MyServices accessibility statement

This accessibility statement applies to MyServices running on UCL's platform.

This website is run by MyServices. 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 400% 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

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 in this statement
If you have positive feedback on the accessibility considerations made.

When you contact the MyServices team, if there is a process in place to acknowledge your contact, you will receive an email stating who is dealing with your query. This response should also outline any potential timescales by which you can expect a reply.

We aim to respond to all contacts within 3-5 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.

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 organisation 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 version 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

Specialist interface

Screen reader users must first select a ticket and then tab back over 30 times to reach the edit button (JAWS and NVDA), creating a confusing navigation experience. This fails WCAG 1.3.2 Meaningful Sequence (A).

The text on an overdue SLA fails to meet the required WCAG colour contrast, risking information being overlooked by individuals with visual impairments. This fails WCAG 1.4.3 Contrast (Minimum) (AA).

Non-responsive elements, such as the primary navigation, can not be resized without assistive technology up to 200% without loss of content or functionality. This fails WCAG 1.4.4 Resize Text (AA).

The specialist's view limits responsiveness. Some content cannot be displayed without losing information or functionality, requiring scrolling at 400% zoom. This fails WCAG 1.4.10 Reflow (AA).

In the ‘Service Hierarchy Browser, the 'apply' option is only accessible by hovering over the selection, which prevents keyboard users from applying templates and knowledge base articles. This fails WCAG 2.1.1 Keyboard (A).

While there is a ‘Skip to main content’ option, users start their tab focus on the search bar, requiring them to know this option exists and tab backwards to access it. This fails WCAG 2.4.1 Bypass Blocks (A).

Some links, such as those for applying a template, lack descriptive purposes, leaving screen reader users unaware of their functions. This fails WCAG 2.4.4 Link Purpose (In Context) (A).

Some buttons do not have the minimum amount of spacing around them. This fails WCAG 2.5.8 Target Size (Minimum) (AA).

The human language of each passage in MyServices cannot always be programmatically identified. This means that assistive technologies, such as screen readers, may not be able to fully convert text into speech. This fails WCAG 3.1.2 Language of Parts (AA).

Pressing ‘Enter’ during a search does not indicate that the page has switched to global search, which could potentially confuse some user groups. This fails WCAG 4.1.3 Status Messages (AA).

MyServices Self Service and Mobile

The MyServices portal currently does not offer options to bypass text blocks, which may result in a less efficient user experience. This fails WCAG 2.4.1 Bypass Blocks (A).

Screen readers (JAWS and NVDA) do not read error messages, such as password reset requirements or profile creation issues, hindering users from accessing the portal when they enter incorrect login information. This fails WCAG 3.3.1 Error Identification (A).

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.

Some of our services include third party content which we have no control over such as documents which are sent to us and uploaded as part of the Finance service, or comments left on tickets by members of the public. The accessibility regulations do not require us to manage these kinds of content, but if you have a problem with any of the content hosted on this website, please contact us using the methods above and we will try to help.

Third-party content

Our websites may contain third-party content. We do not have control over and are not responsible for the accessibility of this content, but we make our 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 this web application using a combination of manual and automated checks. If you find an issue we have not yet identified, you can report it to us. We’ll pass this information to the web app owner who will review the issue, make sure it is included in our plan to fix issues and add it to the accessibility statement when it is next updated.

Preparation of this accessibility statement

This statement was prepared on 28 October 2024. It was last reviewed on 28 October 2024. This application was last tested on 30 August 2024. The test was carried out by MyServices, with some additional testing by UCL.

What we’re doing to improve accessibility

University College London (UCL) are working 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.