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<!DOCTYPE html>
<html lang="en" xmlns="http://www.w3.org/1999/xhtml">
<head>
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<title>Accessibility Maturity Model</title>
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<body>
<section id="abstract">
<p>
Digital accessibility is a human right. Yet 1.3 billion people in the world living with disability experience accessibility barriers everyday. The cost of excluding people with disabilities is high. Not only from a civil rights standpoint but also from a business perspective. People with disabilities represent the largest minority worldwide with a discretionary income in the billions. Companies risk losing customers, revenue and top talent while also facing legal risk, as digital accessibility is required by law in many countries.
</p>
<p>
The W3C develops and provides free digital accessibility protocols and guidelines that ensure long-term growth for the digital world and equal access for all. These protocols and guidelines are considered to be the gold standard for digital accessibility around the world.
</p>
Whether your company is just starting its cultural transformation on disability inclusion or looking to improve existing processes, the Accessibility Maturity Model can help. It provides a framework for measuring and assessing accessibility maturity, linking teams toward common goals and objectives.
<p>
The model is designed to work for any size organization. From small consultancies and large enterprises, to nonprofit/NGOs and government agencies, it provides actionable guides for establishing or improving policies, employee-communication, training, and tools. It also includes a way to measure and document organizational, cultural and technical capabilities.
</p>
<p>
The Accessibility Maturity Model is intended to be independent of the requirements in relevant technical accessibility standards, such as WAI-ARIA and the Web Content Accessibility Guidelines (WCAG).
</p>
<p>
Digital accessibility is a journey. Humans have a wide range of needs and preferences when it comes to using digital products, so there’s no one-size-fits-all solution. This can make it challenging to address every individual requirement. However, with a solid maturity model organizations can make significant progress towards improving accessibility and creating inclusive experiences for as many people as possible, meeting your consumers and employees where they’re at.
</p>
</section>
<section id="sotd">
</section>
<section id="introduction">
<h2>Introduction</h2>
<section id="About-maturity-model">
<h3>About the Accessibility Maturity Model</h3>
<p>Incorporating considerations for the accessibility of [=Information and Communications Technology=] (ICT) Accessibility into an [=organization=]’s workflow and quality governance can be a complex process. While some organizations have individuals or departments that support accessibility, many do not recognize the importance of ICT accessibility as a requirement, or the need for accessibility governance systems. This can limit their ability to produce accessible products and services, including training and documentation, which are essential for inclusive digital environments.</p>
<p>This challenge can be solved by encouraging organizations to establish and implement accessibility governance systems within their organizations. These systems integrate ICT accessibility criteria into policies, key business processes, organizational culture, and management structures in a consistent, repeatable, and measurable fashion. Only then can organizations address the complexities related to enabling ICT accessibility.</p>
<p>This proposed Accessibility Maturity Model describes an overall framework for establishing a robust ICT accessibility program and identifying areas for improvement. The Accessibility Maturity Model is a tool that:</p>
<ul>
<li>Assesses the current effectiveness and capabilities of an entire organization or subunits within the organization</li>
<li>supports identification of gaps between the current capabilities and the next level of accessibility maturity</li>
<li>supports plans for next steps to improve the organization's accessibility performance over time</li>
</ul>
<p>Organizations know when they are doing well (or poorly) with product accessibility using audit reports and bug counts. However, these metrics don’t indicate how the organization is doing operationally to continue to produce accessible products without examining some key corporate processes. The Accessibility Maturity Model is a big part of a “shift-left” methodology of preventing problems from recurring, not fixing them after they have happened.</p>
<p>Most maturity models contain a number of levels with increasing levels of maturity. Each level contains a definition, controls, a list of processes, and [=proof points=] that can be produced for an organization to legitimately claim that they are at a particular level of maturity.</p>
<p>Accessibility maturity modeling is very different than accessibility conformance testing</p>
<ul>
<li>Conformance testing provides information about the level of accessibility conformance of a particular product. The results of a conformance test provide a picture of a particular version of a product (or a subcomponent of a product).</li>
<li>Maturity modeling provides information about the ability of an organization to produce accessible products over the long term. The results of a maturity modeling assessment provide a holistic picture of an organization’s accessibility initiatives; where the organization is doing accessibility well and where improvements can be made to remove barriers.</li>
</ul>
</section>
<section id="WCAG-maturity-model-audience">
<h3>Audience for the Accessibility Maturity Model</h3>
<p>This document is intended to guide and evaluate the levels of organizational accessibility maturity that encompasses a public or private sector organization at any scale.</p>
<p>The primary audience for this maturity model is:</p>
<ul>
<li>Executive levels of an organization’s leadership</li>
<li>Other levels of management responsible for accessibility maturity</li>
<li>Policy and business process subject matter experts responsible for putting plans, actions, metrics, and governance in place.</li>
</ul>
<section id="scope">
<h4>Scope</h4>
<p>This document may also be used to measure the maturity level of parts of the organization, provided that the limited scope is clearly identified in any reports submitted to third-parties.</p>
</section>
</section>
<section id="existing-research">
<h3>Existing Research and Standards</h3>
<p>The Accessibility Maturity Model has been developed using research of existing maturity models and standards outside of WCAG. For example, </p>
<ul>
<li>ISO/IEC 30071-1:2019 Information Technology - Development Of User Interface Accessibility - Part 1: Code Of Practice For Creating Accessible ICT Products And Services <p>This ISO standard includes specifics to the incorporation of accessibility practices into the design and development process. This is orthogonal to the Accessibility Maturity Model which provides a way to assess an organization's accessibility maturity in dimensions beyond the design and development process. Adherence to ISO 30071-1:2019 could be used as a [=proof point=] for the maturity of the ICT Development Lifecycle dimension.</p></li>
