Support
- 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.
+ Both internal employees and external customers with disabilities need support with regard to the organization's ICT. This includes reasonable accommodations for employees and customer support specific to users' ICT accessibility needs.
+
+ How to Evaluate Support Maturity Level
+
+ - Download the maturity model spreadsheet.
+ - List all the organization's current “Support” efforts.
+ - Compare the list to the spreadsheet to decide which proof points will be used to assess your organization's “Support” accessibility maturity. Not all proof points will be used for every business or organization. The proof points in section 3.3.2 are non-exhaustive examples of criteria.
+
+ The level is Inactive when proof points demonstrate that:
+
+ - no effort has been made or only isolated efforts have been identified.
+
+ The level is Launch when proof points demonstrate that:
+
+ - Plans are in place to provide basic information about accessibility support to customers and employees, but there hasn't been any execution yet. This may include:
+
+ - a written reasonable accommodation policy and process
+ - relevant accessibility and accommodation support information.
+
+
+ - Accessibility support training relevant to each individual's position is planned but hasn't been provided yet.
+
+ The level is Integrate when proof points demonstrate that:
+
+ - the customer-facing website has a dedicated accessibility help section with frequently asked questions (FAQ) or help topics
+ - tools and processes are in place to facilitate requests for employee accommodations
+ - hiring managers have access to disability awareness training
+ - accessibility support training relevant to each individual's position has started.
+
+ The level is Optimize when proof points demonstrate that:
+
+ - fully trained customer support staff able to support users' accessibility questions
+ - multiple ways to communicate with technical support that meets the needs of customers with disabilities are provided
+ - ICT accessibility support is available for all internally and externally used ICT
+ - training programs are in place for ICT support staff, and staff has been trained
+ - continuous improvement plans are ongoing
+ - accessibility support training relevant to each individual's position is required, measured, and monitored for improvement
+
+
+
Proof Points
Support [=proof points=] may include but are not limited to:
- - Written policy on requesting and providing employee [=accommodations=]
- - Publicly available (and accessible) web accessibility statement with pointers to support mechanisms
- - Support mechanisms are accessible
- - Help topics or FAQs specific to accessibility
- - Training for [=customer=] support agents (or internal ICT support staff) in accessibility, assistive technology and disability etiquette and awareness
- - Existence of a disability-focused employee resource group (ERG) with executive sponsorship
- - Validation process in place to manage accessibility feedback
- - Accessibility feedback is incorporated to facilitate continuous improvement of identified ICT
+ - written policy on requesting and providing employee ICT-related [=accommodations=]
+ - publicly available (and accessible) web accessibility statement with pointers to support mechanisms
+ - support mechanisms are accessible
+ - help topics or FAQs that are specific to accessibility
+ - training for [=customer=] support agents (or internal ICT support staff) in accessibility, assistive technology, and disability etiquette and awareness
+ - established disability-focused employee resource groups (ERG) with executive sponsorship
+ - validation process in place to manage accessibility feedback
+ - accessibility feedback is incorporated to facilitate continuous improvement of identified ICT
+ - defined and documented methods to evaluate the effectiveness of accessibility support, actively in use.
-
+
+
Support Staff Training
- Training is in place for support staff to build and maintain relevant skills in support of this dimension’s [=proof points=].
+ Training is in place for support staff to build and maintain relevant skills in support of this dimension's [=proof points=].
-
- Ratings for Evaluation
- Follow the instructions in the Maturity Model Excel Spreadsheet section to get the latest spreadsheet to fill out for this dimension.
-
-
- | Maturity stages |
- Criteria |
-
-
- | Inactive |
-
- Definition: No accessibility effort at all around support for employees or [=customers=]. |
-
-
- | Launch |
-
- Definition: Plans in place to provide basic information about accessibility to [=customers=] and to employees. Outcomes:
-
- - For employees: Written reasonable [=accommodation=] policy and process in place to provide accommodations. Employees are made aware of availability of accommodations.
- - For [=customers=]: Pertinent support information available to all customers (could be a policy statement link on site).
- - No external support for K&S
-
- |
-
-
- | Integrate |
-
- Definition: Customers: Dedicated section on Accessibility in the Help section of [=customer=]-facing website. FAQ or Help topics include common accessibility questions and answers. Outcomes:
-
- - Employees: Tools and process in place to facilitate requests for [=accommodations=]. Hiring managers have access to disability awareness training.
-
- |
-
-
- | Optimize |
-
- Definition: 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. Outcomes:
-
- - 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.
-
- |
-
-
-
+
ICT Development Lifecycle
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.
@@ -555,6 +553,8 @@ Quality Review Through Release
ACR/VPAT authoring guide for commercial off-the-shelf (COTS) products
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+