toward a common enterprise accessibility operational model (#csun14)

Copyright © 2014 IBM Corporation

Toward a Common Enterprise I/T Accessibility Operational Model

Bill Curtis-Davidson (@BCurtisDavidson) Lead Business Solutions ArchitectIBM Human Ability & Accessibility Center

March 2014 – 29th Annual International Technology & Persons with Disabilities Conference (#CSUN14)

https://twitter.com/bcurtisdavidson


Copyright © 2014 IBM CorporationSlide 2 -- #CSUN14 – @BCurtisDavidson

• Common accessibility operational problems• Accessibility Operational Model components

• Process, Organization, Engagement

• How Operational Model helps new or existing orgs• How Operational Model can help industry standardize• Gain base viewpoint to explore A11y Ops Model further

PurposeIn this session, you can expect to enhance your understanding


Who Am I?UXP + Accessibility Thought Leader, 20+ Years Experience

• Strategic accessibility transformation consultant• Experience in web, SW, HW, multimedia, kiosk, mobile• Expert in accessible travel, transportation + tourism tech• Invited expert + consultant to UN, US DOT, White House• Editor, GeoAccess “Data-Enabled Travel”• Public speaker, researcher + advocate


My Role in IBMLead Architect, IBM Human Ability & Accessibility Center

• Led development of IBM’s accessibility services portfolio• Strategic accessibility consultant to dozens of IBM clients• Architect, innovative accessibility solutions (Air Kiosk)• Business development + licensing of IBM Research tech• Impact through partner ecosystem


Consider this…

Starting and maintaining

an enterprise accessibility operation…


Consider this…

Starting and maintaining an enterprise accessibility operation…

Is easier when you have a model

Starting and maintaining

an enterprise accessibility operation…


The Good News

Companies are investing like never before inAccessibility Organizations


The Reality

Many of these efforts do not yet have a robustAccessibility Operational Model

A11y Ops Model

A11y Ops Model

A11y Ops Model

A11y Ops Model


Potential Result

Efforts can fail if you cannotSee the forest for the trees

A11y Ops Model

A11y Ops Model

A11y Ops Model

A11y Ops Model


Common Challenges

Having an accessibility testing group or tool ≠ an enterprise accessibility operation


Common Challenges

Accessibility requirements, guidance + training are often not distributed across the enterprise


Common Challenges

A11y leaders are challenged to determine how best toengage stakeholders across their enterprise


• Organization, Process, Engagement Components• Context for all accessibility projects• Rationalize, prioritize, justify investments• Roadmap for evolving over time• Better outcomes for all

The SolutionAll Accessibility Operations Need an Operational Model


A11y Operational Model3 Key Components Comprise an A11y Operational Model

ProcessModel

• 7 Key Process Areas• 3 Levels of

Decomposition• Promotes consistent

operations• Clear A11y

Responsibilities (RACI*) aligned to Org Model

OrganizationModel

• Central A11y Center (Hub)

• Distributed A11y Roles (Spokes)

• Clear A11y Roles

Engagement Model

• Outlines how Central A11y Center and Distributed A11y Operations engage

• 7 Key Process Areas


A11y Organization Model


A11y Organization ModelCentral A11y Center and Distributed A11y Org Roles

OrganizationModel

LOB1 DC10

CentralizedA11y CenterLOB

2

LOB3

LOB4 LOB

5LOB

6

LOB7

LOB8

LOB9

LOB10

LegalHR CIO Learn-

ing

Example Roles:• Director or VP of Digital A11y• A11y Enterprise Liaison• A11y Compliance Manager• A11y Program Manager• A11y Technical Integration Leader• A11y Learning & Knowledge Management Leader• Accessible UXP & Design Leader• Accessible Common Templates & Code Lead(s)• A11y Focal Points (consult to LOBs)


A11y Organization ModelIBM Makes Available General Job Descriptions. Example Below.

OrganizationModel

Director or VP of Digital Accessibility• Number Required: 1 FTE

• Job Description: Provide overall executive leadership of the Centralized Accessibility Center to help ensure a successful implementation of the corporation’s Accessibility Operations Plan (Process, Organization, Engagement). Includes leadership and oversight of the integration, resources, knowledge, quality, reporting, procurement and operations management, as well as linkages with related IT, Legal, Compliance, Program / Change Management resources.

• Skills Required: I/T accessibility policy / standards / governance, business process transformation consulting, compliance reporting and management, organizational change and risk management, extensive team leadership experience, and effective communication at all levels, especially executive (C-Level and above) leadership. Experienced leader recognized in the accessibility community, who can outreach to other corporations, government, and industry associations to share promising or established best practices.

