COMMONWEALTH OF MASSACHUSETTS

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Nov 17, 2013 (3 years and 4 months ago)

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COMMONWEALTH OF MASSACHUSETTS

EXECUTI VE OFFI CE OF ADMI NI STRATI ON AND FI NANCE

I NFORMATI ON TECHNOLOGY DI VI SI ON






ITD Services
Definition


Assistive Technology Services





















Table of Contents


1.

INTRODUCTION

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3

1.1

P
URPOSE
&

S
COPE

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................................
................................
................................
...

3

1.2

D
OCUMENT
O
WNERSHIP

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...........................

3

1.

SERVICE OFFERINGS

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................................
................................
.

4

1.1

D
ESCRIPTION OF
S
ERVICE

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.........................

4

1.2

S
UPPORTED
V
ERSIONS OF
S
ERVICE
C
OMPONENTS

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....................

4

1.3

S
ERVICE
T
ARGETS

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....

4

1.4

S
ERVICE
R
EPORTING

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5

1.5

S
ERVICE
R
EQUESTS

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................................
.

5

2.

CUSTOMER VS. ITD RES
PONSIBILITIES

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................................
..

5

2.1

S
UMMARY
C
USTOMER
R
ESPONSIBILITIES

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................................
...

5

2.2

D
ETAIL
C
USTOMER
VS.

ITD

R
ESPONSIBILITIES

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..........................

6

3.

AGREEMENTS

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6

3.1

I
NTERNAL
ITD

A
GREEMENTS

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.....................

6

3.2

E
XTERNAL
A
GENCY
A
GREEMENTS

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6

4.

CHARGEBACK RATE INFO
RMATION

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7

































1.

Introduction


1.1

Purpose & Sco
pe

The purpose of this document is to describe ITD’s
service offerings for Assistive Technology
Service
s.



1.2

Document Ownership

Th
is document is owned by the Product Manager for the Assistive Technology Group:

Sarah Bourne

sarah.bourne@state.ma.us

Chief Technology Strategist



ITD Services Definition


Assistive Technology Services



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1.

Service Offerings

1.1

Description of Service

The Information Technology Division (ITD)

Assistive Technology Group provides guidance on accessibility
requirements and access to the Assis
tive Technology Lab to all agencies of the Commonwealth based on
available resources.



Assistive Technology Lab has “walk
-
in” hours every Wednesday from 11:00


12:00 noon.


Prior requests are not
required but may help in ensuring lab availability.



This

service

includes:



The AT Laboratory boasts an array of high
-
tech hardware and software, including speech synthesis,
voice recognition, video magnification, Braille printers and displays, captioning, video description,
alternative communication and other a
ssistive technologies. The full range of supported versions of IT
assistive technology components and supported platforms can be found at:
Generic Assistive
Technology IT Environment List



Provide assistance to support agency self
-
audits of agency applications and makes recommendations on
how they can be improved to
meet recognized accessibility standards.



Provide guidance on how to create accessible applications, web spaces and information content.


In
addition, guidance on the acquisition of accessible COTS applications is provided.



Coordinate the handling of acce
ssibility waiver requests.


Collect data and provide assessments and
recommendations to ITD Legal and the Massachusetts Office of Disabilities (MOD).


Track conditions of
granted waivers for compliance.




Please note: The waiver process is dictated by
Enterprise IT Accessibility Standards

1.2

Supported Versions of Service Components

The AT Laboratory boasts an array of high
-
tech hardware and software, including speech synthesis,
voice recognition, video magnification, Braille printers and displays,
captioning, video description,
alternative communication and other assistive technologies.

The full range of supported versions of IT assistive technology components and supported platforms
can be found at:

Generic Assistive Technology IT Environment List



1.3

Service Targets

The primary goal of ATG is to support compliance with the Commonwealth’s accessibility standards by
providing practical information in support of procurements and develo
pment projects and maintaining a
test facility.



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Service
Requirement

Description

Service Availability

Service availability hours are
9:00

am


5:00 pm Monday through Friday excluding holidays.


1.4

Service Reporting

The following reporting information is
provided to customers as part of this service:

Report

Description

Reporting Interval

Waiver Request Status

Information tracking the progress of waiver requests.

See wiki(link)



1.5

Service Requests


COMiT Service Request

Description

Lead Time
-

Business Days

Consulting and Support


This service request includes consulting and support for
Assistive Technology services.


Services are based on
available resources

Lab Facility Assistance

This service request includes reserving time in the AT Lab,
and requestin
g help in using specialized software and
equipment.

Note: Lab has walk
-
in hours on Wednesday from 11:00


12:00 noon. Prior requests are not needed but are helpful.

Services are based on
available resources

Waiver Request

This service request includes re
ceiving and evaluating
accessibility waiver requests, tracking activities through
ITD Legal, MOD, and the CIO, and monitoring for
compliance of conditions imposed on granted waivers.

Note: Waiver process is dictated by the ITD Enterprise IT
Accessibility S
tandards (insert link).

Services are based on
available resources


2.

Customer vs. ITD Responsibilities

This section describes scope of responsibility for both customers and ITD in relation to providing the
defined service. This section will be included in a

customer Service Level Objective (SLO).

Service Management Responsibilities that are common across many ITD Services e.g. Facilities
Management, Incident Management, Change Control, are described in the “
Service Management
Services Guide
” (to be defined)
.

2.1

Summary Customer Responsibilities

Customer responsibilities include but are not limited to:

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Customer’s responsibilities are to ensure that all applications, web spaces and information content
they implement satisfy the usability requirements of all pers
onnel within their organization.




2.2

Detail Customer VS. ITD Responsibilities


Responsibilities

Customer

ITD

Ensure that all information technology implemented by Executive Branch agencies
adhere to the Commonwealth’s accessibility standards.

X


Ensure

that conditions agreed to for granted waivers are adhered to.

X


Verify that conditions agreed to for granted waivers adhered to.

X



3.

Agreements

3.1

Internal ITD Agreements


Underlying Service
Offerings

Contact

Description of Agreements

Network Services

J
im Girardi

Support for new AT equipment installation.

Security Services

Jim Cusson

Support for new AT application installation.



Support Functions

Contact

Description of Specific Agreements


Commonhelp

Emmet Millet

Incident Management and reporting

Service Account Management

Linda Kelly

Project management and support



Vendor

Contact

Description of Specific Agreements



N/A




3.2

External Agency Agreements


In accordance with the Memorandum of Understanding signed jointly by the Executive Office of
Administration & Finance Information Technology Division (ITD), the Massachusetts Office of Health &
Human Services and its constituent agencies (EOHHS) and the Massachusetts Office on Disability
(MOD), ITD and MOD will work together to assure information
technology accessibility compliance
with:

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Current Enterprise Information Technology Standards



Current Web Accessibility Standards



Federal “Section 508” Standards



Federal Telecommunications Act


4.

Chargeback Rate Information

Th
e costs pertaining to this servi
ce are offered free of charge by ITD.


This is to ensure that customers
are able to utilize these services as needed.

No additional detail is available for review.