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Customer Relationship Management [CRM] accessibility statement

This accessibility statement applies to the UCL Customer Relationship Management (CRM) platform.

The UCL CRM platform is run by University College London (UCL). We want as many people as possible to be able to use this website, which means that you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • navigate the website using just a keyboard
  • navigate the website using speech recognition software
  • listen to most of the website using a screen reader

The UCL CRM is based on Microsoft Dynamics 365 and is therefore a third-party platform which means that some aspects of its accessibility are outside of our immediate control.

There are a number of customisation options for your browser and device that could help you use this website and other websites more effectively. AbilityNet has advice on making your device easier to use if you have a disability.

Feedback and contact information

Please contact us if you have an accessibility query including:

  • If you are experiencing issues with accessing information or using the website
  • If you find an accessibility problem not listed on this statement
  • If you have positive feedback on the accessibility considerations made. 

When you contact us there is a process in place that will acknowledge your message, tell you who is dealing with it and give you a timescale by which you can expect a reply.

We aim to respond to all contacts within 5 working days.

Reporting accessibility problems with this website

We formally test the accessibility of key user journeys that represent the breadth of content across our website on a regular basis against WCAG (Web Content Accessibility Guidelines) 2.2 AA standards.

The Microsoft conformance report for Dynamics 365 Marketing (covering the front end customer facing parts of the system) found that the service is partially compliant with the Web Content Accessibility Guidelines 2.2 AA. However, we have also listed below some issues we have identified from our local testing.

The Microsoft Dynamics 365 Marketing form is embedded into the UCL main website. Accessibility issues with the UCL website are documented in the Website Accessibility Stateement.

The Microsoft Dynamics 365 Customer Engagement – Sales conformance report (covering the back-end administration parts of the system) found that the service is partially compliant with the Web Content Accessibility Guidelines 2.2 AA. However, we have also listed below some issues we have identified from our local testing.

We're always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we're not meeting accessibility requirements, please contact us.

Read tips on contacting organisations about inaccessible websites.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Technical information about this website's accessibility 

University College London is committed to making this website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines (WCAG) 2.2 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

Microsoft Dynamics 365 Marketing form

The Microsoft Dynamics 365 Marketing form is embedded into the UCL main website. Accessibility issues with the UCL website are documented in the UCL Website Accessibility Statement.

The Microsoft Dynamics 365 Marketing conformance report covering the front-end customer facing parts of the system) found that the service is partially compliant with the Web Content Accessibility Guidelines 2.2 AA. However, we have also listed below some issues we have identified from our local testing.

On Chrome browser none of the error messages appear either visually or non-visually. Error messages on Microsoft Edge and Mac Chrome do appear visually.

Button focus is not always clear and does not meet contrast requirements. This fails WCAG 1.4.11 Non-text Contrast (AA).

The page progress indicator which allows you to know your place within the form is positioned after the Next button. This means that non-visual users may well miss this information. This fails WCAG 1.3.2 Meaningful Sequence (A).

On activating the Next button and the subsequent screen loading focus remains on the Next button and does not automatically migrate to the Question meaning that screen reader users have no feedback on the changing status of the page. This fails WCAG 4.1.3 Status Messages (AA).

If form completion contains errors a visual message is presented but this is not communicated to screen reader users. Users are also not automatically moveed to the appropriate part of the form where the error occurred. This fails WCAG 3.3.1 Error Identification (A) and WCAG 3.3.3 Error Suggestion (AA).

The radio buttons related to the question on page 2 are not clearly associated with the related question. This fails WCAG 3.3.2 Labels or Instructions (A).

The question is read out, but you are not aware that there is a limit for characters as this is not read out. This fails WCAG 3.3.2 Labels or Instructions (A).

Link elements are styled to appear like buttons throughout but on the final Submit query the element is a button. This fails WCAG 3.2.4 Consistent Identification (AA).

On page 2 of 5 some links are not descriptive of their destination. This fails WCAG 2.4.4 Link Purpose (A). 

On page 4 of 5 the date picker is not clearly described for screen reader users. This fails WCAG 1.3.1 Info and Relationships (A).

On page 4 of 5 in Edge the focus moves from the day field straight to the date picker icon and skips the year field. This fails WCAG 2.4.3 Focus Order (A).

On page 5 of 5 link elements are styled to appear like buttons throughout but on the final Submit query the element is a button. This fails WCAG 3.2.4 Consistent Identification (AA).

Microsoft Dynamics 365 Customer Engagement

The Microsoft Dynamics 365 Customer Engagement – Sales conformance report (covering the back-end administration parts of the system) found that the service is partially compliant with the Web Content Accessibility Guidelines 2.2 AA. 

If you find an issue that we have yet to identify, please contact us using one of the routes described in the ‘Reporting accessibility problems with this website’ section of this statement.

Disproportionate burden

At this time, we have not made any disproportionate burden claims.

Content that’s not within the scope of the accessibility regulations

This section covers issues that we do not need to fix right now. The law calls these exemptions.

Third-party content

Our websites contain third-party content. We do not have control over and are not responsible for the accessibility of this content, but we make best endeavours to work with the third-party to improve its accessibility. This may include:

  • links to non-UCL websites
  • content/functionality on our website
  • content hosted on other websites, such as social media sites.

To help accessibility compliance across the sector, University College London supports searchBOX, a centralised, independent directory of third-party accessibility information. 

searchBOX catalogues the contact information and accessibility statements of third-party suppliers, enables the sharing of community-generated accessibility statements, and allows users to map their supplier ecosystem. 

Users can access third-party accessibility statements using the free searchBOX Finder service. 

University College London encourages all our partners and suppliers to support this effort by ensuring that their accessibility information is included in the searchBOX directory. 

Our testing processes

We tested the website using a combination of manual and automated checks alongside reference to the existing conformance reports provided by suppliers. If you find an issue we have not yet identified, you can report it to us. We’ll pass this information to the website owner who will review the issue, make sure it is included in our plan to fix issues and add it into the accessibility statement when it is next updated.

Preparation of this accessibility statement

This statement was prepared on 24 October 2022. It was last reviewed on 24 October 2022. The website and web form were last tested on 11 October 2022. The test was carried out by the UCL CRM Platform team.

What we’re doing to improve accessibility

The UCL CRM Platform team are working with Microsoft to fix or provide alternatives for all issues that we are made aware of and as identified by our periodic internal testing and auditing processes.