Digital Inclusion at the Workplace Post Covid19

Ignacio Peinado, Eva de Lera, José Martínez Usero, Colin Clark, Jutta Treviranus

and Gregg Vanderheiden

Raising the Floor – International, 150 Route de Ferney, Geneva, Switzerland

Keywords: Digital Inclusion, Accessibility, ICT Access, Quality of Life, Life-work, COVID-19, Pandemic, Work,

Health, Ageing, Digital Literacy, Skills, Artificial Intelligence, Accessible Workplace.

Abstract: The rapid advances in information and communication technologies and the widespread adoption of

disruptive technologies such as AI and automated systems are changing the work landscape dramatically and

are affecting especially older workers and workers with disabilities. Since 2020, the COVID-19 pandemic has

accelerated some of these changes, widening the unemployment gap for people with disabilities. To facilitate

reskilling and upskilling of older workers and people with disabilities we need to create inclusive work

environments that consider their evolving needs and capabilities. The Global Public Inclusive Infrastructure

(GPII) provides workers, employers and organizations with tools and methods to include accessibility into

their practices and policies. The SmartWork project provides a great opportunity to test how Morphic, the

auto-personalization from preference solution provided by the GPII, can help building a more inclusive

workplace.

1 INTRODUCTION

Over a billion people in the world – around 15% of

the overall population - and 100 million people in the

EU live with a disability

. More than 46% of persons

aged 60 years and over have disabilities and more

than 250 million older people experience moderate to

severe disabilities

. When most people without a

disability think about disabilities, they usually picture

major disabilities such as blindness or paraplegia, but

disability encompasses a vast and fluid number of

physical and mental health conditions such as asthma,

depression, or temporary physical problems, which

can come and go throughout a person’s lifetime (even

in a single day). As we age, our physical and mental

capacities change for the better or worse, which

requires us to continuously adapt to our changing

circumstances. These changes can affect us in all

aspects of our life and can be especially challenging

in the field of work, as our capacities need to comply

with the requirements and expectations of our co-

workers, managers, or clients. Theories such us the

lifespan development theories propose that humans

https://www.euro.who.int/en/health-topics/Life-stages/

disability-and-rehabilitation/data-and-statistics/facts-on-

disability

face different challenges across their individual

lifespan that require learning and adaptation as well

as decisions about changing resources (Baltes, 1987).

These challenges occur due to the ongoing interplay

of both individuals’ abilities and needs and

environmental requirements and resources (Hertel &

Zacher, 2018). This mismatch is what defines

disability, according to the definition provided by the

social model of disability.

The Global Public Inclusive Infrastructure (GPII)

aims to ensure that everyone who faces accessibility

barriers due to disability, literacy, digital literacy, or

aging, regardless of economic resources, can access

and use the Internet and all its information,

communities, and services for education,

employment, daily living, civic participation, health,

and safety. The SmartWork project has provided an

opportunity to test some of the concepts developed

within the GPII in a work environment, as well as the

first time that Morphic, the auto-personalization from

preferences solution part of the GPII, is tested in a real

environment in European soil.

https://www.un.org/development/desa/disabilities/disabi

lity-and-ageing.html

460

Peinado, I., de Lera, E., Usero, J., Clark, C., Treviranus, J. and Vanderheiden, G.

Digital Inclusion at the Workplace Post Covid19.

DOI: 10.5220/0010722900003063

In Proceedings of the 13th International Joint Conference on Computational Intelligence (IJCCI 2021), pages 460-467

ISBN: 978-989-758-534-0; ISSN: 2184-3236

Section 2 of this paper presents an overview of the

problematic and discusses some barriers that older

workers and worker with disabilities face in the work

environment, and how the COVID-19 pandemic has

exacerbated some of these issues while also opening

some opportunities. Section 3 discusses relevant

trends regarding the future of work, and how they can

impact older workers and workers with disabilities.

Section 4 discusses some strategies for building

inclusive workspaces, and how the GPII can be used to

improve the performance and motivation of older

workers and workers with disabilities. Finally, section

5 describes how the SmartWork project will test

Morphic, the auto-personalization from preferences

solution provided by the GPII, in a real work

environment, and our expectations from the pilots.

