Report 2014-131 All Recommendation Responses

Report 2014-131: California State Government Websites: Departments Must Improve Website Accessibility So That Persons With Disabilities Have Comparable Access to State Services Online (Release Date: June 2015)

Recommendation for Legislative Action

To maximize the accessibility of California's websites, the Legislature should amend state law to require that all state websites conform to WCAG 2.0 standards at compliance level AA in addition to the Section 508 standards.

Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: November 2017

California State Auditor's Assessment of Status: No Action Taken


Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: January 2016

California State Auditor's Assessment of Status: No Action Taken


Recommendation for Legislative Action

To help ensure that California's accessibility standards remain current, the Legislature should amend state law to require CalTech to monitor commonly accepted accessibility standards and apprise the Legislature of any changes to those standards that California should adopt.

Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: November 2017

California State Auditor's Assessment of Status: No Action Taken


Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: January 2016

California State Auditor's Assessment of Status: No Action Taken


Recommendation #3 To: Community Colleges Chancellor's Office

To ensure that it addresses barriers to the accessibility of its website for persons with disabilities, Community Colleges should, no later than December 1, 2015, correct the accessibility violations we found during our review.

Agency Response*

As of the date of this response, all accessibility violations found during the review have been corrected and are now live with the release of version 5.3 on 12/4/15. The release was delayed from its original target to allow for enough time for a third-party review of the application suite by The Paciello Group (TPG), a firm recognized for its expertise in this area. Their review is complete, but their final report is not expected until 12/7/15. Rather than delay this response any more, we decided to submit the final report separately.

Included with this communication is an updated version of the spreadsheet provided by the Auditor's offices from the review. This spreadsheet is entitled Community Colleges Results_6mos_Update.

Note: Two parts of the Open CCC Apply suite, namely the BOG Fee Waiver and International application are also being reviewed by TPG separately as per Recommendation 7. Please see our response to Recommendation 7 for details.

  • Response Type†: 6-Month
  • Completion Date: December 2015
  • Response Date: December 2015

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

We are in the process of working with our programmers to fully address the barriers to accessibility found by the audit.

  • Response Type†: 60-Day
  • Estimated Completion Date: November 15, 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Pending


Recommendation #4 To: Covered California

To ensure that it addresses barriers to the accessibility of its website for persons with disabilities, Covered California should, no later than December 1, 2015, correct the accessibility violations we found during our review.

Agency Response*

As of August 7, 2015, 87% of the corrections to address the CSA accessibility violations were successfully implemented as of the last half of 2015. The remaining 13%, requiring portal design changes, were successfully implemented as part of the 16.4 release (May 16, 2016).

  • Response Type†: 1-Year
  • Completion Date: May 2016
  • Response Date: May 2016

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

As reported in the 60-day follow-up; 87% of the corrections to address accessibility violations were successfully implemented in late 2015. The remaining 13% require portal design changes. These changes are scheduled for implementation by 3-31-2016.

  • Response Type†: 6-Month
  • Estimated Completion Date: 3-31-2016
  • Response Date: December 2015

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

CalHEERS: A full ADA regression test was performed in June 2015 as part of the R.15.7 release on 114 pages of CalHEERS. This included 65 pages that were not included earlier as part of the BSA review( see #8 response) 86% of the accessibility violations found during the BSA audit have been fixed. 1% are to be fixed in October 2015. The remaining 13% require portal design changes that are currently being reviewed and there is no current date of resolution of those items. The dot.com website (covered.ca) is defined as everything else online that is not part of the CalHEERS application (both software and enrollment application). All dot.com fixes have been fully implemented.

  • Response Type†: 60-Day
  • Estimated Completion Date: TBD
  • Response Date: August 2015

California State Auditor's Assessment of Status: Partially Implemented


Recommendation #5 To: Franchise Tax Board

To ensure that it addresses barriers to the accessibility of its website for persons with disabilities, Franchise Tax Board should, no later than December 1, 2015, correct the accessibility violations we found during our review.

Agency Response*

Ensure keyboard-only users that navigate the Internet using the Firefox browser are able to select a security image when registering to use the CalFile application in order to file their return online. A software developer modified the code to call in the browser specific key board codes for Firefox.

Ensure the PDF file that summarizes return information that has been entered into CalFile is fully accessible to visually impaired users so the information can be verified prior to submission of their online return. The CalFile PDF for tax years 2015 and 2016 was modified to summarize information entered into CalFile for verification prior to submission for visually impaired users. The recommendation was fully implemented on 09/30/2016.

  • Response Type†: Annual Follow Up
  • Completion Date: September 2016
  • Response Date: October 2016

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

Ensure keyboard-only users that navigate the Internet using the Firefox browser are able to select a security image when registering to use the CalFile application in order to file their return online. A software developer modified the code to call in the browser specific key board codes for Firefox.

Ensure the PDF file that summarizes return information that has been entered into CalFile is fully accessible to visually impaired users so the information can be verified prior to submission of their online return. The planned PDF solution did not pass accessibility testing in December of 2015. The results were inconsistent when using Job Access With Speech, NonVisual Desktop Access and keyboard. We are pursuing another solution to be completed by September 2016.

  • Response Type†: 1-Year
  • Estimated Completion Date: 09/2016
  • Response Date: May 2016

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

Ensure keyboard-only users that navigate the Internet using the Firefox browser are able to select a security image when registering to use the CalFile application in order to file their return online. A software developer modified the code on 05/27/2015 to call in the browser specific key board codes for Firefox.

