The Accessibility Maturity Model provides a framework that equips individuals, and organizations of all sizes, to develop, deploy, and maintain, accessibility of both internal and external digital resources over time. This comprehensive framework encompasses all aspects of managing an organization's staff resources as well as its ever-evolving public ones. It readily scales in support of:
From public facing content deployment and public facing interactive service provision, to internal activities, and HR resources related to employee relations, the W3C Accessibility Maturity Model provides a framework for measuring and assessing accessibility maturity, linking staff teams toward common goals and objectives. It provides actionable guidance for establishing or improving policies, employee-communication, training, and tools. It also includes a way to measure and document organizational, cultural and technical, capabilities.
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. Too often the need for systematic governance of accessibility in the organization remains unaddressed. This, in turn, can limit the organization's ability to produce and sustain accessible products, services, training, and documentation.
The W3C Accessibility Maturity Model (AMM) framework has been developed to address this gap—to encourage and support organizations in establishing and implementing accessibility governance systems within their organizations. The AMM exists to assist organizations in systematically integrating ICT accessibility criteria into policies, key business processes, organizational culture, and management structures, in a consistent, repeatable, and measurable fashion.This 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:
Accessibility maturity modeling is very different from accessibility conformance testing
Conformance testing provides information about the level of accessibility that a particular product conforms to, at a particular time. The results of a conformance test provide a picture of a particular version of a product, or a subcomponent of a product, at the time of testing and evaluation.
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 performing accessibility functions well and where improvements can be made to remove barriers.
This document is intended to guide and evaluate the levels of organizational accessibility maturity in a public or private sector organization at any scale.
The audience for this maturity model includes:
This framework encompasses the full scope of an organization's accessibility responsibilities. It brings the power of web technologies to the task of identifying those responsibilities and establishing processes to measure performance over time.
This framework may also be used to measure the accessibility maturity level of parts of the organization, provided that the limited scope is clearly identified in any reports submitted to third-parties.
During the development of the W3C Accessibility Maturity Model the Task Force reviewed various existing accessibility maturity models. These models differ in scope, structure, and intended audience. Some are available at no cost, while others are proprietary and offered at a fee or part of a paid engagement. In addition to general-purpose frameworks, some are tailored to specific industries, such as the California Community Colleges Accessibility Capability Maturity Model (CCC ACMM) and frameworks developed by major technology companies like Microsoft. Three of the most commonly referenced general models are the Digital Accessibility Maturity Model (DAMM), the National Association of State Chief Information Officers (NASCIO) Policy Driven Adoption for Accessibility (PDAA) framework, and ISO 30071-1 . Organizations embrace diverse accessibility maturity models to benchmark and advance their practices.
The Accessibility Maturity Model is organized around seven essential [=dimensions=] of an [=organization=] where accessibility maturity can improve conformance with accessibility standards and regulations.
Dimensions have a unique descriptive name with a high-level, plain-language summary of what the dimension covers. Each dimension has two sub-sections:
The seven [=dimensions=] of organizational accessibility maturity are:
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.
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.
Each level 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 level=].
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.
Levels are cumulative, so level advancement is achieved by first meeting the specific criteria of a lower level.
Note: The terms for the levels were adopted for consistency with the Policy-Driven Adoption for Accessibility maturity model, currently being used by some U.S. state and local government agencies.
Levels loosely correspond to the following criteria:
| Levels | Criteria |
|---|---|
| Inactive | Little to no awareness, activity, or recognition, of need. |
| Launch | Recognized need in the organization. Planning initiated, but activities not well organized. |
| Integrate | Roadmap in place, overall organizational approach defined and well organized. |
| Optimize | Incorporated into the whole organization, consistently evaluated, and actions taken on assessment outcomes. |
The Maturity Model assessment tool is a detailed prototype designed to track the accessibility maturity evaluation process outlined in this publication. Currently, it is available in Excel format. The future version is expected to be in HTML and may also be offered in other accessible, downloadable formats.
This is the latest Accessibility Maturity Model excel spreadsheet containing seven sheets one for each [=dimension=] as well as a cover sheet where a list of all changes made have been recorded.
We encourage you to make a copy of the Assessment Tool to get started.
The Assessment Tool 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.This tool is experimental and is a work in progress.
