A Fortune 500 Insurance Provider
The story
A Fortune 500 insurance provider needed to make its open enrolment kits accessible within a strict 24-hour turnaround. With large volumes of customer-facing documents and complex document structures, the organization required a solution that could deliver accessible documents quickly and accurately.
The challenge
The business needed to deliver accessibility at speed while managing structural and operational complexity in addition to:
- Delivering accessibility within a 24-hour turnaround requirement
- Managing complex document structures generated from multiple source files
- Resolving structural issues
- Handling seasonal spikes in document volumes
- Maintaining accuracy across high-volume, time-sensitive workflows
The solution and results
Williams first addressed the structural issues through a pre-accessibility intervention to simplify the creation of a template-based accessibility solution, and employed an Expert-in-the-Loop model to validate exceptions. It provided PDF and MS Office document accessibility and color contrast analysis to meet the Accessibility standards of Section 508, ISO, and WCAG 2.1 AA.
The team simultaneously improved the Machine Learning capabilities of the proprietary and scalable AI/ML-based accessibility platform, reducing manual interventions. Resources were deployed based on the client’s seasonal requirements.
This accessibility solution enabled the client to deliver accessibility at speed and achieve:
- ADA compliance for 60,000+ pages
- 100% on-time delivery within required timelines
- 99.5% quality
- Greater consistency in accessibility delivery across high-volume workflows
