Service Description: Digital Accessibility Maturity Model (DAMM)

The Level Access Digital Accessibility Maturity Model (DAMM) is a clear and concise method for measuring the maturity of digital accessibility programs. Based on the Capability Maturity Model (CMM), DAMM defines a working model to measure the degree of maturity a program has attained in implementing accessibility, using five levels of maturity to rate the current state of a program along seven dimensions.

• Level 1 – Initial
  • The organization is typically performing digital accessibility activities in an ad-hoc, uncontrolled, and reactive manner.
• Level 2 – Repeatable
  • A limited number of repeatable processes are starting to produce increasingly consistent results but are not yet adopted across the entire organization.
• Level 3 – Defined
  • Well-defined processes, increased knowledge, and skills are distributed across the organization with clear roles and responsibilities. The organization is beginning to “shift left” with digital accessibility baked in.
• Level 4 – Managed
  • The organization is actively measuring effectiveness, tracking improvements, and predicting issues before they occur. Digital accessibility is sustainable with inclusive best practices as part of organizational priorities
• Level 5 – Optimizing
  • The organization is focused on innovation, standards, and continually optimizing digital accessibility organization-wide. They are championing an inclusive culture and participating in external activism to drive change in the industry.

2.1 Service Activities:

The Digital Accessibility Maturity Model (DAMM Assessment includes the following core components:

• DAMM Kickoff Call: Customer and Level access Engagement Manager will meet to discuss timeline, deliverables, and customer goals
• Assessment Survey: Comprehensive maturity assessment across seven key accessibility maturity dimensions available to customer employees and representatives via SurveyMonkey
  • Seven Maturity Dimensions:
    1. Governance and policy: How well established is accountability for digital accessibility at your organization, through clear ownership, internal commitments, risk management planning, and investment strategies?
    2. Communications: How effectively is your organization communicating about digital accessibility initiatives? And are communication channels accessible?
    3. Development life cycle: How effectively is digital accessibility integrated into the creation of your organization’s digital products and content, resulting in inclusive experiences?
    4. Support: How well does your organization ensure that customer assistance channels (e.g., e-mail, phone, and chat applications) and guidance documentation are accessible and inclusive?
    5. Procurement: How effectively is digital accessibility evaluated and addressed in vendor selection, purchasing, and contracts?
    6. Knowledge and skills: How well is digital accessibility training implemented and managed across your organization?
    7. Culture: How deeply ingrained are accessibility values in your organization’s culture and practices, resulting in a shared understanding of and commitment to digital inclusion?
• Results Call: Customer and Level access Engagement Manager will meet to discuss results of the assessment, as well as insights, analysis, and recommended next steps based on 2 most critical dimensions

2.2 Deliverables:

• DAMM Assessment uses SurveyMonkey to record customer responses.
• The output of the assessment is a results presentation and discussion of current state with a PowerPoint deck provided to customer that can be shared with their internal stakeholders.
• Included is a recommended Action Plan, focused on the two most critical dimensions, developed together with specific next steps and timelines to mature the customer’s program at their pace.
• Level Access then works with the customer to support implementation of the action plan and track progress through as part of the “check-in” process with the customer.

3. Scheduling & Submission

Digital Accessibility Maturity Model (DAMM) Assessments are submitted through the Level Access Platform or directly through a Zendesk Service Intake Request.

4. General Customer Obligations & Exclusions

Level Access obligations, and the Services, are subject to Customer complying with the Customer obligations, assumptions and exclusions listed below.

4.1 Customer Obligations:

Customer should be prepared for the time commitment and ready and able to commit to assessment project timeline.

4.2 Exclusions:

Unless specifically included in the agreement, this service does not cover:

• Customization of Assessment survey questions
• Use of survey tool other than SurveyMonkey

5. Fees and Payment

Direct Purchases: If the Customer purchases Services directly from Level Access, payment terms are governed by the applicable Master Services Agreement (whether executed separately or incorporated by reference) and Order Form.

Partner or Affiliate Purchases: If the Customer purchases Services through an authorized partner or affiliate, payment terms are governed by the agreement between the Customer and the partner or affiliate.