</ul>
<p class="ednote">We intend to add other models the group has researched to this list.</p>
</section>
<section id="key-terms">
<h3>Key terms</h3>
<p>The following terms are used in this document:</p>
<dl id="terms">
<dt><dfn>accommodation</dfn></dt>
<dd><p>Modifications or adjustments that enable an individual with a disability to gain access and successfully complete tasks.</p></dd>
<dt><dfn data-lt="ACR">Accessibility Conformance Report</dfn> (ACR)</dt>
<dd><p>A document that formally summarizes the extent to which an information and communications technology (ICT) product or service conforms to international accessibility guidelines and standards.</p>
<p>The report's format is based on the [=Voluntary Product Accessibility Template®=] (VPAT®). ACRs are used by buyers to understand how accessible a product is, and any potential deficiencies.</p></dd>
<dt><dfn>contract lifecycle</dfn></dt>
<dd><p>The steps and processes related to the procurement of an ICT product or service beginning with the initialization of the solicitation process, response evaluations, vendor selection for award, implementation of the contract requirements, monitoring over the life of the contract including renewals until the contract reaches its end date.</p></dd>
<dt><dfn>customer</dfn></dt>
<dd><p>External or internal users of an organization’s products or services, including but not limited to students, members of the public, employees, and contractors.</p></dd>
<dt><dfn>dimension</dfn></dt>
<dd><p>An aspect on which an organization measures its accessibility maturity.</p></dd>
<dt><dfn>Information and Communications Technology</dfn> (ICT)</dt>
<dd><p>Information technology and other equipment, systems, technologies, or processes, for which the principal function is the creation, manipulation, storage, display, receipt, or transmission of electronic data and information, as well as any associated content.</p>
<p>Examples of ICT include, but are not limited to: computers and peripheral equipment; information kiosks and transaction machines; telecommunications equipment; customer premises equipment; multifunction office machines; software; applications; websites; videos; and electronic documents.</p></dd>
<dt><dfn>maturity stage</dfn></dt>
<dd><p>Granular stages used to signify the attainment or lack thereof of a specific maturity model [=dimension=].</p></dd>
<dt><dfn>organization</dfn></dt>
<dd><p>Include, but are not limited to:</p>
<ul>
<li>A government agency (Federal, state/province, county/city, municipality, etc.)</li>
<li>Any type of business entity (including a sole proprietorship, corporation, or LLC)</li>
<li>Learning institutions (university, college, district school system)</li>
<li>A nongovernmental organization (NGO) or non-profit</li>
<li>Subunit(s) of an organization where accessibility maturity is needed</li>
</ul>
</dd>
<dt><dfn>proof point</dfn></dt>
<dd><p>Are criteria for accessibility maturity supported by evidence.</p></dd>
<dt><dfn data-lt="VPAT®">Voluntary Product Accessibility Template®</dfn> (VPAT®)</dt>
<dd><p>A document template established by the Information Technology Industry (ITI) Council used by vendors to evaluate how well each accessibility requirement is met by a particular product.</p>
<p>Vendors use this template to respond to a potential [=customer=]’s [=Accessibility Conformance Report=] (ACR), which details how the product supports each criteria at one of four levels: Section 508, WCAG, EN 301 549 or international. VPATs, based on ACRs, are used by buyers to understand how accessible a product is, and any potential deficiencies.</p></dd>
</dl>
</section>
</section>
<section id="maturity-model-structure">
<h2>Maturity Model Structure</h2>
<p>The Accessibility Maturity Model is organized around seven essential [=dimensions=] of an [=organization=] where accessibility maturity can improve conformance with accessibility standards and regulations.</p>
<p>Dimensions have a unique descriptive name with a high-level, plain-language summary of what the dimension covers. Each dimension has two sub-sections:</p>
<ul>
<li>Proof points are criteria for accessibility maturity supported by evidence. Each [=proof point=] includes a high-level description. Deliverables are mostly self-explanatory, but in some cases, additional information is provided.</li>
<li>[=Maturity stages=], with definitions and expected outcomes to help [=organizations=] assess and report on the level of accessibility maturity attained for the dimension. The maturity stages indicate what is needed to reach full maturity for that dimension.</li>
</ul>
<section id="description-dimensions">
<h3>Dimensions</h3>
<p>The seven [=dimensions=] of organizational accessibility maturity are:</p>
<ul>
<li><strong>Communications: </strong>Information as it relates to an [=organization=]’s accessibility, as well as accessibility of all internal/external communications.</li>
<li><strong>Knowledge and Skills: </strong>Ongoing education, and outsourcing practices to fill gaps for accessibility operations.</li>
<li><strong>Support: </strong>Accessibility assistance provided to internal employees and external [=customers=] with disabilities.</li>
<li><strong>ICT (Information and Communication Technology) Development Life Cycle: </strong>Incorporation of web, software and hardware accessibility considerations in development processes - from idea conception, to design, development, testing, ACR production, user research, maintenance and obsolescence.</li>
<li><strong>Personnel: </strong>Job descriptions, recruiting, disability-related employee resource groups necessary to provide lived-experience to accessibility efforts.</li>
<li><strong>Procurement: </strong>A strategic process that concentrates on finding and acquiring accessible products required by an organization. Activities may include: sourcing, negotiation, and selecting goods and services.</li>
<li><strong>Culture: </strong>The attitudes, sensitivity, and behaviors around accessibility, including internal interaction, perception, and decision-making.</li>
</ul>
</section>
<section id="description-proof-points">
<h3>Proof Points</h3>
<p>Each dimensional outcome has a range of suggested [=proof points=], which includes any evidence or necessary measures that can be used to determine the maturity of each [=dimension=]. Progress towards achieving maturity is attained by creating the proof points described for each dimension.</p>
<ul>
<li>Proof points are evidence-based, organizational deliverables which indicate the [=maturity stage=].</li>
<li>Proof points are specific to the dimension being focused on. For example, if only procurement maturity is being measured, only procurement proof points should be evaluated.</li>
<li>For some dimensions, proof points are further organized by category.</li>
<li>Proof points can be partially completed at the Launch and Integrate stages, but must be fully completed for the optimize stage.</li>
</ul>
<p>For example, if a dimension requires a plan to identify ICT accessibility related skill levels and gaps, then the corresponding proof point would be a document containing the evaluation of ICT accessibility related skill levels and gaps.</p>
</section>
<section id="description-maturity-stages">
<h3>Maturity Stages</h3>
<p>Each stage is attained by meeting the defined outcomes for that specific [=dimension=]. The completed [=proof points=] demonstrate the efforts to achieve the outcomes for a [=maturity stage=].</p>
