Case Study: British Business Bank uses Crownpeak DQM to reach best-in-class accessibility
Key results
The challenge
A 2018 UK regulation required public-sector bodies to make existing websites accessible by 23 September 2020. The British Business Bank had to audit and remediate thousands of pages across nine websites within two years, without dedicated accessibility resources or in-house expertise. Demand for its online services rose sharply during the COVID-19 pandemic, adding pressure to make financial-relief content accessible quickly.
The solution
The bank adopted Crownpeak's Digital Quality Management (DQM) platform, which automatically identifies WCAG violations and explains how to fix each one. Crownpeak provided expert-led consulting and joined the bank's weekly working groups during the countdown to compliance. An initial DQM scan surfaced more than 30,000 issues across the nine sites to prioritise for remediation.
“DQM makes accessibility compliance achievable, sustainable and fast, and supports us in our journey of continuous improvement.”
CTChristian TurnerSenior Customer Marketing Manager, British Business Bank
The results, in context
The bank achieved a 96% reduction in accessibility issues, with the average number of issues per page falling from 6.24 to 0.22. As the deadline approached, 72% of the fixes were completed in just two months. The bank reports its accessibility improvements now place it ahead of many peers in the financial services industry, and its digital team uses DQM daily to verify compliance before publishing.