2 WORK, AGEING AND

DISABILITY

2.1 The Right to Work

Having a job in equal terms to their counterparts is

fundamental to social integration and participation in

society of people with disabilities. The population of

people without connectivity, and/or unable to access

or use computers so they can work calls for a need to

inject inclusiveness in all ICT, to ensure that all

people, including people with disabilities, can have

their rightful access to work.

Article 27 of the United Nations Convention on

the Rights of Persons with Disabilities (hereafter

CRPD) enshrines the right to work and employment

as a fundamental right. In all regions, countries are

making efforts to harmonize legislative and policy

frameworks with the CRPD, including by seeking to

domesticate provisions. In the United States, the

American with Disabilities Act (ADA) of 1990 makes

it unlawful to discriminate in employment against a

qualified individual with a disability. In Europe, the

new 2021-2030 European Disability Strategy

foresees the presentation of a package to improve

labour market outcomes for people with disabilities in

2022, plus outlining the development of new

disability indicators and hence better information

about the situation of people with disabilities in

employment (European Commission, 2021). At a

global level, the United Nation’s 2030 Agenda and

Sustainable Development Goals aims to ensure an

inclusive future of work. More specifically, Goal 8

https://askjan.org/topics/costs.cfm

aims to achieve full and productive employment and

decent work for all women and men, including for

young people and persons with disabilities, and equal

pay for work of equal value, by 2030.

Despite all legislative efforts, in the European

Union, only 50.6% of persons with disabilities are

employed, compared to 74.8% of persons with no

reported disabilities. Moreover, it is common that

people with disabilities face higher levels of

unemployment and higher risks of poverty and

discrimination. Segregated work, or sheltered

environments, usually lead to sub-minimal wages

and, as its own name implies, segregation. It is still

not clear how the COVID-19 pandemic has affected

the rates of employment of persons with disabilities

compared to people without disabilities at European

level. Nevertheless, during the pandemic a widening

of the disability employment gap has been observed

both in UK (Holland, 2021) and the USA (Schur,

Ameri, & Kruse, 2020).

2.2 Barriers to Employment for PWD

There are several reasons why business managers and

employers have reservations regarding hiring people

with disabilities: in some cases, they fear their job

performance will be lower; in other cases, they are

worried that workers with disabilities will miss work

more frequently because of health problems, or are

worried about the cost of accommodations (Gaunt &

Lengnick-Hall, 2014) (Gold, Oire, Fabian, &

Wewiorski, 2012). In the former case, previous

research shows that people with disabilities score

higher in several efficiency-related metrics (Aichner,

2021). Regarding accommodations and their cost,

reasonable accommodations used at workplaces vary

from no-tech solutions which cost little or no money

(i.e., writing shorter emails in a simpler language) to

accommodations that are technologically simple or

unsophisticated (i.e., installing assistive technologies

in a computer, replacing a doorknob with an

accessible handle, etc.). A 2020 survey report

prepared by the Job Accommodation Network (JAN)

for the Department of Labor’s Office of Disability

Employment Policy estimated that 56% of workplace

accommodations for employees cost nothing to

execute, while the remaining ones have a median cost

of $500

. Moreover, some studies demonstrate that

businesses that integrate persons with disabilities in

their teams along with accessibility practices are more

likely to be innovative and reach broader audiences,

according to the World Wide Web Consortium

https://www.w3.org/WAI/business-case/

Digital Inclusion at the Workplace Post Covid19

461

2.3 The Impact of COVID-19 on Work

and Disability

The broad adoption of “remote” processes – tele-

work, tele-medicine, virtual schooling, e-commerce

and more – was steadily growing in the last decade.

But with the pandemic situation in 2020, the digital

transformation has accelerated to an unexpected

rhythm. According to Upwork’s, the world’s largest

work marketplace, as stated in its Future Workforce

Report, in 2025, there will be more people working

from home, more virtual social and entertainment

interactions, fewer forays in public than has been the

case in recent years (Ozimek, 2020). The pandemic

has rearranged incentives so that consumers will be

more willing to seek out smart gadgets, apps, and

systems. Digital transformation, i.e., “a process that

aims to improve an entity by triggering significant

changes to its properties through combinations of

information, computing, communication, and

connectivity technologies'' (Vial, 2019), is generally

taking place in all spheres of our life and affecting

everyone from babies to older people. In the digital

life at pre-COVID-19 times we were attending to a

process of steady digital transformation in e-

government services, health and care, business,

education, arts, etc.

