This page details the Digital Accessibility and Content (DAC) team’s response to any reported accessibility issues regarding our supported systems. This applies both to issues we are able to remediate in house and issues that must be deferred to the vendor for triage and remediation.
Replicate and Document the Issue
Attempt to validate the reported issue, determine the extent and severity of the associated accessibility barrier(s), and assign remediation and response to the appropriate responsible party.
In-House Remediation and Response
If the responsible party is the systems administrator or an internal content contributor, the issue should be resolved in house. Please refer to the follow resources for guidance and consultation as necessary:
Vendor Remediation and Response
Issues that cannot be solved in house must be escalated to the vendor for resolution. It’s important to be thorough in documenting everything from previous steps so the vendor knows exactly what must be done to remediate. Even if you are able to work around a bug that was causing the original issue, it is important to inform the vendor as it may affect others.
Prepare a brief report for the vendor. This should include:
The reported accessibility issue or issues.
The steps taken to replicate, with supporting material such as screenshots or video where appropriate.
Applicable WCAG success criteria or other guidelines.
References to applicable sections of the vendor’s VPAT.
If applicable,
Send this report to the vendor contact. Be sure to request that they provide a timeline for remediation as soon as they are able.
Prepare an Equally Effective Alternative Access Plan to address barriers until the vendor has fixes in place.
Regularly follow up with the vendor until reported issues are remediated.
Follow Up with Customer
Tell the customer that we fixed it or what our follow up is.
I fixed it
We reported it to the vendor and they fixed it
Here’s our EEAAP