The business has a ramp. But can a customer use it independently? If using the service requires assistance from an employee, is that assistance available when it is needed? Describing a service as accessible does not yet establish whether a customer can use it in practice. This depends on how premises, technology, staff and agreed procedures work together.

This article reflects on the Matrix 2 development work from the perspective of its implementers, drawing on project reporting and the authors’ experience. It does not assess the effectiveness of the activities.