This will speed up adoption of new education and

learning platforms, rearrange work patterns and

workplaces, change family life, and upend living

arrangements and community structures. The crisis is

enhancing digital interconnectedness that engenders

empathy, better awareness of the ills facing humanity

and positive public action.

The COVID-19 pandemic has disproportionately

affected many who historically faced significant

barriers to employment, including people with

disabilities. Because of a variety of factors, older

persons and persons with disabilities have been more

likely to be infected by COVID-19, develop serious

illness or die, or find themselves isolated,

impoverished and facing increased hardship in the

future.

3 THE FUTURE OF WORK AND

ACCESSIBILITY

A joint publication by Fundación ONCE and the ILO

Global Business and Disability Network, developed

within the framework of Disability Hub Europe,

identified the following megatrends of the Fourth

Industrial Revolution that will shape the future of

work: (1) the technological revolution; (2) the new

skills that will be required; (3) the cultural changes;

(4) demographic shifts, and (5) climate change. The

technological revolution is mainly driven by rapid

advances in information and communication

networks, data analysis and manipulation, and the

widespread adoption of disruptive technologies such

as Artificial Intelligence (AI) and automated systems.

Moreover, the COVID-19 has accelerated trends such

as the adoption of remote work and procedures.

Regarding demographic shifts, ageing societies need

to make disability inclusion a priority to be able to

address the current and future requirements of a large

percentage of their members, included the workforce.

The following subsections will discuss some of the

challenges related to the technological revolution

(specifically, Artificial Intelligence and automated

systems (section 3.1) and remote work (section 3.2)),

and the new skills that will be required (section 3.3).

3.1 Artificial Intelligence, Automated

Systems, and Accessibility

AI and automated systems are already having a

profound impact throughout the overall employment

life cycle, informing decisions about hiring,

management, performance evaluation, and beyond.

As an example, many companies are outsourcing

their human resources processes to specialized

companies that use machine learning and AI for

applications such as candidate screening, resume

parsing, and employee attrition and turnover

prediction. AI-driven tools are used for performance

evaluation, talent management, and employee

recognition using raw data and insights driven by

algorithms.

On the one side, AI has the potential to make the

workplace more inclusive by making workplace

accommodations faster and more convenient. For

instance, real-time AI-based captioning or

translations for teleconferencing applications can

help people with deafness, intellectual disabilities or

who don’t speak the language participate in a remote

call, or object recognition can support individuals

unable to view and image or see move through “live

spaces” (Inclusive Design Research Centre, 2021). AI

and automated systems are also being introduced as

replacements for human workers who help provide

disabled people access, and the use of AI-enabled

worker management platforms is growing steadily.

(Whittaker, et al., 2019)

Despite its apparent advantages, considerations

regarding fairness in AI for people with disabilities

has received little attention thus far. The fairness of

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462

AI methods needs to be examined since human bias

can be amplified rather than mitigated by machine

learning. Sources of bias can arise from biased

training sets, lack of representation in data sets or

because of the use of proxy data (Trewin, 2018).

When AI is part of the decision-making, it is

important that the decisions made by AI are

explainable. Some of the authors are currently

working on the We Count project

, a community-

driven project that aims to address the inherent bias

against small minorities and outliers in AI and data

analytics.