<p>All relevant outcomes should be addressed but not all outcomes will apply to all organizations and situations. When an outcome does not apply, it is marked N/A (Not applicable). For example, an accessibility policy does not need to reference native applications if the organization has none.</p>
<p>Stages are cumulative, so stage advancement is achieved by first meeting the specific criteria of a lower level.</p>
<p>Note: The terms for the stages were adopted for consistency with the <a href="https://www.nascio.org/pdaa">Policy-Driven Adoption for Accessibility</a> maturity model, currently being used by some U.S. state and local government agencies.</p>
<p>Stages loosely correspond to the following criteria:</p>
<table>
<tr>
<th>Stages</th>
<th>Criteria</th>
</tr>
<tr>
<td><strong>Inactive</strong></td>
<td>No awareness and recognition of need.</td>
</tr>
<tr>
<td><strong>Launch</strong></td>
<td>Recognized need organization-wide. Planning initiated, but activities not well organized.</td>
</tr>
<tr>
<td><strong>Integrate</strong></td>
<td>Roadmap in place, overall organizational approach defined and well organized.</td>
</tr>
<tr>
<td><strong>Optimize</strong></td>
<td>Incorporated into the whole organization, consistently evaluated, and actions taken on assessment outcomes.</td>
</tr>
</table>
</section>
<section id="assessment-template">
<h3>Assessment Template</h3>
<p>Organizational ICT Accessibility Maturity is assessed using the Accessibility Maturity Model assessment template. The template contains worksheet tabs specific to each [=dimension=]. The dimension tabs are organized with the dimension definitions and outcomes for each of the four [=maturity stages=] and provides a list of the dimension’s [=proof points=].</p>
<p>The blank cells below each maturity stage are to be completed by the [=organization=] and provide space to document evidence that the organization has reached that stage. The evidence can include progress on [=proof point=] completion, or other relevant information that can be used to claim that the outcomes for that stage have been met.</p>
<p>Proof points can span across multiple stages, work being initiated in one stage and completed in a more advanced stage.</p>
<section id="assessment-template-excel">
<h4>Maturity Model Excel Spreadsheet</h4>
<p>This is the <a href="A11yMaturityTemplate.xlsx" id="latest-maturity-model-xlsx">latest Accessibility Maturity Model excel spreadsheet</a> containing seven sheets one for each [=dimension=] as well as a cover sheet where a list of all changes made have been recorded.</p>
<p>We encourage you to make a copy of the assessment template worksheet to get started.</p>
<p class="ednote">The Maturity Model assessment worksheet is intended as a high-fidelity prototype to measure organizational maturity and was developed in an Excel format. The final published format is to be determined, but is envisioned as HTML. It may also be made available in other downloadable, accessible formats.</p>
<p class="ednote">This spreadsheet is experimental and is a work in progress. The [=proof point=] in this document may not be in sync with the supporting Excel spreadsheet template. The Excel spreadsheet template has the most up-to-date [=proof point=].</p>
</section>
</section>
</section>
<section id="Accessibility-maturity-per-dimension">
<h2>Accessibility Maturity Per Dimension</h2>
<section id="Communications">
<h3>Communications</h3>
<p>Communications should be accessible to the widest audience possible and meet the requirements in the accessibility standards. This [=dimension=] applies to all electronic communications:</p>
<ul>
<li>external and internal</li>
<li>formal and informal</li>
<li>major and minor</li>
<li>generated by the [=organization=] directly or by third parties under contract to the organization</li>
</ul>
<p><a href="https://academic.admin.ox.ac.uk/accessible-communication#collapse1801031">Accessible communications</a> is an umbrella term for communications that are clear, direct, easy to understand and that can be rendered in multiple formats so that all users have equivalent access. It takes into consideration the various barriers to accessing information, and removes these or provides alternative formats for the communication. Also, accessibility information about the communications may be communicated so that users are aware of the extent to which they can interact with content.</p>
<section id="communications-proof-points">
<h4>Proof Points</h4>
<p>Communications [=proof points=] may include but are not limited to:</p>
<section id="preconditions-for-accessible-communication">
<h5>Preconditions for accessible communication</h5>
<ul>
<li>Accessible corporate document templates (word, ppt, etc.)</li>
<li>Documented HTML or PDF conversion procedures that prevent the loss of available accessibility features.</li>
<li>Processes and procedures for creating communications are documented, and infrastructure is in place to ensure accessibility.</li>
<li>Accessible collaboration tools are available, as appropriate (e.g. e-meeting, webinar, conferencing, chat)</li>
</ul>
</section>
<section id="direct-communications">
<h5>Accessible Direct Communications</h5>
<ul>
<li>Consistent use of accessible templates for:
<ul>
<li>Marketing and sales materials delivered in electronic formats</li>
<li>Technical documents or position papers</li>
<li>Product [=Accessibility Conformance Reports=] (ACRs)</li>
<li>Other accessibility documentation</li>
<li>Presentations</li>
</ul>
</li>
<li>Internal and external websites:
<ul>
<li>are accessible per regional regulatory requirements (e.g. conforms to WCAG)</li>
<li>may have an accessibility statement (legal requirement for websites for public sector bodies in the European Union)</li>
<li>may contain a statement of commitment to accessibility</li>
</ul>
</li>
<li>Products and services: accessibility compliance documentation is available and delivered in an accessible format (on the website, by request, or through procurement process)
<ul>
<li>Accessibility conformance reports (ACR) based on the [=Voluntary Product Accessibility Template®=] (VPAT)</li>
<li>Accessibility statement (legal requirement for websites for public sector bodies in the European Union)</li>
</ul>
</li>
<li>Multimedia, including captions and described audio, if needed</li>
<li>Social media and blog content</li>
<li>Customer and vendor training</li>
<li>Information on [=customer=] support</li>
<li>Feedback mechanism for handling questions and accessibility complaints</li>
<li>Legal documents, payment and billing</li>
</ul>
</section>
<section id="communications-training">
<h5>Accessible Communications Training</h5>
<ul>
<li>Accessible Communications Training in place to build and maintain relevant skills in support of this [=dimension=]’s [=proof points=]</li>
</ul>
</section>
</section>
<section id="communications-ratings-for-evaluation">
<h4>Ratings for Evaluation</h4>
<p>Follow the instructions in the <a href="#assessment-template-excel">Maturity Model Excel Spreadsheet</a> section to get the latest spreadsheet to fill out for this dimension.</p>
<table>
<tr>
<th>Maturity stages</th>
<th>Criteria</th>
</tr>
<tr>
<th>Inactive</th>
<td>
<strong>Definition:</strong> No effort towards making internal or external communications accessible.
