Case Study: An Accessibility Story in the Banking Industry

Bendigo Bank has over 165 years of banking experience, serving 2.7 million customers, employing more than 7000 people, and reinvesting $366 million back into the community though its unique Community Bank model. 

Bendigo Bank has focussed on access and inclusion planning since approximately 2017, whilst passionate people across the bank have championed accessibility on an ongoing basis.

TTC Global has supported Bendigo Bank across the past few years with the creation and implementation of its second Accessibility and Inclusion Plan (AIP). Our Digital Accessibility Practice has guided Bendigo Bank on its digital accessibility journey, with particular focus on inclusive marketing and accessibility of the website. 

“We’re committed to breaking down barriers to participation and improving customer access to our products and services by creating a safe, inclusive, and empowering environment,” Bendigo Bank Inclusion Specialist, Belinda Dudderidge said.

AIP progress over time

Sam Dancey, TTC Global’s Digital Accessibility Practice Lead guided Bendigo Bank to create the second iteration of its AIP and supports teams across the bank with implementation and governance. 

“It’s imperative to ensure collaboration across teams to ensure progress is made. Creating meaningful change occurs when teams understand why and how accessibility relates to the work that they do, and there is appropriate support and resources to make it happen! 

Bendigo Bank is a delight to support. They continue to be highly committed to the improved inclusion of people with disability and have extended their passion to do so beyond the AIP. They really are a passionate bunch!” Sam Dancey, TTC Global.

Some of the key mechanisms and influences that have supported gradual momentum include:

• A vocal Executive Sponsor who actively champions accessibility
• Mobilising teams across the Bank to create and own their actions
• Establishing strong governance for the roll-out of the AIP
• Aligning BEN Ability’s (the bank’s Disability Employee Network) strategy with the AIP and learning from and engaging with BEN Ability during the entire process.

Bendigo Bank has moved from individual champions across the bank, to aligning goals and actions that teams and divisions actively advocate for and progress. 

Whilst Bendigo Bank acknowledges that there is work to do, TTC Global and the Bank are proud of the progress made, the awareness raising and knowledge shift over time, the commitment and engagement from senior leadership across the bank and of the teams who are embedding different ways of working to factor accessibility into the everyday. 

 “We are committed to creating an accessible and inclusive environment for all, ensuring that our premises, services and digital platforms are barrier free. We recognise that accessibility is an ongoing journey and while we’ve made meaningful progress, we know that there is more work to be done. We remain dedicated to continuous improvement and collaboration with TTC as we continue to strive towards a barrier free experience for all employees and customers,” Bendigo Bank Inclusion Specialist, Belinda Dudderidge said.

Integrating Digital Accessibility 

Our Digital Accessibility Practice has collaborated with and supported Bendigo Bank to achieve some of its digital accessibility commitments. 

Digital accessibility is more than simply undertaking accessibility audits, and Bendigo Bank understands this and is actively working towards embedding better ways of working. We partnered to support the focus on some of the functions driven by Marketing, including the website. This is a robust place to start for any organisation seeking to improve the accessibility of its externally facing platforms and communications. As per the AIP, Bendigo Bank is moving towards the integration of digital accessibility practices and improved processes more broadly across the organisation. 

Good practice is to eventually (at the right time for the team/organisation) focus on role specific accessibility knowledge and skills requirements, with support from experts. Team members are not expected to be digital accessibility experts but having support to discover your organisation’s focus and accessibility expectations is beneficial. 

Provision of TTC training, coaching, and consulting has supported some Bendigo Bank teams responsible for improved digital accessibility. Accessibility audits have played a role in the support provided but are not the sole focus. 

Sam Dancey shared: “Bendigo Bank already had some fantastic foundations and practices to support their marketing efforts and access to the website. We are proud of the progress they have made and have seen real dedication to learning more. Our team loved delivering an internal webinar for employees to raise awareness about digital accessibility for Global Accessibility Awareness Day (GAAD). It is always great to be able to share the knowledge with a broader audience!”

Digital accessibility is a journey for any organisation, and it takes time to progress integrating practice into roles and the everyday. Having external support will enable a team to understand where they are currently, and the best initial, next steps.

In Summary

For Bendigo Bank, accessibility is fundamental to creating inclusive experiences for employees and customers. Bendigo Bank understands there is more work to do and that this is a journey they fully embrace. 

TTC has seen incredible progress already, and with the same focus and determination, Bendigo Bank will continue to create change and better include people with disability as customers and employees. 

“We are proud to partner with TTC in developing and implementing our second Accessibility and Inclusion Plan. The support and guidance Sam has provided as the Bank continues to create a more inclusive and barrier-free environment for our customers and employees cannot be underestimated.” Bendigo Bank Inclusion Specialist, Belinda Dudderidge said.

To view Bendigo Bank’s Accessibility and Inclusion Plan visit their website: Accessibility and inclusion | Bendigo Bank