3.2 Remote Work

Since the outbreak of the COVID-19 pandemic

working from home has become the norm for millions

of workers in the EU and worldwide. Early estimates

from Eurofound (Eurofound, 2021) suggest that close

to 40% of those currently working in the EU began to

telework fulltime because of the pandemic. A recent

JRC study provides a rough estimation of around 25%

of employment in teleworkable sectors in the EU

(Fana, Tolan, Torrejon, Brancati, & Fernandez-

Macias, 2020). Teleworking is traditionally more

common in high-skilled, white-collar occupations. As

companies revisit their work practices and embrace

telework, the potential it offers for change could

prove a useful angle in making society in general and

work specifically disability inclusive. On the one

hand, employees with disabilities would greatly

benefit from working in a familiar environment and

reducing commute time, as well as from avoiding

stressful environments. On the other hand, the types

of jobs currently held by workers with disabilities

may greatly constrain their ability to benefit from this

increased availability of remote work (Schur, Ameri,

& Kruse, 2020). To ensure that older employees and

employees with disabilities are included in all aspects

of remote work during this crisis and always,

employers should consider new technologies that

may assist older and disabled employees with remote

work, as well as to make sure that accommodations

follow the employee home.

3.3 Skills and Disabilities

71% of employees in the EU need basic or moderate

level digital skills to perform their jobs. (European

Centre for the Development of Vocational Training

https://wecount.inclusivedesign.ca/

https://disabilityin.org/resources2/covid-19-response-

accessible-tools-and-content/

(Cedefop), 2015). Digital skills range from basic

usage skills that enable individuals to take part in the

digital society and consume digital goods and

services, to advanced skills that empower the

workforce to develop new digital goods and services.

In 2019, the percentage of people from 17 to 64 years

old having at least basic digital skills reached 58% (up

from 55% in 2015). These skill indicators are strongly

influenced by socioeconomic factors: regarding age,

only 38% of those aged 55-74 and 32% of the retired

and the inactive claimed to possess basic software

skills. It is expected that nearly 14% of the global

workforce will possibly need to change occupational

categories by 2030 due to technological advances

(Manyika, et al., 2017).

In the next decade, technological change will

likely bring a decline in physical tasks, and an

increase in cognitive and social tasks, digital tools,

and autonomy and teamwork (European Centre for

the Development of Vocational Training (Cedefop),

2015). Skills such as critical thinking, analytical

capacity, emotional intelligence, and cognitive

flexibility may become essential in this new

landslide. This new paradigm can be specially

challenging for older workers and especially for

workers with disabilities, who have statistically lower

levels of education and training, as well as difficulties

to access information and communication

technologies (Fundacion ONCE (Organisation) ILO

Global Business and Disability Network

(Organisation), 2021). Therefore, companies and

policy makers need to create the tools and

environment to facilitate reskilling and upskilling for

older workers and people with disabilities, especially

those whose jobs will likely disappear.

4 BUILDING AN ACCESSIBLE

WORKPLACE POST COVID-19

Creating an inclusive workplace is a complex process

that involves all departments in the organization.

Drawing on the collective expertise of their partners,

the site Disability:IN proposed a list of action items

aimed to help organizations ensure that employees

with disabilities are included in all aspects of remote

work during and after the pandemic

. In their

Accessibility Blog, Microsoft shared some thoughts

regarding what the disability community can teach us

about working remotely

. In both cases, their

https://blogs.microsoft.com/accessibility/inclusive-

remote-working/

Digital Inclusion at the Workplace Post Covid19

463

recommendations align with the detailed

recommendations provided by the World Wide Web

Consortium’s Web Accessibility Initiative (W3C

WAI) for planning, implementing, and sustaining an

organizational ICT accessibility program

or the

recommendations provided by the Employer

Assistance and Resource Network on Disability

Inclusion (EARN) for creating an accessible and

welcoming workplace

, and that can be summarized

in the following points:

1. Learn from people with disabilities and, if

possible, involve them in the design and

decisions processes in your company.

2. Incorporate accessibility in the corporate

culture of your organization, creating an

accessibility policy, supporting accessibility

champions and, importantly, granting

resources.

3. Leverage assistive technologies.

Furthermore, a joint document developed by

Fundación ONCE and the ILO Global Business and

Disability Network within the framework of

Disability Hub Europe (Fundacion ONCE

(Organisation) ILO Global Business and Disability

Network (Organisation), 2021) identifies the

following main levers for an inclusive labour market:

New forms of employment and employment

relations integrate disability inclusion.

1. Skills development and life-long learning

made inclusive of persons with disabilities.

2. Universal Design embedded in development

of all new infrastructure, products, and

services.