<p><strong>Outcomes:</strong></p>
<ul>
<li>None; no accessibility effort at all around communications.</li>
</ul>
</td>
</tr>
<tr>
<th>Launch</th>
<td>
<strong>Definition:</strong> Recognized need for accessibility of internal and external communications. Plans begun or in place to identify communications where accessibility criteria should be integrated.
<p><strong>Outcomes:</strong></p>
<ul>
<li>Plans in place for making all internal / external communications accessible (and compliant with accessibility regulations, where applicable).</li>
</ul>
</td>
</tr>
<tr>
<th>Integrate</th>
<td>
<strong>Definition:</strong> Communications roadmap in place, integration of accessibility criteria into most internal and external communications is being implemented. Non-accessible tools replaced, or procurement of accessible tools in process.
<p><strong>Outcomes:</strong></p>
<ul>
<li>Internal and external delivery of accessible communications across most media and platforms.</li>
<li>An accessibility policy that includes requirements for a feedback mechanism for users, including a formalized process for handling accessibility complaints.</li>
</ul>
</td>
</tr>
<tr>
<th>Optimize</th>
<td>
<p><strong>Definition:</strong> Full accessibility processes and tools implemented across all internal and external media resulting in fully accessible communications.</p>
<p><strong>Outcomes:</strong></p>
<ul>
<li>All processes, procedures, and tools are in place, used consistently, and are regularly reviewed and refined to ensure that all internal and external communications are fully accessible.</li>
</ul>
</td>
</tr>
</table>
</section>
</section>
<section id="knowledge-and-skills">
<h3>Knowledge and Skills</h3>
<p>Internal and external personnel at all levels of an [=organization=] should have accessibility knowledge and skills relevant to their organizational role. Accessibility knowledge and skills relevant to each individual’s position helps employees understand their part in achieving the organization's accessibility goals.</p>
<p>While this dimension includes [=proof points=] to be implemented at the organization level, knowledge and skills specific to each of the other dimensions should be included within their respective proof points, as appropriate.</p>
<section id="knowledge-and-skills-proof-points">
<h4>Proof Points</h4>
<p>Knowledge and skills proof points may include but are not limited to:</p>
<section id="assess-knowledge-and-skills">
<h5>Assessing Skills to Identify and Address Gaps</h5>
<ul>
<li>Organizational surveys that identify skill levels and gaps</li>
<li>Internal database(s) to track employee training for ICT accessibility skills</li>
<li>Certification or competency reviews and programs</li>
<li>Keeping skills up-to-date with current requirements</li>
<li>Accessibility criteria integration into individual (employee and management) performance measurements</li>
</ul>
</section>
<section id="building-organizational-capacity">
<h5>Building and Maintaining Organizational Capacity</h5>
<ul>
<li>Implementation of role based training plans and curricula</li>
<li>Procured external training resources, as needed</li>
<li>Incorporation of digital accessibility training curricula into organization learning management, tracking, and auditing systems</li>
<li>Accessibility training when onboarding all new employees</li>
<li>Accessibility requirements included in position descriptions</li>
<li>Subject matter experts (SMEs) positioned within the organization to provide training and support</li>
<li>Organizing or attending digital accessibility events to increase awareness and knowledge</li>
<li>Awareness campaigns (also pertinent to the Cultural dimension)</li>
</ul>
</section>
<section id="dimension-integration">
<h5>Dimension Integration</h5>
<ul>
<li>Training and learning programs should be integrated into [=proof points=] for each dimension</li>
</ul>
</section>
</section>
<section id="knowledge-ratings-for-evaluation">
<h4>Ratings for Evaluation</h4>
<p>Follow the instructions in the <a href="#assessment-template-excel">Maturity Model Excel Spreadsheet</a> section to get the latest spreadsheet to fill out for this dimension.</p>
<table>
<tr>
<th>Maturity stages</th>
<th>Criteria</th>
</tr>
<tr>
<th>Inactive</th>
<td>
<strong>Definition:</strong> No efforts to develop accessibility knowledge or skills.