Communications need to be accessible to the widest audience possible and meet the requirements in the accessibility standards. Accessible communications applies to all communications that are:
Accessible communications is an umbrella term for clear, direct, and easy-to-understand communications that are renderable in multiple formats so that all users have equivalent access. It considers barriers to accessing information and removes them or provides alternatives.
The level is Inactive when proof points demonstrate that:
The level is Launch when proof points demonstrate that:
The level is Integrate when proof points demonstrate that:
The level is Optimize when proof points demonstrate that:
Communications [=proof points=] may include but are not limited to:
Accessible Information and communication technologies (ICT) serve as a critical enabler that allows 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 Industry recognized standards, user research, maintenance, and obsolescence. Training programs must be established and ongoing to have the necessary skills for the ICT Development Lifecycle dimension.
The level is Inactive when proof points demonstrate that:
The level is Launch when proof points demonstrate that:
The level is Integrate when proof points demonstrate that:
The level is Optimize when proof points demonstrate that:
ICT development lifecycle [=proof points=] may include but are not limited to:
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 help employees understand their part in achieving the organization's accessibility goals.
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.
The level is Inactive when proof points demonstrate that:
The level is Launch when proof points demonstrate that:
The level is Integrate when proof points demonstrate that:
The level is Optimize when proof points demonstrate that:
Knowledge and skills proof points may include but are not limited to:
Assessments may include:
Organizational capacity may include:
Organizational culture consists of shared beliefs, values, policies, and processes established by leaders that ultimately shape employee perceptions, behaviors, and understanding.
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 a 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.
The level is Inactive when proof points demonstrate that:
The level is Launch when proof points demonstrate that:
The level is Integrate when proof points demonstrate that:
The level is Optimize when proof points demonstrate that:
Oversight & Culture [=proof points=] may include but are not limited to:
Qualified individuals with disabilities should be employed throughout an [=organization=]'s hierarchy (that is, all job types, all authority levels, and every department) so that their unique insights and lived experiences can better inform decision-making.
The level is Inactive when proof points demonstrate that:
The level is Launch when proof points demonstrate that:
The level is Integrate when proof points demonstrate that:
The level is Optimize when proof points demonstrate that:
Personnel proof points may include but are not limited to:
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.
The majority of an organization's ICT assets result from procurement transactions and contracts. When accessibility criteria are integrated into procurement processes and contract language, an organization can be more capable of providing accessible products, services, and workplaces.
The level is Inactive when proof points demonstrate that:
The level is Launch when proof points demonstrate that:
The level is Integrate when proof points demonstrate that:
The level is Optimize when proof points demonstrate that:
Procurement [=proof points=] may include but are not limited to:
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.
The level is Inactive when proof points demonstrate that:
The level is Launch when proof points demonstrate that:
The level is Integrate when proof points demonstrate that:
The level is Optimize when proof points demonstrate that:
Support [=proof points=] may include but are not limited to:
Implementing the maturity model is a group effort. We know that every organization 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.
