BMC Helix Remedyforce Accessibility statement

This accessibility statement applies to the BMC Helix Remedyforce application.

BMC Helix Remedyforce is a third-party application. 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

Due to BMC Helix Remedyforce being a third-party platform 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 UCL's RemedyForce Team, there is a process in place to acknowledge your contact, tell you who is dealing with your query and give you a timescale by which you can expect a reply.

We aim to respond to all contacts within 2 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.

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).

If you are in Northern Ireland and are not happy with how we respond to your complaint, you can contact the Equalities Commission for Northern Ireland who are responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’) in Northern Ireland

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

Remedyforce Console

There is a first level heading missing from the Webtop site. This hinders page navigation for assistive technologies. This fails WCAG 1.3.1 Info and Relationships (A) and WCAG 2.4.6 Headings and Labels (AA).

The following icons all have very low contrast:

• Add/Remove favourite
• Favourites list
• Salesforce Help
• Notifications

This could lead to a confusing user experience for those with a visual impairment. This fails WCAG 1.4.3 Contrast (Minimum) (AA). 

When tabbing through incidents on the Console view no highlight is presented to the user. Additionally keyboard controls do not work to open these incidents (by pressing Enter or Space). This causes the site to be unusable to anyone who relies upon keyboard navigation. The fails WCAG 2.1.1 Keyboard (A) and WCAG 2.4.7 Focus Visible (AA).

A number of style elements on the Remedyforce console are unnecessarily read out by Screen readers. This can cause site navigation issues for assistive technology users.  This fails WCAG 1.1.1 Non-text Content (A).

Remedyforce Self-Service

For forms that use radio buttons a screen reader does not read the options in the correct sequence. Note that, for all options of radio buttons, the sequence number is read as one. This makes the user journey for anyone who relies on a screen reader confusing. This fails WCAG 1.3.1 Info and Relationships (A).

Users cannot select multiple items in a multi pick list using the CTRL key. This makes the user journey for anyone who relies on keyboard only input, or a screen reader confusing. This fails WCAG 2.1.1 Keyboard (A).

When using Microsoft Edge screen readers read redundant text, such as HTML attributes. For example, on the Login page. This can cause confusion to those that rely on screen readers to navigate a site. This fails WCAG 1.3.1 Info and Relationships (A).

When using forms with attachments the delete button doesn't work, even if the focus is on the button. Screen readers also read background content from the delete popup and the background content from the Attachments popup as well as some content is read multiple times. This can cause logging self service forms to be frustrating. This fails WCAG 2.1.1 Keyboard (A).

Rich Text Fields menu items, Date and Date/Time fields added on forms are not accessible during the Tab navigation. If rich text fields are part of a self service form then this can make completing the form via keyboard navigation alone almost impossible, especially if the field is required. This fails WCAG 2.1.1. Keyboard (A).

Tab navigation on the Self Service page does not allow you to access any of the self service forms. This makes the user journey for anyone who relies on a screen reader confusing. This fails WCAG 2.1.1 Keyboard (A).

When using the Microsoft Edge, in some areas (Forgot Password link, View All Broadcasts icon), none of the keys (Space, Enter) work. This makes navigation for uses who rely on keys impossible. This fails WCAG 2.1.1 Keyboard (A).

Screen reader does not inform that knowledge articles should be read using the Up and Down arrow keys. This can cause navigation for users of screen readers to be frustrating. This fails WCAG 1.3.1 Info and Relationships (A).

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 OpenText. 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 30 January 2023. The Remedyforce console portion website was last tested on 23 January 2023. The test was carried out by the records and workflow Team. The self-service portion website was last tested on 24 November 2022. The test was carried out by BMC. The VPAT for that can be found at the following link: BMC Helix Remedyforce VPAT

What we’re doing to improve accessibility

UCL are working with BMC Helix Remedyforce 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.