<p><strong>Outcomes:</strong></p>
<ul>
<li>None; no accessibility effort at all around developing accessible technology, disability inclusion, or improving accessibility knowledge and skills.</li>
</ul>
</td>
</tr>
<tr>
<th>Launch</th>
<td>
<strong>Definition:</strong> Recognized need for [=organization=]-wide accessibility and disability inclusion, as well as accessibility expertise. Planning initiated, but activities not well organized. <p><strong>Outcomes:</strong></p>
<ul>
<li>Skill areas identified, plans for organization wide surveys to identify gaps initiated, but not implemented.</li>
<li>Mostly Ad hoc training (professional development is not required or monitored.)</li>
<li>Requirements defined for 3rd party learning tools and systems. Work initiated on role based training plans.</li>
<li>Some training courses established.</li>
</ul>
</td>
</tr>
<tr>
<th>Integrate</th>
<td>
<strong>Definition:</strong> Workforce ICT accessibility skills and training roadmap in place with an overall organizational approach to disability inclusion with required role-based accessibility expertise defined. Integration of process to assess and increase accessibility knowledge and skills is in progress, but not consistently implemented across the [=organization=]. <p><strong>Outcomes:</strong></p>
<ul>
<li>Workforce skills and training roadmap that includes accessibility objectives for: <ul>
<li>Knowledge and skills assessments</li>
<li>Available training for their role</li>
<li>Current information on new technologies, platforms, and tools</li>
</ul>
</li>
<li>Training is available to enhance knowledge and skills around ICT accessibility, and disability inclusion</li>
<li>Training metrics are established</li>
</ul>
</td>
</tr>
<tr>
<th>Optimize</th>
<td>
<strong>Definition:</strong> Full [=organization=] ICT accessibility maturity. Organization-wide, role-based expertise in accessibility and disability inclusion is well-defined, evaluated, remediated, and continuously enhanced. Accessibility knowledge and skills are consistently implemented across the organization. <p><strong>Outcomes:</strong></p>
<ul>
<li>Required and preferred knowledge and skills are consistently communicated to all personnel <ul>
<li>Position descriptions</li>
<li>Hiring announcements</li>
<li>Project management</li>
</ul>
</li>
<li>Workforce is periodically evaluated to ensure knowledge and skills are current with the most up to date standards and accessibility practices. <ul>
<li>Periodic analysis used to identify gaps in knowledge as well as training materials.</li>
</ul>
</li>
<li>Annual training (conferences, events, online, etc.) is provided to maintain skills current with ICT accessibility requirements and industry best practices. Workforce inclusion training incorporates accessibility for persons with disabilities. <ul>
<li>Certification programs are available</li>
</ul>
</li>
<li>Tracking systems in place and consistently used to maintain training inventory, measure skills, and track completion </li>
</ul>
</td>
</tr>
</table>
</section>
</section>
<section id="support">
<h3>Support</h3>
<p>This [=dimension=] includes support for both internal employees and external [=customers=] with disabilities. This includes reasonable [=accommodations=] for employees and customer support that is specific to users' accessibility needs.</p>
<section id="support-proof-points">
<h4>Proof Points</h4>
<p>Support [=proof points=] may include but are not limited to:</p>
<ul>
<li>Written policy on requesting and providing employee [=accommodations=]</li>
<li>Publicly available (and accessible) web accessibility statement with pointers to support mechanisms</li>
<li>Support mechanisms are accessible</li>
<li>Help topics or FAQs specific to accessibility</li>
<li>Training for [=customer=] support agents (or internal ICT support staff) in accessibility, assistive technology and disability etiquette and awareness</li>
<li>Existence of a disability-focused employee resource group (ERG) with executive sponsorship</li>
<li>Validation process in place to manage accessibility feedback</li>
<li>Accessibility feedback is incorporated to facilitate continuous improvement of identified ICT</li>
</ul>
<section id="support-staff-training">
<h5>Support Staff Training</h5>
<p>Training is in place for support staff to build and maintain relevant skills in support of this dimension’s [=proof points=].</p>
</section>
</section>
<section id="support-ratings-for-evaluation">
<h4>Ratings for Evaluation</h4>
<p>Follow the instructions in the <a href="#assessment-template-excel">Maturity Model Excel Spreadsheet</a> section to get the latest spreadsheet to fill out for this dimension.</p>
<table>
<tr>
<th>Maturity stages</th>
<th>Criteria</th>
</tr>
<tr>
<th>Inactive</th>
<td>
<strong>Definition:</strong> No accessibility effort at all around support for employees or [=customers=]. </td>
</tr>
<tr>
<th>Launch</th>
<td>
<strong>Definition:</strong> Plans in place to provide basic information about accessibility to [=customers=] and to employees. <p><strong>Outcomes:</strong></p>
<ul>
<li>For employees: Written reasonable [=accommodation=] policy and process in place to provide accommodations. Employees are made aware of availability of accommodations. </li>
<li>For [=customers=]: Pertinent support information available to all customers (could be a policy statement link on site).</li>
<li>No external support for K&S</li>
</ul>
</td>
</tr>
<tr>
<th>Integrate</th>
<td>
<strong>Definition:</strong> Customers: Dedicated section on Accessibility in the Help section of [=customer=]-facing website. FAQ or Help topics include common accessibility questions and answers. <p><strong>Outcomes:</strong></p>
<ul>
<li>Employees: Tools and process in place to facilitate requests for [=accommodations=]. Hiring managers have access to disability awareness training.</li>
</ul>
</td>
</tr>
<tr>
<th>Optimize</th>
<td>
<strong>Definition:</strong> Customers: Fully trained [=customer=] support staff able to support users' accessibility questions. Multiple ways to communicate with technical support are provided that meet the needs of customers with disabilities. <p><strong>Outcomes:</strong></p>
<ul>
<li>ICT Accessibility support available for all internally and externally used IT. Training programs are in place for IT support staff are trained and deployed. Continuous improvement plans ongoing.</li>
</ul>
</td>
</tr>
</table>
</section>
</section>
<section id="ict-development-lifecycle">
<h3>ICT Development Lifecycle</h3>
<p>Accessible Information and communication technologies (ICT) serves as a critical enabler that allow persons with disabilities to realize full and effective opportunities to participate, on the basis of equality, in all aspects of society and development that involve technology. Accessibility should be considered throughout the entire ICT development lifecycle: from idea conception, to design, development, testing, production of an ACR based on the VPAT, user research, maintenance, and obsolescence. Training programs must be established and ongoing to have necessary skills for the ICT Development Lifecycle dimension.</p>
<section id="development-lifecycle-proof-points">
