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I B M I N T E R A C T I V E

Rukhsana Syed

Diversity & Compliance Leader

March 19, 2014

I B M I N T E R A C T I V E

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Compliance with the law

Respectful/inclusive internal environment

Cultural and Global adaptability

Diversity 1.0

Diversity 3.0™

Diversity 2.0

Diversity 3.0™ – Our Journey, Our Future, Our Evolution

Business Partners

Suppliers Clients

Workforce Community

Diversity = Innovation & Growth

’90s

’50s

’Today

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Our commitment prior to Federal Legislation IBMs COMMITMENT

People with Disabilities

1914 First Disabled Employee Hired

1940s Significant Training Programs, Hiring

Women

1899 First Women Employees Hired

1935 Women Hired as Systems Service Professionals

“Same Kind of Work for Equal Pay” T.J.Watson Sr.

1972 CEO V. Learson focused on Advancement of Women

Gays / Lesbians

Leaves

Minorities

1899 First Black Employees Hired

1944 First Corporation To Support U.N.C.F.

1946 First Black Professionals Hired

1953 IBM's First Written Equal Opportunity Policy - Hiring

“Regardless of Race, Color Or Creed..."T.J. Watson, Jr

1973 Rehabilitation Act 1992 Americans With Disabilities Act

FEDERAL LEGISLATION

1963 Equal Pay Act

1956 Williamsburg Conf. (Religious/Racial CEO Focus) 1964 Civil Rights Act 1975 National Hispanic Scholarship Fund

1956 3 Months

1988 3 Years 1993 Family and Medical Leave Act

1986 Non-discrimination on the Basis of Sexual Orientation Publicly Stated

1993 Same Sex Benefits Coverage in Canada

1996 Domestic Partner Benefits

2002 U.S. Equal Opportunity Policy – “gender identity and expression” were added

2002 Global Equal Opportunity Policy – “orientation, gender identity and expression” were added

General

2005 U.S. and Global Equal Opportunity Policy – “genetics” was added

2002 IBM Endorsed Employment Non-discrimination Act (ENDA)

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IBM Leadership in Accessibility IBM has provided 100 years of leadership in accessibility innovation

Connections 3.0 (2010)

Voice Chat Transcriber (2010)

Compliance Checker (2010)

Hired first employee with a disability

1914 1950s & 60s

1980s 1990s 2000 2010 2013 1970s

Social Accessibility Project (2008)

Spoken Web (2008)

Sametime Accessible Communication Plug-Ins (2008)

Virtual Worlds Accessible UI (2008)

Accessible Air Travel Kiosk (2008)

VoiceType Dictation (1990)

SpeechViewer (1991)

Screen Reader 2 (1992)

Home Page Reader (1997)

ViaVoice (1998)

IBM CI162 Corporate Mandate (1999)

Remote Control Keyboard (1950s)

Phone Communicator (1987)

Screen Reader / DOS (1988)

Talking Typewriter (1980)

Talking Display Terminal (1981)

Shoebox (1960s)

First Braille Printer (1975)

Accessible Workplace Connection (2009)

IAccessible 2 / WAI-ARIA (2009)

Media Captioner & Editor (2009)

Web Accessibility Toolbar (2003)

Easy Web Browsing (2003)

CaptionMeNow (2004)

aDesigner (2004)

IBM Access My City (2011)

E-Book Improvement System (2011)

Accessibility Compliance System (2014)

VoiceType Dictation (1990)

SpeechViewer (1991)

Screen Reader 2 (1992)

Home Page Reader (1997)

ViaVoice (1998)

IBM CI162 Corporate Mandate (1999)

VoiceType Dictation (1990)

SpeechViewer (1991)

Screen Reader 2 (1992)

Home Page Reader (1997)

ViaVoice (1998)

IBM CI162 Corporate Mandate (1999)

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Accessible Technology Innovations Today

Access My Campus

• Accessible indoor way-finding for businesses, universities, hospitals

• A mobile guide, adaptable for any “campus” to help users find points of

interest such as classrooms, meeting rooms, dining facilities, offices, etc.

• Indoor navigation provides real-time indoor directions to vision-impaired and

blind individuals

• The prototype demonstrates Wi-Fi land-marking to determine a location

• IBM Researcher Eddie Cardoshinsky

• Listen for Eddie’s tablet announcing locations as he navigates around an

unfamiliar office building

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Best Practices: Meeting Diversity Objectives

Consistent, Global Implementation

Diversity Objective

Harness unique powers of diversity to create a smarter workforce - ultimately, a Smarter Planet, for all • Enable PwD competitive productivity with comprehensive/effective accommodations • Part of ensuring PwD equal opportunity to advance and contribute

Public Accommodations

Well-defined accessibility standards supported by training and tools

Accessibility integrated into planning, procurement, development, and communications

Required annual EO training for all employees

Barrier Free IBM, CI 162, Smarter Planet

Personal Accommodations

Holistic accommodation approach:

– Considers techn, environment, job role

– Multi-disciplinary teams (line management, HR, medical, IT, legal, real-estate ops, etc.)

