reliance on digital agencies, builds up internal knowledge and awareness, and ultimately supports an accessible website.

Keep an eye on accessibility

CIOs need to keep an eye on digital accessibility, make sure services and channels meet standards,  hold colleagues to account and keep accessibility on the agenda. It is too important not to be on their radar.