<h4>Proof Points for ICT Development Lifecycle Dimension</h4>
<p>ICT development lifecycle [=proof points=] may include but are not limited to:</p>
<section id="design">
<h5>Design</h5>
<ul>
<li>Accessible design review process with templates, checklists, and output</li>
<li>Design style guides include accessibility considerations</li>
<li>Design work products delivered to developers include accessibility information that at least meets relevant accessibility standards</li>
<li>Consistent approach to designing accessibility features across products</li>
</ul>
</section>
<section id="development">
<h5>Development</h5>
<ul>
<li>Accessible developer implementation resources
<ul>
<li>Team channels to discuss accessibility - direct messaging, office hours, email</li>
<li>Information pages</li>
</ul>
</li>
<li>Developer's accessibility checklists</li>
<li>Consistent approach to implementing accessibility features across products</li>
<li>Documented way to triage and prioritize fixing accessibility issues and address [=customer=]-reported feedback on accessibility</li>
</ul>
</section>
<section id="user-experience">
<h5>User Experience</h5>
<ul>
<li>User research includes disabilities
<ul>
<li>All research asks participants to anonymously identify whether or not they have a disability, and if so, what type of disability/ies</li>
</ul>
</li>
<li>User research focusing only on disabilities is performed</li>
</ul>
</section>
<section id="quality-review-release">
<h5>Quality Review Through Release</h5>
<ul>
<li>Consistent approach to testing and releasing products</li>
<li>Testing process documents steps for manual accessibility testing, utilizing assistive technology</li>
<li>Testing process includes automated accessibility testing</li>
<li>Schedule includes stakeholder activities focused on accessibility</li>
<li>Bug tracking system includes an accessibility category</li>
<li>Prioritization and grooming system for accessibility defects</li>
<li>Accessibility identified as product release gate</li>
<li>Documented testing steps and cadence for agile delivery of changes that do not go through a full release cycle. Some examples are:
<ul>
<li>Content review for website updates</li>
<li>Content review for social media posts</li>
</ul>
</li>
<li>ACR/VPAT authoring guide for commercial off-the-shelf (COTS) products</li>
</ul>
</section>
<section id="ict-development-training">
<h5>ICT Development Training</h5>
<ul>
<li>Accessibility in the ICT lifecycle training is in place to build and maintain relevant role-based skills in support of this dimension’s [=proof points=]</li>
</ul>
</section>
</section>
<section id="development-lifecycle-ratings-for-evaluation">
<h4>Ratings for Evaluation</h4>
<p>Follow the instructions in the <a href="#assessment-template-excel">Maturity Model Excel Spreadsheet</a> section to get the latest spreadsheet to fill out for this dimension.</p>
<table>
<tr>
<th>Maturity stages</th>
<th>Criteria</th>
</tr>
<tr>
<th>Inactive</th>
<td>
<strong>Definition:</strong> No accessibility effort at all around ICT development.
<p><strong>Outcomes:</strong></p>
<ul>
<li>If ACRs are required, they are not being produced.</li>
</ul>
</td>
</tr>
<tr>
<th>Launch</th>
<td>
<strong>Definition:</strong> Some awareness and recognition of the need for accessible ICT development, inconsistently approached, decentralized.
<p><strong>Outcomes:</strong></p>
<ul>
<li>Accessibility efforts may be limited in scope to new products, applications, and websites.</li>
</ul>
</td>
</tr>
<tr>
<th>Integrate</th>
<td>
<strong>Definition:</strong> Organizational effort and approach for improving accessibility in ICT development per role or discipline.
<p><strong>Outcomes:</strong></p>
<ul>
<li>Accessibility requirements are considered and practiced during ICT design, development, and testing, but are not consistently applied across the ICT portfolio.</li>
<li>Some attempt is made to remediate existing products, applications, and websites.</li>
</ul>
</td>
</tr>
<tr>
<th>Optimize</th>
<td>
<strong>Definition:</strong> Thought leader in Accessibility on ICT development with strong ICT development knowledge and skills, structural, standardized and reported approach.
<p><strong>Outcomes:</strong></p>
<ul>
<li>Design specifications include accessibility guidance, developers consistently create accessible User Interface (UI), both manual and automated accessibility testing is performed during development, and automated accessibility testing is incorporated into Continuous Integration/Continuous Delivery (CI/CD) build pipelines</li>
<li>Release management includes gates for accessibility quality.</li>
<li>Maintenance releases are re-inspected for accessibility.</li>
<li>ACRs are kept up to date and made available, as needed, for procurable ICT.</li>
<li>Research deliberately seeks out and evaluates input from users with disabilities.</li>
</ul>
</td>
</tr>
</table>
</section>
</section>
<section id="personnel">
<h3>Personnel</h3>
<p>Persons with disabilities should be utilized throughout an [=organization=]’s hierarchy (all job types, all authority levels) where their unique insights and lived experiences can better inform decision making. This requires accessible and inclusive hiring practices covering applications, interviews, evaluations, onboarding and retention.</p>
<section id="personnel-proof-points">
<h4>Proof Points</h4>
<p>Personnel proof points may include but are not limited to:</p>
<section id="targeted-recruiting">
<h5>Targeted Recruiting</h5>
<ul>
<li>Established goals for recruiting employees with disabilities</li>
<li>Hiring announcements with diversity statements encouraging applications from people with disabilities</li>
<li>Recruiting needs assessment/gap analysis</li>
<li>Preferential hiring initiatives to recruit employees with disabilities</li>
<li>Hiring announcements with targeted diversity statements narrowing eligibility to applicants with disabilities</li>
</ul>
</section>
<section id="accessible-job-application-platform">
<h5>Accessible Job Application Platform</h5>
<ul>
<li>Hiring tools, job boards, etc. meet a specified level of accessibility</li>
<li>Recruiting communications meet a specified level of accessibility</li>
<li>Accessibility audit of Jobs' website</li>
<li>Accessibility audit of application process</li>
</ul>
</section>
<section id="strategic-engagement">
<h5>Strategic Engagement</h5>
<ul>
<li>Established Employee Resource Group, with executive sponsor, for employees with disabilities to directly contribute first hand knowledge, and lived experience, to accessibility efforts</li>
<li>Product, and project focus groups of employees with disabilities</li>
<li>Mentoring program for employees with disabilities</li>
</ul>
</section>
</section>
<section id="personnel-ratings-for-evaluation">
<h4>Ratings for Evaluation</h4>
<p>Follow the instructions in the <a href="#assessment-template-excel">Maturity Model Excel Spreadsheet</a> section to get the latest spreadsheet to fill out for this dimension.</p>
<table>
<tr>
<th>Maturity stages</th>
<th>Criteria</th>
</tr>
<tr>
<th>Inactive</th>
<td>