| Role | Communications | Knowledge and Skills | Support | ICT Dev Life Cycle | Personnel | Procurement | Culture |
|---|---|---|---|---|---|---|---|
| Accessibility consultant/advisor | Y | Y | Y | Y | Y | Y | Y |
| Accessibility/Disability/Inclusion influencer | Y | N | Y | Y | N | N | Y |
| Accessibility specialist/helper/org | Y | N | Y | Y | Y | Y | Y |
| AT developer | N | N | N | N | N | N | N |
| Authoring tool developer | N | N | N | Y | N | N | N |
| Call center representative | Y | N | Y | N | N | N | N |
| Chief Accessibility Officer | Y | Y | Y | Y | Y | Y | Y |
| Content provider/producer | Y | N | N | Y | N | N | Y |
| Designer | Y | N | N | Y | N | N | Y |
| Developer | Y | N | N | Y | N | N | N |
| Disability organization member | Y | N | Y | N | Y | N | Y |
| Evaluation tool developer | N | N | N | Y | N | N | N |
| Government policy regulator or specialist | N | N | N | N | N | Y | N |
| Instructor/trainer | N | Y | Y | N | Y | N | Y |
| IT manager | N | N | Y | Y | N | Y | N |
| Legal representative | Y | Y | N | N | Y | Y | Y |
| Organizational policy-maker | N | N | N | Y | Y | Y | Y |
| Platform developer (HW, OS, Browser) | N | N | N | Y | N | N | N |
| Product manager | Y | N | Y | Y | N | Y | N |
| Professional/Industry Org/Assoc | N | Y | N | N | Y | N | Y |
| Project manager | Y | Y | Y | Y | N | Y | N |
| QA specialist | Y | N | N | Y | N | Y | N |
| Researcher | N | N | N | Y | N | N | Y |
| Standards developer | N | N | N | Y | N | N | N |
| Teaching resource developer | N | Y | Y | N | N | N | N |
| Technology innovator | N | N | N | Y | N | N | N |
| W3C Accessibility Guidelines Working Group | N | N | N | N | N | N | N |
| Employees with Disabilities | Y | Y | Y | Y | Y | Y | Y |
| User Experience (UX) Team | Y | N | N | Y | N | Y | Y |
| Diversity and Inclusion Officer | Y | Y | Y | N | Y | Y | Y |
| Public Relations/Communications | Y | N | N | N | N | N | Y |
| Procurement Team | Y | Y | Y | Y | Y | Y | N |
To help you get started, we’ve curated eight sample use cases that an organization might encounter and identified what dimensions and roles could be involved to help complete the task. Refer to the roles table in the appendix for more details.
A software organization is responding to an RFP. They’ve been asked to demonstrate that they can retain the accuracy and timeliness of their [=ACR=]s and refresh them as needed.
Dimensions:
Knowledge and Skills, ICT Dev Lifecycle, and Personnel are the critical dimensions.
Roles that could be involved in use case one:
A government agency is issuing an RFP. They want to ask potential respondents to demonstrate that they can retain the accuracy and timeliness of their [=ACR=]s and refresh them as needed.
Dimensions:
Knowledge and Skills, ICT Dev Lifecycle, and Personnel are the critical dimensions.
Roles that could be involved in use case two:
A private sector organization has received multiple complaints from prospective employees about disability inclusion in the hiring process.
Dimensions:
Communications, Support, Personnel, and Culture are the critical dimensions.
Roles that could be involved in use case three:
An accessibility consulting organization wants to show potential customers that their entire organization is optimized for accessibility.
Dimensions:
Because this use case covers the entire organization, all dimensions must be reviewed.
Roles that could be involved in use case four:
All roles across the organization
An NGO wants to determine which areas it should address to improve internal disability inclusion in the next fiscal year.
Dimensions:
Communications, Support, Personnel, and Culture are the critical dimensions.
Roles that could be involved in use case five:
An organization wants to review the accessibility of a second organization that provides third-party digital content that it will include in its solutions.
Dimensions:
Communications, Knowledge and Skills, and Procurement are the critical dimensions.
Roles that could be involved in use case six:
An organization wants to review the accessibility of a second organization that provides tools and libraries.
Dimensions:
The second organization should be responsible for reviewing the critical Knowledge and Skills, ICT Dev Lifecycle,
and Personnel for its tools and libraries.
Roles that could be involved in use case seven:
All roles across the organization
A large multination corporation wants to assess the accessibility maturity of a single business unit.
Dimensions:
Review all dimensions in the context of that specific business unit.
Roles that could be involved in use case eight:
All roles across the specific business unit
Initial public release.
The following terms are used in this document:
Modifications or adjustments that enable an individual with a disability to gain access and successfully complete tasks.
Accessibility Conformance Report: 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.
The report's format is based on industry recognized standard. ACRs are used by buyers to understand how accessible a product is, and any potential deficiencies.
A community of practice is a group of people who share a common concern, a set of problems, or an interest in a topic and who come together to fulfill both individual and group goals. Communities of practice often focus on sharing best practices and creating new knowledge to advance a domain of professional practice. Interaction on an ongoing basis is an important part of this.
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.
External or internal users of an organization’s products or services, including but not limited to students, members of the public, employees, and contractors.
An aspect on which an organization measures its accessibility maturity.
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.
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.
Used to signify the attainment or lack thereof of a specific maturity model [=dimension=].
Include, but are not limited to:
Are criteria for accessibility maturity supported by evidence.