• Staffing Considerations: [Unique to individual companies]


A11y Process Model


A11y Process Model7 Key Processes Help Organizations Consistently Execute

Integration: Policy, Stds, Frameworks, Methods

Resources: People, Facilities, Tools

Knowledge: Creation, Sharing, Management, Building

Reporting: Internal Monitoring, External Compliance

Quality: Conformance, Employee/Customer Care

Procurement: Platforms, COTS, Custom, Services

Operations: Model, Change, Manage, Measure

ProcessModel


A11y Process ModelEach Process Group is Decomposed to 3 Sub-Processes

Integration: Policy, Stds, Frameworks, MethodsProcessModel

Level 1 A11y Processes Level 2 A11y Processes Level 3 A11y Processes A11y Center (“Hub”) Roles

A11y Focals Points (“Spokes”) Roles

A11y Perform Resources

Integration Management

Accessibility Strategy, Policy & Standards

Develop / Maintain Accessibility Strategy Develop Accessibility Policy Monitor Industry Standards Create Enterprise A11y Checklists Integration Checklists (Reqs) into Related

Standards & Policies

(R) Lead all three processes, working with stakeholders (e.g. Compliance)

(C) (A) Provide input to Strategy & Policy

Ensure digital leaders are helping teams adhere to Policies and Standards

Adhere to Policies and Standards


Integrate Accessibility into Methodology

Integrate Accessibility into methodologies playbook (e.g. method / process, work products/deliverables)

Integrate Accessibility into Test Sector Processes

(R) Lead integration into all methods and processes

Provide input to playbook processes, artifacts, etc.

Ensure design, development and test teams adhere to Playbook, Test Processes and other Methods

Adhere to and follow methodologies related to accessibility.


Integrate Accessibility into Digital Foundations

Integrate accessibility into common (shared) digital design frameworks (Reqs, Design, Dev, Test)

Integrate accessibility into common (shared) design components (Reqs, Design, Dev, Test)

Integrate accessibility into common (shared) engineered components (Reqs, Design, Dev, Test)

Provide accessibility leadership and guidance to: Digital designers and

developers Code module

designers, developers and testers

Code module engineers

Follow and adhere to a11y guidance in digital design framework

Work with digital leaders and other key staff to ensure accessibility practices are followed

Use digital design guide, design components, and engineered components that have a11y built-in


Out

put

A11y Strategy

Approved 11y Policy

Approved A11y Stds

A11y Int. Methods

A11y Test Processes

A11y in Digital Design

A11y in Common Templates & Code

Components

A11y Design Tools

A11y Test

Tools

RACI • R: A11y Center Lead(s)

• A: Digital / IT Stewards• C: A11y Focal Pts (AFPs), Digital Leads• I: Integration Offices, Other IT Policy Stewards

• R: A11y Center Digital Design/Dev/Test Methods, AFPs• A: Digital / IT Stewards, Method/UXP/Test Leads• C: Digital Leads, Integration Offices, Change Mgmt• I: Other IT Policy Stewards

Etc…

Leve

l 2 +

3 P

roce

sses

Strategy, Policy & StandardsDevelop

A11y Strategy

Develop A11y

Policies

Integrate A11y into Standards

Methodology IntegrationInt. into

Methodo-logies

Integrate into Test

Processes

Int. into Digital Design

Int. into Common Templates

Int. Into Common

Components

Manage Design

A11y Tools

Manage A11y Test

Tools

Design & Common Code Int.

Design & Test Tool Integration

LOB A11y ConsultingAFP Consulting w/ LOB Design & Dev Teams

Inpu

ts Previous Strategies

Corp Policies

Corp IT Standards

A11y Policies & Standards

Corp IT Methodo-

logies

Corp IT Test

Standards

Common Design & Code Fmk

Current Design & Test Tools

A11y Process ModelFlows Show Inputs, Process Relations, Org RACI*, Outputs

Integration: Policy, Stds, Frameworks, MethodsProcessModel


A11y Engagement Model


Engagement Model

A11y Engagement ModelCentral A11y Center Guides Distributed A11y Orgs

Integration

ResourcesKnowledge

Qua

lity

Reporting

Procurement

OperationsLOB1 DC10• Set strategy, policies, standards

• Methodology guidance• Digital foundations• Consult to A11y Focals

• Staff A11y Center and A11y Focal roles

• Coordinate with enterprise

• Define, source design & test tools

•Inte

rnal

training r

eqs,

metric

s, lea

rning

materia

ls

•Tra

in A11

y Foca

ls, docu

ment o

utcomes

•D

evel

opm

ent q

ualit

y m

etric

s•

Dig

ital G

over

nanc

e ch

ecks

•Cu

stom

er c

are

reqs

, met

rics,

SO

Ps, e

tc. •

Staff performance measurement

•Monitor a11y stds conformance

•Monitor other accessibility compliance

factors

• Reqs, metrics, process definition

• Standard contracts language

• Deploy, document outcomes

• Org change & risk mgmt process,

metrics

• Manage org change, risk


2

LOB3

LOB4 LOB

5LOB

6

LOB7

LOB8

LOB9

LOB10

LegalHR CIO Learn-

ing


Engagement Model

A11y Engagement ModelDistributed A11y Orgs Perform Using Guidance from A11y Center

