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Accessibility statement


Technical information about this website’s accessibility

As part of our commitment to accessibility we are required to publish where we know there are issues with our website.

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the following issues.

Non-HTML documents

Many of our older PDFs and Word documents don’t meet accessibility standards – for example, they may not be structured so they’re accessible to a screen reader. This doesn’t meet WCAG 2.1 success criterion 4.1.2 (name, role value).

Special sections of the site

Digital assistant (chatbot)

This statement was prepared on 11 October 2021, It was last reviewed on 11 October 2021.

The digital assistant (chatbot) feature known as 'Esca' appears on our website pages about Blue Badges if you have cookies enabled.

The development of the digital assistant is being managed by ICS.AI. It is intended to be used by everyone, with design considerations for assistive technologies. For example, that means you should be able to:

  • zoom in up to 200% without truncating text (tested on desktop screens from 1024 pixels by 768 pixels resolution and above)
  • navigate the digital assistant using just a keyboard
  • listen to the digital assistant using a screen reader (specifically the most recent versions of JAWS and NVDA)
  • the colour palette has been chosen to provide the highest contrast for the selected theme.

Instructions and replies from the digital assistant have been made as simple as possible to understand.

How accessible the digital assistant is

We know some parts of the digital assistant are not fully accessible. The following list describes the areas where the need for improvement has been noted.

  • There are no options to change line height or spacing of text, although some browsers may provide options to override this.
  • There are no options to change colours, contrast levels and fonts, although some browsers may provide options to override this.
  • The digital assistant supports keyboard navigation and text responses are read aloud. However, some text-only responses do not accept focus and therefore cannot be repeated by a screen reader after initial read-out.

Feedback and contact information

If you need information on the digital assistant in a different format like accessible PDF, large print, easy read, audio recording or braille, please contact us. We'll consider your request and get back to you.

We’re always looking to improve the accessibility of the digital assistant. Please get in touch with us if you find any problems not listed on this page, or think we’re not meeting accessibility requirements.

Email: Web team

Technical information about the digital assistant’s accessibility

ICS.AI is committed to making its digital assistant accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

The digital assistant is fully compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.

The digital assistant has been built on top of version 3 of the Microsoft Bot Framework Webchat. The following links provide further technical reading.

What we’re doing to improve accessibility

Due later in 2021, version 2.0 will be a significant update to the Esca digital assistant. The update will make use of new features provided by the Microsoft BotFramework.

The latest version of the Microsoft BotFramework WebChat includes an enhanced accessible user experience, documented on the Microsoft BotFramework WebChat Accessibility Guide.

The update will make it possible to change the colour palette of the digital assistant and use a variety of colour schemes for tone and contrast needs.