The W3C Accessibility Maturity Model is a guide for organizations to evaluate and improve their business processes to produce digital products that are accessible to people with disabilities. Use of the W3C Accessibility Maturity Model will provide organizations informative guidance (guidance that is not normative and does not set requirements) on improving accessibility policies, processes, and outcomes.
This document is designed to work for any size of organization, from small to large corporations or government agencies. Additionally, this is intended to be independent of the requirements set forth in relevant technical accessibility standards, such as the Web Content Accessibility Guidelines (WCAG).
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.
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.
This proposed W3C Accessibility Maturity Model describes an overall framework for establishing a robust ICT accessibility program and identifying areas for improvement. The W3C Accessibility Maturity Model is a tool that:
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 W3C Accessibility Maturity Model is a big part of a “shift-left” methodology of preventing problems from recurring, not fixing them after they have happened.
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.
Accessibility maturity modeling is very different than accessibility conformance testing
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.
The primary audience for this maturity model is:
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.
The W3C maturity model has been developed using research of existing maturity models and standards outside of WCAG. For example,
This ISO standard includes specifics to the incorporation of accessibility practices into the design and development process. This is orthogonal to the W3C 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.
We intend to add other models the group has researched to this list.
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.
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 the [=Voluntary Product Accessibility Template®=] (VPAT®). ACRs are used by buyers to understand how accessible a product is, and any potential deficiencies.
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.
Granular stages used to signify the attainment or lack thereof of a specific maturity model [=dimension=].
Include, but are not limited to:
Written or tangible evidence specific to each [=dimension=] that can be used to measure the maturity for that specific dimension.
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.
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.
The W3C Accessibility Maturity Model is organized around seven important aspects, or [=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 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=].
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.
Stages are cumulative, so stage advancement is achieved by first meeting the specific criteria of a lower level.
Note: The terms for the stages were adopted for consistency with the Policy Driven Adoption Maturity Model, currently being used by some U.S. government agencies.
Stages loosely correspond to the following criteria:
| Stages | Criteria |
|---|---|
| Inactive | No awareness and recognition of need. |
| Launch | Recognized need organization-wide. 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. |
Organizational ICT Accessibility Maturity is assessed using the W3C 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=].
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.
Proof points can span across multiple stages, work being initiated in one stage and completed in a more advanced stage.
Make a copy of the assessment template worksheet to get started.
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.
Communications should be accessible to the widest audience possible and meet the requirements in the accessibility standards. This [=dimension=] applies to all electronic communications:
Accessible communications 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.
Communications [=proof points=] may include but are not limited to:
Use the quick link to the Maturity assessment prototype Communications ratings worksheet to see how the evaluation for this dimension could be documented.
| Maturity stages | Criteria |
|---|---|
| Inactive |
Definition: No effort towards making internal or external communications accessible.
Outcomes:
|
| Launch |
Definition: Recognized need for accessibility of internal and external communications. Plans begun or in place to identify communications where accessibility criteria should be integrated.
Outcomes:
|
| Integrate |
Definition: 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.
Outcomes:
|
| Optimize |
Definition: Full accessibility processes and tools implemented across all internal and external media resulting in fully accessible communications. Outcomes:
|
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.
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.
Knowledge and skills proof points may include but are not limited to:
Use the quick link to the Maturity assessment prototype Knowledge and Skills worksheet to see how the evaluation for this dimension could be documented.
| Maturity stages | Criteria |
|---|---|
| Inactive |
Definition: No efforts to develop W3C accessibility knowledge or skills.
Outcomes:
|
| Launch |
Definition: Recognized need for [=organization=]-wide accessibility and disability inclusion, as well as accessibility expertise. Planning initiated, but activities not well organized. Outcomes:
|
| Integrate |
Definition: 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=]. Outcomes:
|
| Optimize |
Definition: 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. Outcomes:
|
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.
Support [=proof points=] may include but are not limited to:
Training is in place for support staff to build and maintain relevant skills in support of this dimension’s [=proof points=].
Use the quick link to the Maturity assessment prototype Support worksheet to see how the evaluation for this dimension could be documented.
| 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:
|
| 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:
|
| 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:
|
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.
ICT development lifecycle [=proof points=] may include but are not limited to:
Use the quick link to the Maturity assessment prototype Development Lifecycle worksheet to see how the evaluation for this dimension could be documented.
| Maturity stages | Criteria |
|---|---|
| Inactive |
Definition: No accessibility effort at all around ICT development.
Outcomes:
|
| Launch |
Definition: Some awareness and recognition of the need for accessible ICT development, inconsistently approached, decentralized.
Outcomes:
|
| Integrate |
Definition: Organizational effort and approach for improving accessibility in ICT development per role or discipline.
Outcomes:
|
| Optimize |
Definition: Thought leader in Accessibility on ICT development with strong ICT development knowledge and skills, structural, standardized and reported approach.
Outcomes:
|
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.
Personnel proof points may include but are not limited to:
Use the quick link to the Maturity assessment prototype Personnel worksheet to see how the evaluation for this dimension could be documented.
| Maturity stages | Criteria |
|---|---|
| Inactive |
Definition: No staffing effort towards achieving [=organization=]-wide ICT accessibility maturity by including people with disabilities in the workforce. Possibly some informal activities. Outcomes:
|
| Launch |
Definition: 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. Outcomes:
|
| Integrate |
Definition: 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=]. Outcomes:
|
| Optimize |
Definition: 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. Outcomes:
|
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 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.
Procurement [=proof points=] may include but are not limited to:
Use the quick link to the Maturity assessment prototype Procurement worksheet to see how the evaluation for this dimension could be documented.
| Maturity stages | Criteria |
|---|---|
| Inactive | No accessibility criteria, process, or requirements in ICT procurements |
| Launch |
Definition: Recognized need for accessibility criteria in procurement processes.
Outcomes: Work initiated to identify and integrate accessibility into procurement processes and language of all ICT related solicitation documents, vendor responses, and contracts. |
| Integrate |
Definition: Accessibility criteria, language, and evaluation methods integrated into most applicable ICT solicitations and contracts.
Outcomes: 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. |
| Optimize |
Definition: Full and consistent use of accessibility processes, criteria, contract language and decision making to procure accessible ICT.
Outcomes: Processes are in place and used consistently, and are regularly reviewed and refined, as needed. |
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 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.
Culture [=proof points=] may include but are not limited to:
Use the quick link to the Maturity assessment prototype Culture worksheet to see how the evaluation for this dimension could be documented.
| Maturity stages | Criteria |
|---|---|
| Inactive | Diversity and inclusion culture does not specifically mention or include disability |
| Launch |
Definition: Recognized need for [=organization=]-wide cultural programs on accessibility and disability inclusion, planning initiated with limited activity Outcomes: Work initiated but not yet implemented to:
|
| Integrate |
Definition: Cultural programs created and initially deployed
Outcomes:
|
| Optimize |
Definition: Strong cultural awareness, appreciation, sensitivity, and support for all aspects of ICT accessibility and people with disabilities. Outcomes: 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=]. |