Integration

ResourcesKnowledge

Qua

lity

Reporting

Procurement

OperationsLOB1 DC10


2

LOB3

LOB4 LOB

5LOB

6

LOB7

LOB8

LOB9

LOB10

LegalHR CIO Learn-

ing

• Follow policies, standards

• Follow methodology guidance

• Adhere to DVTS / SFX / Tridion

• Consult with DC teams, ACE

• Communicate staffing issues

• Provide input on design, test tools

•Fo

cals

ens

ure

DC team

s re

ceiv

e

train

ing

•Doc

umen

t out

com

es

•D

evel

op

men

t q

ual

ity

met

rics

•D

igit

al G

ove

rnan

ce c

hec

ks•

Cu

sto

mer

car

e re

qs,

met

rics

, S

OP

s, e

tc.

•Provide W

CAG stds conformance for

DC apps

•Provide input on other accessibility

compliance factors

• Follow standard process

• Use standard contracts language

• Document outcomes

• Provide input for org

change and risk mgmt


Success Story #1

• Central A11y Center 15+ Years• Distributed A11y in LOBs 15+ Years• Baseline for this A11y Ops Model• Accessible Product Innovation• Full Process Integration

• Industry & Government Standards• Open Source (Mozilla, Dojo, etc.)• Advanced Research Technology• Strategic A11y Consulting for Clients• Compliance Tracking Innovation


Success Story #2

• Used IBM A11y Ops Model to incept their own A11y Center and distributed a11y operation

• From 2 A11y Test Staff to robust operation including core A11y center staff, A11y Focal Points, etc.

• Training and other enablement

• Digital Design & Engineered Framework accessibility

• Remediation of dozens of applications in 1st Year

• Responsive Web & Native Mobile A11y

• Successful adoption across LOBs

Large Fortune 50 Financial Services Insurance Company


Vision of the Future



Across the industry, a11y operations are able to thrive by using common a11y operations models

A11y Ops Model

A11y Ops Model

A11y Ops Model

A11y Ops Model



As a11y operations thrive, they are able toshare knowledge in the a11y community

A11y Ops Model

A11y Ops Model

A11y Ops Model

A11y Ops Model



As knowledge of common a11y ops model is shareda11y practioners refine the profession

A11y Ops Model

A11y Ops Model

A11y Ops Model

A11y Ops Model

Education Products +Services

Innovation


A Call to Action


• Accessibility services providers + product developers• Incorporate the Enterprise A11y Ops Model into your services offerings• Consider how your products support / fit into the Enterprise A11y Ops Model• Engage with IBM Human Ability & Accessibility Center for enablement

• Companies and individual organizations• Engage your accessibility vendors in a discussion on enterprise a11y ops

• Professionals shaping the discipline• Let’s refine the art of enterprise-scale accessibility• Enable the next generation of practitioners to

support the operations emerging in the industry

A Call to ActionHelp advance the practice of enterprise a11y operations


• Bill Curtis-Davidson• IBM Human Ability + Accessibility Center• Web: http://www.ibm.com/able/ • Mobile: 404-307-4607• Email: [email protected] • Twitter: @BCurtisDavidson• LinkedIn: Bill Curtis-Davidson

Thank YouI am interested in furthering the dialogue on this topic!

http://www.ibm.com/able/

mailto:[email protected]



http://www.linkedin.com/in/billcurtisdavidson


IBM @ CSUN: You’re InvitedTime Topic – IBM Papers/Presentations/Panels Speaker/s

Wednesday March 19th

9:20-10:20 Practical Mobile Accessibility in the Enterprise Tom Babinszki

10:40-11:40 Costing Accessibility Remediation for Acquisitions Becky Gibson

1:50-2:50 Implementing Accessibility in a Graphing Utility Fred Esch

Thursday March 20th

9:20-10:20 Implementing Accessibility in an Enterprise Mobile Web User Interface Toolkit Tom Babinszki

10:40-11:40 Toward a Common Enterprise Accessibility Operational Model Bill Curtis-Davidson

1:50-2:50 Optimizing the Accessibility Remediation Process in Large Organizations Richard Chen, Aidan Tierney

3:10-4:10 Media Captioner, Translator and Editor – A Complete Collaborative Approach Kaoru Shinkawa

Friday March 21st

9:20-10:20 Progress Report on the Global Public Inclusive Infrastructure (GPII)

Denis Anson, Rich Schwerdtfeger, Jim Tobias, Gregg Vanderheiden

10:40-11:40 Accessible Design Thinking Mary Jo Mueller, Matt King

1:50-2:50 W3C Cognitive Accessibility Task Force PanelJudy Brewer, Rich Schwerdtfeger, Susann Keohane, Lisa Seeman, Clayton Lewis, Suzanne Taylor

Join IBM in Harbor Ballroom A to learn about the latest in accessible user interface design, mobile accessibility, accessibility risk and compliance management, and much more.

toward a common enterprise accessibility operational model (#csun14)

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distributed a11y operations

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organization model director

accessibility projects

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