W3C Accessibility Maturity Model Feedback: #191

newtonsgroove · 2023-09-25T22:00:34Z

Here is the content reformatted for pasting into a GitHub issue:

The latest Excel document (https://github.com/w3c/maturity-model/blob/main/A11yMaturityTemplate.xlsx) has many more sections of proof points than are listed in the document online. Why is there such a difference? Is this an oversight or information that should be reorganized in one of the platforms? Example:

User research includes disabilities
- All research asks participants to anonymously identify whether or not they have a disability, and if so, what type of disability/ies
User research focusing only on disabilities is performed

Consistent approach to testing and releasing products
Testing process documents steps for manual accessibility testing, utilizing assistive technology
Testing process includes automated accessibility testing
Schedule includes stakeholder activities focused on accessibility
Bug tracking system includes an accessibility category
Prioritization and grooming system for accessibility defects
Accessibility identified as product release gate
Documented testing steps and cadence for agile delivery of changes that do not go through a full release cycle.
- Content review for website updates
- Content review for social media posts
ACR/VPAT authoring guide for commercial off-the-shelf (COTS) products

Establish policies, practices and procedures for providing accessible customer service
Ensure that all information is presented in plain language
Support mechanisms are accessible
Help topics or FAQs specific to accessibility in the internal documentation of the organization
Validation process in place to manage accessibility feedback
Accessibility feedback is incorporated to facilitate continuous improvement of identified ICT and internal tools
Any feedback plan incorporates an accessible way of responding to the employees that provided the feedback with updates about the state and decisions on the feedback.
Involve people with disabilities in the planning and implementation of accessibility initiatives

Staff training programs are in place to build and maintain relevant skills in support of this dimension’s proof points.
Provide training for internal ICT support staff in accessibility, assistive technology and disability etiquette and awareness
Provide training cross-company about disability etiquette and awareness
Provide training for customer support staff in accessibility, assistive technology and disability etiquette and awareness

Publicly available (and accessible) digital accessibility statement with pointers to support mechanisms
Written policy on requesting and providing customer accommodations, if applicable
Establish a process for receiving and responding to feedback on accessibility
Provide help topics or FAQs questions specific to accessibility in an accessible format
Have processes put on place to guarantee that code from third parties or provided by external vendors are accessible
Provide accessible options and support to any step or functionality that depends on an inaccessible feature with technical impossibilities to be remediated. e.g.: Identity Validation processes
Provide accessible formats and communication support including visual platforms for people which primary language is Sign Language
Ensure that newly procured or developed digital documents offered to the customers are accessible
Create a plan to make accessible all past digital documents available for the customers
Ensure that all information is presented in plain language
Provide a specific channel for customers to report accessibility issues or blockers in an easy and accessible way. e.g.: dedicated email address
Any feedback plan incorporates an accessible way of responding to the customers that provided the feedback with updates about the state and decisions on the feedback.
Ensure that customers with disabilities can use their own assistive technology or assistive technology of their preference to access your goods and services