Costs charged at division, not dept level

Separation of duties in accommodation processes (decisions owned by HR, not line management)

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Need for Innovation: Challenges

Understanding accommodation challenges

– Difficult due to privacy requirements, individual sensitivity, cultural variations

– Can be biased by the views of the vocal few

– True barriers to PwD productivity are not fully understood

Studying the problem

– Targeted, anonymous surveys of PwDs – e.g. IBM reached 300+ PwDs in 23 countries

– Focus groups – e.g. IBM leveraged our IBM Diversity Network Groups

– In-depth studies – e.g. IBM conducted enterprise-wide studies performed by experts using virtual teams like IBM Academy of Technology

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Need for Innovation: IBM Survey Findings In spite of strong accommodation policy and programs, IBMers

believe their competitive productivity has been hampered by under-accommodation A global challenge More significant in areas outside North America, some parts of Europe / Japan

Causes: Excessively time consuming for PwD & Mgr to … Understand accommodation policies and processes Identify who is responsible for helping with various issues Identify most appropriate accommodation solutions Find or hire expert advice Order, install, and configure Inappropriately low expectations of PwD productivity PwD concerned about being perceived as a burden Keeping accommodations current seen as too risky and/or too costly

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Need for Innovation: Process Issues In enterprises, accommodation processes are

often... Locally executed with wide variation in

methodologies and outcomes

Highly dependent on undocumented knowledge, skills and experience acquired by passionate and dedicated few individuals

Hampered by inconsistent understanding of organizational responsibilities

Based on phone and e-mail communications that pose privacy risks and make issues difficult to track

Difficult to improve because process performance metrics and reports could only be compiled manually

Lacking a feedback mechanism to measure effectiveness from PwD perspective

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Need for Innovation: Four Key Areas

Hiring & Retention

When employee accommodations are not comprehensive and optimally effective, retention rates can be lower

Employee Productivity

When the accommodations process is not defined, inefficient, unclear or confusing productivity rates of employees who require accommodations – and the team members who participate in the process – are lower

Government Penalties & Fines

Inadequate hiring and retention rates for employees with disabilities can result in companies having to pay higher quota-related fines to various governments

Health Insurance

Higher rates of employees on short or long-term disability, or worker’s compensation, can result in higher overall costs in health insurance

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What is a Workplace Accommodation? A modification or adjustment to a job, the work environment, or the

manner in which duties are accomplished

Enables a worker with a permanent or temporary disability to perform the essential functions of a job, and be competitively productive

Can be both public (e.g. standards-conforming ICT) and personal (e.g. assistive technologies, services, etc.)

Ergonomics

Hardware Non-Standard

Site Services Other Medical

Job Software

Non-Standard Mobility

Displays, Headsets, Keyboards

Chairs, Mice, etc.

Magnifiers, Voice Reco,

Readers

Alert Systems, Physical Access

Captioning, Admin Help, Interpreters

Work Loc, Schedule, Job Adjustment

Scooters, Special

Rental Cars, etc.

Fatigue, Dexterity,

etc.

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Innovation @ IBM: Integrated Process & Tool

Process Transformation Process Supported by Tool

Simplifies

Hides necessary complexity from PwDs/Mgrs

Makes globally consistent

Integrates with other business processes

Establishes clear responsibility/accountability

Steps users through process

Manages teams

Protects privacy

Builds/manages global solution portfolio

Enables proactive support

PwD/Manager Web Application

• Single, simple, global, personalized point-of-entry

• Automated workflow mgmt

Human Resources

Biz Transformation & I/T

Accessibility Center

Finance

Procurement

Local Management

Country Management

Vendors

Back-End Accommodation

Processes

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Innovation @ IBM: Accessible Workplace Connection

One-stop self-service portal helps employees manage workplace accommodation requests

– Centralized, consistent process

– Improves efficiencies in request management, team assignments, communication, decision making

– Powerful catalog with many accommodation types

– Used for new accommodations, accommodation changes, and support/maintenance requests

– Optional reporting module helps companies analyze and manage workplace accommodations

– Automated email notifications, team handoffs

Does not replace existing processes/systems for:

– Fulfillment or procurement of accommodations

– Electronic medical records storage

– Inventory management

IBM AWC helps people who need accessibility assistance and their managers to acquire and effectively use accommodations that enable them to be competitively productive while also safe guarding the

privacy of information about their personal situation and needs. Reasonable Comprehensive Effective

IBM Accessible Workplace Connection (AWC) Application

Single Global Accommodation Process

Accommodation Catalog

Personal Accommodation

Profiles (request history)

Case/Request Manager

(workflow)

Solutions

Requirements Process

data

Solutions Usage data

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Innovation @ IBM: AWC Screen Shots

Requestor Request Administrator Process Administrator

Portlet

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Innovation @ IBM: AWC Request Process

Solution was not adequate

Active Request

Draft Request Initial Team Formation Assessing Needs

Acquiring Solutions

Evaluating Solutions Closed Request

User chooses reason, describes problem.

Optional: add draft solutions from catalog

Request admin reviews request, modifies default staff assignments suggested by system.

Note: team can be modified at any time.

Team membership grants access rights.

Solutions added to request from catalog.

Each solution is reviewed, discussed, and approved or rejected.

Solutions are ordered, delivered, installed & configured.

Request administrator updates progress of each solution in system.

PwD uses/evaluates, provides feedback.

Each solution is dispositioned.

Inadequate solutions return processes to assessing needs.

When all needs are met, request administrator closes request.

All team members lose access except PwD and process admin (super user).

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Innovation @ IBM: AWC Supports Multiple Roles

Process & Request Administrators Process Administrator Backup Process Administrator Request Admin/Team Lead Backup Request Admin/Team Lead Other Accommodation Team Members

Requestors & Managers User for whom a request is made User who drafted a request Requester's Manager

HR Partners Medical Case Workers Legal Representatives

Accommodations Specialists IT Accommodations Specialist Site Accommodations Specialist Services Accommodation Specialist Mobility Accommodations Specialist Ergonomics Accommodations Specialist

Portfolio Managers (Catalog Managers) IT Accommodations Portfolio Manager Site Accommodations Portfolio Manager Services Accommodation Portfolio Manager Mobility Accommodations Portfolio Manager Ergonomics Accommodations Portfolio Manager Medical Accommodations Portfolio Manager Accommodations Catalog Entry Owner

* HR – Human Resources