3. Make assistive technologies, existing and

newly developed, affordable, and available.

4. Measures to include persons with disabilities

in growing and developing areas of the

economy.

Raising the Floor is working to ensure that the

widespread adoption and rapid advances in

information and communication technologies do not

leave anyone behind, regardless of their physical and

mental abilities, their age, or their socioeconomic

status. As part of that vision, we have coordinated the

development of the Global Public Inclusive

Infrastructure (GPII), an infrastructure for making the

https://www.w3.org/WAI/planning-and-managing/

https://askearn.org/topics/creating-an-accessible-and-

welcoming-workplace/

development, identification, delivery and use of pre-

existing access technologies and services easier, less

expensive, and more effective. The GPII takes a

comprehensive approach to ICT access, addressing 3

key barriers through its 3 main pillars:

1. People do not know what will help them or

even if anything exists that would help them.

The GPII brings together information from 14

different databases about accessibility

software and hardware in its Unified Listing

2. Solutions do not exist for a person’s type,

degree, or combination of disability. The GPII

DeveloperSpace

list components and

resources to conceive, develop and market

novel accessible solutions.

3. Introducing the cloud-based auto-

personalization of digital interfaces based on

user needs and preferences. Morphic

facilitates the discovery of the accessibility

features embedded in the computer, as well as

assistive technologies both present in the

computer or in the cloud. When the user finds

a configuration that works for them, they can

store it securely in the cloud. The

configuration, based on the user’s needs and

preferences, will activate automatically when

the user keys in to Morphic in any other

computer with Morphic installed.

The solutions provided by the GPII will facilitate the

development of a more inclusive workplace. More

specifically, Morphic will provide employers and

employees with:

• Easy discovery of accessible features and

solutions for workers (and employers).

Sometimes, users are not aware or not eager to

recognize their own functional limitations (as

an example, during the SmartWork pre-pilots,

asked if they had any disabilities, one of the

interviewees stated that he did not, but he was

color blind). Moreover, our own capacities

may vary over time. even during the same day

or seasonally due to events like accidents or

injuries. Morphic unveils the accessibility

features embedded in the user’s computer and

provides them with easy access to otherwise

difficult to access settings. With Morphic,

users can play around with the computer’s

settings, find the configuration that better suits

https://ul.gpii.net/

https://ds.gpii.net/

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their needs and store that configuration for

future use, hence implementing our “one-size-

fits-one” vision.

• Enabling Full Digital Equity. Morphic

allows importing your configuration into any

Morphic-enabled computer. Nowadays, many

companies have dedicated computers with

several assistive technologies installed,

usually placed in segregated places within the

organization’s premises. This creates a sense

of “difference” between users who need

assistive technologies and those who do not.

With Morphic and its Install on Demand

functionality, any computer within the

organization can be automatically adapted to

the needs and preferences of the user, and even

the assistive technologies they need will be

automatically installed when the user keys in.

When the user keys out of Morphic, this

software will be automatically removed, and

the computer will be restored to its original

state. With Morphic, a shared computer can be

used in the morning shift by a worker with

disabilities and in the afternoon shift by

another worker with completely different

needs, without going through complicated

installation procedures. With Morphic,

companies can have a pool of “clean”

computers that can be provided to workers that

need to attend a meeting outside the

company’s premises or work remotely, and

that will be automatically configured to meet

the needs and preferences of the user.

• Bringing inclusive culture into corporate

culture. As stated in section 2 of this paper,

many employers and business owners

consider that workers with disabilities will

perform worse, or that the cost of the

accommodations required would impact on

the company’s benefits. In the end, the main

problem is the lack of an inclusive working

culture. Morphic can help companies build a

more inclusive working culture by raising

awareness about the whole range of

accessibility needs and solutions, facilitating

pre-built configuration bundles for different

groups of users that will foster empathy and

will allow IT staff to involve users with special

needs more quickly and efficiently.

While the GPII will help workers perform their work

more efficiently, there are other aspects of the overall

http://www.smartworkproject.eu/

work cycle that need to be addressed to improve the

inclusiveness of the workplace. As discussed in

previous sections, the fairness of AI solutions used in

the work decision processes needs to be addressed,

and Raising the Floor is working on initiatives such

as the We Count project that aims to ensure that AI

algorithms consider the needs of the tails of the tails.

