A Leading Healthcare Insurance Provider
The story
A leading US-based healthcare insurance provider needed to ensure its annual enrolment kits were accessible and compliant with ADA standards. With large volumes of customer-facing documents and strict turnaround timelines, the organization required a solution that could deliver accuracy, consistency, and scale.
The challenge
The business needed to transform its digital accessibility processes to handle the rising volumes of annual enrolment kits. Key challenges included:
Processing a potential backlog of 200,000+ pages/year Implementing a template-based solution with frequent changes to document templates Managing high volume and short TAT with manual processes Identifying and fixing reverse text issues
- 200,000+ pages to be processed annually
- Frequent changes to the document template
- High volumes
- Short turnaround times
- Reliance on manual processes
- Process complexities such as reverse text encoding
The solution and results
Williams Lea implemented an AI/ML-driven accessibility solution, combining automation with its Expert-in-the-Loop model to ensure every PDF and MS Office document met ADA compliance standards.
Through its Accessibility-as-a-Service model, Williams Lea performed character encoding, eliminated reverse text issues, and created a streamlined, repeatable workflow for delivering accessible content.
The customized solution enabled the client to scale production while maintaining accuracy. Key outcomes included:
- 210,000 pages made ADA compliant
- 99.8%+ quality achieved across outputs
- Processing increased from 135 pages to 17,000 pages over 14 months
- Less than 24-hour turnaround for lower-volume documents