<strong>Definition:</strong> No staffing effort towards achieving [=organization=]-wide ICT accessibility maturity by including people with disabilities in the workforce. Possibly some informal activities. <p><strong>Outcomes:</strong></p>
<ul>
<li> None; No effort at all around recruiting, retaining, or engaging employees with disabilities.</li>
</ul>
</td>
</tr>
<tr>
<th>Launch</th>
<td>
<strong>Definition:</strong> Recognized need to include employees with disabilities in the workforce to contribute to [=organization=]-wide ICT accessibility maturity. Planning initiated, but recruitment, retention, and engagement, activities around disability inclusion are not well organized. <p><strong>Outcomes:</strong></p>
<ul>
<li>Hiring announcements encourage applications from the disability community.</li>
<li>Disability inclusion is specifically articulated in companies diversity and inclusion policy, and statement.</li>
<li>Champion has been designated to facilitate, and mature disability inclusion. </li>
</ul>
</td>
</tr>
<tr>
<th>Integrate</th>
<td>
<strong>Definition:</strong> Disability inclusion roadmap, to drive ICT accessibility, in place. Overall organizational approach to evaluating recruitment, retention, and engagement is defined. Process integration for maturing disability inclusion efforts for ICT accessibility in progress. Not consistently implemented across the [=organization=]. <p><strong>Outcomes:</strong></p>
<ul>
<li>Strategic positions are identified for employees with disabilities to be placed in that will help audit, and drive, the development of accessible products, services.</li>
<li>Targeted recruiting of employees with disabilities</li>
<li>Accessible recruiting process</li>
</ul>
</td>
</tr>
<tr>
<th>Optimize</th>
<td>
<strong>Definition:</strong> Employees with disabilities are leveraged throughout the [=organization=] to achieve full ICT accessibility maturity. Organization-wide, disability inclusion staffing efforts are well-defined, evaluated, remediated, and integrated with ICT accessibility efforts, and goals, across the organization. Employees with disabilities hold key decision making positions, and are spread out across all areas of the organization to drive accessibility in every facet of the business. <p><strong>Outcomes:</strong></p>
<ul>
<li>Disability Employee Resource Group is leveraged to inform accessibility decision making.</li>
<li>Employees with disabilities leveraged to audit accessibility.</li>
<li>Employees with disabilities leveraged for product development.</li>
<li>Employees with disabilities leveraged for development of accessible services.</li>
</ul>
</td>
</tr>
</table>
</section>
</section>
<section id="procurement">
<h3>Procurement</h3>
<p>Procurement is a strategic process focused on finding and acquiring cost-effective products needed by an [=organization=]. Activities in procurement include sourcing, negotiation, and selection of goods and services.</p>
<p>The majority of ICT assets used in an organization are the result of procurement transactions and contracts.When accessibility criteria are integrated into processes and contract language for procuring ICT, an organization can be more capable of providing accessible products, services and workplaces.</p>
<section id="procurement-proof-points">
<h4>Proof Points</h4>
<p>Procurement [=proof points=] may include but are not limited to:</p>
<section id="policy-documentation">
<h5>Policy Documentation</h5>
<ul>
<li>Published ICT Accessibility Policy</li>
<li>Accessibility requirements and other information communicated to vendors</li>
</ul>
</section>
<section id="consistent-contract-language">
<h5>Consistent Use of Standardized Procurement Language</h5>
<ul>
<li>ICT accessibility solicitation language</li>
<li>ICT accessibility contract language</li>
<li>Accessibility specific solicitation forms and templates</li>
</ul>
</section>
<section id="consistent-evaluation">
<h5>Consistent Evaluation Process and Methods</h5>
<ul>
<li>Proof of accessibility evaluations</li>
<li>Documented evaluation methodology</li>
<li>Submission scoring methodologies</li>
</ul>
</section>
<section id="accessibility-contract-language">
<h5>Accessibility Contract Language</h5>
<ul>
<li>Proof of Vendor testing (automated and manual)</li>
<li>Development life cycle accessibility criteria integration and development reviews (for development services)</li>
<li>Warranties and remedies section includes accessibility</li>
<li>Vendor corrective actions and remediation plans pre and post deployment</li>
<li>Executed contract examples with accessibility language</li>
</ul>
</section>
<section id="procurement-program-management">
<h5>Accessibility in Procurement Program Management</h5>
<ul>
<li>Accessibility audits</li>
<li>[=Contract lifecycle=] management</li>
<li>Dashboard of procurement related accessibility metrics</li>
<li>Issue management process (for complaints)</li>
</ul>
</section>
<section id="procurement-training">
<h5>Procurement Training</h5>
<ul>
<li>Accessibility related procurement training is in place for staff to build and maintain relevant skills in support of this dimension’s [=proof points=]</li>
</ul>
</section>
</section>
<section id="procurement-ratings-for-evaluation">
<h4>Ratings for Evaluation</h4>
<p>Follow the instructions in the <a href="#assessment-template-excel">Maturity Model Excel Spreadsheet</a> section to get the latest spreadsheet to fill out for this dimension.</p>
<table>
<tr>
<th>Maturity stages</th>
<th>Criteria</th>
</tr>
<tr>
<th>Inactive</th>
<td>
No accessibility criteria, process, or requirements in ICT procurements
</td>
</tr>
<tr>
<th>Launch</th>
<td>
<strong>Definition:</strong> Recognized need for accessibility criteria in procurement processes.
<p><strong>Outcomes:</strong></p>
<p>Work initiated to identify and integrate accessibility into procurement processes and language of all ICT related solicitation documents, vendor responses, and contracts.</p>
</td>
</tr>
<tr>
<th>Integrate</th>
<td>
<strong>Definition:</strong> Accessibility criteria, language, and evaluation methods integrated into most applicable ICT solicitations and contracts.
<p><strong>Outcomes:</strong></p>
<p>Solicitation and contract language complete. Responses analyzed by accessibility or trained procurement professionals. Scoring model has been developed and its use has begun. Communications mechanism in place to inform vendors of accessibility requirements.</p>
</td>
</tr>
<tr>
<th>Optimize</th>
<td>
<strong>Definition:</strong> Full and consistent use of accessibility processes, criteria, contract language and decision making to procure accessible ICT.
<p><strong>Outcomes:</strong></p>
<p>Processes are in place and used consistently, and are regularly reviewed and refined, as needed.</p>
</td>
</tr>
</table>
</section>
</section>
<section id="culture">
<h3>Culture</h3>
<p>Organizational culture consists of shared beliefs, values, policies, and processes established by leaders that ultimately shape employee perceptions, behaviors, and understanding.</p>
<p>To demonstrate cultural maturity in accessibility, all aspects of the [=organization=]’s operation, processes, and skills should include considerations for disability inclusion.