5 CASE STUDY: MORPHIC AS

INCLUSIVE APPROACH IN

THE WORKPLACE

The European-funded SmartWork project aims to

support active and healthy ageing at work.

SmartWork is developing a suite of smart services,

building a Worker-Centric AI System for work ability

sustainability

. One of the SmartWork services is

UbiWork, which is based on Morphic. Within

SmartWork, we are using a TRL-7 version of the

softwarej, that has been already tested in several

operational locations in the United States, such as

public libraries and job centers (Szopa, Jordan,

Folmar, & Vanderheiden, 2019). SmartWork marks

the first time that Morphic will be tested in Europe,

more specifically in two work environments in

Portugal and Denmark.

Morphic was already tested during the

SmartWork pre-pilots and caused an overall good

impression among the workers interviewed. In

Autumn-Qinter 2021 it is being tested with 60 users

in Denmark and Portugal. The SmartWork project

started in January 2019, before the COVID-19

pandemic started, so we had to review our use cases

and switch from a classic office environment to a

mixed presential-remote work environment. The

version of Morphic that will be used in the pilots will

provide workers with the following features: (1)

employers or pilot facilitators will be able to create

custom Morphic implementations, adapted to the

company’s needs and routines, that can be distributed

to the employees; (2) Morphic will automatically

install all SmartWork software along with other

software required by the pilot facilitator or the

worker, and will orchestrate the identity management

of all SmartWork applications so that user needs to

to create custom configurations and store them in the

cloud, so that (4) when users switch computers, all

their configuration and software will appear

automatically, and (5) when the worker keys out of

Digital Inclusion at the Workplace Post Covid19

465

Morphic, the computer will be restored to its original

settings.

One of our objectives in the project is to

demonstrate that Morphic facilitates the inclusion of

people with disabilities in the workplace by achieving

true digital equity. Users with special needs will not

require a dedicated computer with assistive

technologies installed: organizations that deploy

Morphic will ensure that individuals who need

assistive technology software are able to sit down at

any computer, anywhere in their organization, and

have the assistive technologies they need appear on

that computer, configured to their needs and

preferences. Several users can share a computer and,

when a worker finishes its session in Morphic, the

computer will get back to its original state. When a

new worker or intern gets to the organization, they

can use Morphic to import the configuration of their

personal computers into their workstation, facilitating

the onboarding process of people with special needs.

The results of the pilots will be used to build

Morphic Enterprise, that will be made available as a

commercial product.

6 CONCLUSIONS

In Western countries people with disabilities face

higher levels of unemployment and higher risks of

poverty and exclusion. These problems may worsen

as the rapid advances on information and

communication technologies and the widespread

adoption of novel technologies such as AI and

automated systems are dramatically changing the

work landscape, killing some old jobs, and creating

new ones that require new skills, which might lead to

the exclusion of persons with disabilities or older

workers who have more difficulties for reskilling or

upskilling to the new skills. Some preliminary data

show that, in certain territories the COVID-19

pandemic has had a more profound effect in older

workers and people with disabilities. To facilitate the

inclusion of older workers and workers with

disabilities in this new work market, we need to create

inclusive workplaces, and to make sure that

employers and corporations bring inclusivity and

accessibility into their corporate culture and practices.

We believe that the GPII can be a useful tool to create

more inclusive workplaces, by leveraging the use of

assistive technologies and raising awareness about

accessibility tools and practices. The best way to

ensure that no users are left behind is to provide an

‘one-size-fits-one’ approach, providing workers with

the possibility to take control of their experience in an

informed way, involving users in the design and

decision processes so we make sure we do not leave

behind the tails of the tails.

ACKNOWLEDGEMENTS

Morphic was created with funding from the European

Union's Seventh Framework Programme (FP7/2007-

2013) grant SmartWork under agreement number

826343 and the Automated Personalization

Computing Project (APCP) grant number

H421A150006 from the U.S. Department of

Education. No endorsement by the funding agencies

should be assumed.

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