Every member of the organization should understand and be sensitive to the importance of ICT accessibility, including their personal role and responsibilities in meeting the organization’s accessibility goals.
Accessibility should be an integral part of diversity and inclusion within the organization, with clear recognition of the benefits of disability inclusion,
and the impact of ICT accessibility on people with disabilities to facilitate access to jobs, services, and other aspects of life.</p>
<section id="culture-proof-points">
<h4>Proof Points</h4>
<p>Culture [=proof points=] may include but are not limited to:</p>
<section id="organizational-culture-of-inclusion">
<h5>Organizational Culture of Disability Inclusion</h5>
<ul>
<li>Executive sponsor in place for digital accessibility</li>
<li>Executive-level digital accessibility program leadership</li>
<li>Executive statement of commitment to digital accessibility</li>
<li>IT Accessibility Policy in place and implemented</li>
<li>Business strategy includes proactive approach to digital accessibility</li>
<li>Business strategy includes promoting digital accessibility as market differentiator</li>
<li>Digital accessibility for disability inclusion incorporated into core values</li>
<li>Digital accessibility included in code of conduct</li>
<li>Disability focus in diversity, equity, and inclusion activities</li>
<li>Digital accessibility focus in communities of practice</li>
<li>Integration of ICT accessibility criteria into employee / officer performance plans, as relevant</li>
<li>Employee support for digital accessibility and disability inclusion is mandated and monitored</li>
<li>Digital accessibility program effectiveness is monitored and improved</li>
</ul>
</section>
<section id="cultural-training">
<h5>General Training</h5>
<ul>
<li>Accessibility related training is in place to build and maintain relevant skills in support of this dimension’s [=proof points=]</li>
</ul>
</section>
</section>
<section id="culture-ratings-for-evaluation">
<h4>Ratings for Evaluation</h4>
<p>Follow the instructions in the <a href="#assessment-template-excel">Maturity Model Excel Spreadsheet</a> section to get the latest spreadsheet to fill out for this dimension.</p>
<table>
<tr>
<th>Maturity stages</th>
<th>Criteria</th>
</tr>
<tr>
<th>Inactive</th>
<td>
Diversity and inclusion culture does not specifically mention or include disability
</td>
</tr>
<tr>
<th>Launch</th>
<td>
<strong>Definition:</strong> Recognized need for [=organization=]-wide cultural programs on accessibility and disability inclusion, planning initiated with limited activity <p><strong>Outcomes:</strong></p>
<p>Work initiated but not yet implemented to:</p>
<ul>
<li>integrate ICT accessibility into organizational processes and governance, including policies and practices that impact employees and external audiences</li>
<li>identify leadership for the initiative</li>
<li>formulate cultural programs</li>
</ul>
</td>
</tr>
<tr>
<th>Integrate</th>
<td>
<strong>Definition:</strong> Cultural programs created and initially deployed
<p><strong>Outcomes:</strong></p>
<ul>
<li>metrics established and hiring practices implemented</li>
<li>policies in place with partial execution</li>
<li>diversity and inclusion is promoted but no action plan has been developed</li>
<li>communities of practice established</li>
</ul>
</td>
</tr>
<tr>
<th>Optimize</th>
<td>
<strong>Definition:</strong> Strong cultural awareness, appreciation, sensitivity, and support for all aspects of ICT accessibility and people with disabilities. <p><strong>Outcomes:</strong></p>
<p>Policies, processes, and practices are in place, used consistently, and are regularly reviewed and refined, as needed. All employees have understanding and sensitivity to the importance of ICT accessibility, how it fits within their roles and responsibilities. They also have an appreciation for the value of a diverse population both within and outside of the [=organization=].</p>
</td>
</tr>
</table>
</section>
</section>
</section>
<section id="Appendix">
<h2>Appendix</h2>
<h3>Internal resources needed to implement the maturity model at your organization</h3>
<p> Implementing the maturity model is a group effort. We know that every company is set up differently and will have different titles/roles, so we compiled a sample list to help you get started and identify who will be helping you on the proof points and the dimensions.
</p>
<ul>
<li>You should identify a key leader that’s responsible for key aspects of each dimension and for driving that dimension to full maturity. The leader may or may not have knowledge of digital accessibility.</li>
<li>If accessibility is new to the dimension leader(s), they should gain basic digital accessibility training. We suggest checking out <a href="https://www.w3.org/WAI/courses/foundations-course/">W3C’s free, online courses</a> to learn more about what digital accessibility is, why it’s important, and who benefits from it.</li>
<li>If your company has the ability to form a working group, that might be a great way to collaborate on this effort.</li>
</ul>
<table>
<thead>
<tr>
<th>Role</th>
<th>Communications</th>
<th>Knowledge and Skills</th>
<th>Support</th>
<th>ICT Dev Life Cycle</th>
<th>Procurement</th>
<th>Personnel</th>
<th>Culture</th>
</tr>
</thead>
<tbody>
<tr>
<td>Accessibility consultant/advisor</td>
<td>Y</td>
<td>Y</td>
<td>Y</td>
<td>Y</td>
<td>Y</td>
<td>Y</td>
<td>Y</td>
</tr>
<tr>
<td>Accessibility/Disability/Inclusion influencer</td>
<td>Y</td>
<td>N</td>
<td>Y</td>
<td>Y</td>
<td>N</td>
<td>N</td>
<td>Y</td>
</tr>
<tr>
<td>Accessibility specialist/helper/org</td>
<td>Y</td>
<td>N</td>
<td>Y</td>
<td>Y</td>
<td>Y</td>
<td>Y</td>
<td>Y</td>
</tr>
<tr>
<td>AT developer</td>
<td>N</td>
<td>N</td>
<td>N</td>
<td>N</td>
<td>N</td>
<td>N</td>
<td>N</td>
</tr>
<tr>
<td>Authoring tool developer</td>
<td>N</td>
<td>N</td>