Ensure the PDF file that summarizes return information that has been entered into CalFile is fully accessible to visually impaired users so the information can be verified prior to submission of their online return. The will be modified during FTB's Annual Change process beginning September 2015, where the application is updated for the new tax year. The change to ensure the PDF is fully accessible will be implemented by 01/04/2016.

  • Response Type†: 6-Month
  • Estimated Completion Date: 01/04/2016
  • Response Date: November 2015

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

Ensure the keyboard-only users that navigate the Internet using the Firefox browsers are able to select a security image when registering to use the CalFile application in order to file their return online. A software developer modified the code on 05/27/2015 to call in the browser specific key board codes for Firefox.

Ensure the PDF file that summarizes return information that has been entered into CalFile is fully accessible to visually impaired users so the information can be verified prior to submission of their online return. The application will be modified during FTB's Annual Change process beginning September 2015, where the application is updated for the new tax year. Although the changes will begin in September 2015, due to system updates, which occur annually, in December, the PDF will be fully accessible by 01/04/2016.

  • Response Type†: 60-Day
  • Estimated Completion Date: 01/04/2016
  • Response Date: July 2015

California State Auditor's Assessment of Status: Partially Implemented


Recommendation #6 To: Human Resources, California Department of

To ensure that it addresses barriers to the accessibility of its website for persons with disabilities, CalHR should, no later than December 1, 2015, correct the accessibility violations we found during our review.

Agency Response*

CalHR has completed this recommendation. All 462 violations found in this audit have been remediated.

  • Response Type†: 1-Year
  • Completion Date: May 2016
  • Response Date: May 2016

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

CalHR has corrected 460 of the 462 violations identified. The two remaining issues are related to each other. These issues exist within the current CalHR website that is in a third party content management system (CMS). To fix these issues the CMS needs to be modified by the vendor. CalHR staff have been working closely with the vendor to rectify this issue. The remediation of these issues has taken longer than anticipated, but CalHR expects this issue to be resolved prior to January 31, 2016.

  • Response Type†: 6-Month
  • Estimated Completion Date: January 31, 2016
  • Response Date: November 2015

California State Auditor's Assessment of Status: Partially Implemented

We agree that CalHR has not yet fully implemented our recommendation but note that it has corrected 459 of the 462 violations we identified. We look forward to hearing more about its progress in addressing the remaining violations in CalHR's one-year response to this recommendation.


Agency Response*

CalHR has been working diligently to correct all of the accessibility violations found during CSA's review. To date CalHR has addressed 460 of the 462 violations identified by CSA on the jobs.ca.gov website. CalHR will meet the December 1, 2015, timeframe.

  • Response Type†: 60-Day
  • Estimated Completion Date: December 1, 2015
  • Response Date: July 2015

California State Auditor's Assessment of Status: Partially Implemented


Recommendation #7 To: Community Colleges Chancellor's Office

No later than December 1, 2015, Community Colleges should develop a plan to determine whether the accessibility violations we identified exist on other portions of its online presence that we did not include in the scope of our review, including any web presence managed by its technology center. Once this plan is executed, it should correct violations wherever it finds them and do so no later than June 1, 2016.

Agency Response*

The CCC Technology Center, which manages web applications and web sites for the California Community Colleges Chancellor's Office, established and fully executed the corrective action plan(s) to correct the violations stipulated in response to Recommendation #7.

The following supporting documentation has been provided; detailed 12 month audit response, Starfish accessibility review, and a spreadsheet detailing the status of the accessibility plan for each California Community College Chancellor's Office project which needs to meet accessibility standards.

  • Response Type†: 1-Year
  • Completion Date: June 2016
  • Response Date: June 2016

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

The CCC Technology Center manages on behalf of the California Community Colleges Chancellor's Office (CCCCO), web applications, interactive web sites, and static content sites. In response to Recommendation #7, we have established the following plan.

A web accessibility expert has been hired and the CCC Technology Center has formed an Accessibility Center.

All web properties will be tested for compliance with the Web Content Accessibility Guidelines version 2.0, level AA prior to June 1, 2016 and remediated as outlined in the documentation provided.

Accessibility reviews have been planned for web applications, interactive and static websites, all new project initiatives and all existing web applications. In addition remediation plans will be made as needed (please see provided documentation for additional detail).

The current status of the response is also outlined in the documentation.

  • Response Type†: 6-Month
  • Estimated Completion Date: May 31, 2016
  • Response Date: December 2015

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

As we work to address the accessibility issues discovered by the audit we are also working to develop a plan to determine whether the violations identified exist on other portions of the online presence.

  • Response Type†: 60-Day
  • Estimated Completion Date: November 15, 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Pending


Recommendation #8 To: Covered California

No later than December 1, 2015, Covered California should develop a plan to determine whether the accessibility violations we identified exist on other portions of its online presence that we did not include in the scope of our review. Once this plan is executed, it should correct violations wherever it finds them and do so no later than June 1, 2016.

Agency Response*

Covered California has evaluated CoveredCA.com for additional accessibility violations and implemented corrections where violations were found. We have also identified and corrected violations that were not included in the original scope of the review. These violations were identified using the Web Accessibility Evaluation Tool (WAVE) as well as manual testing methods using Job Access With Speech (JAWS). We continue to perform automated testing and manual testing as the site gets updated. During our peak season (Open Enrollment), updates may be manually tested after deployment, but no later than two weeks.

In addition, the CalHEERS project currently performs multiple activities semi-annually and per release to ensure that the CalHEERS application stays compliant with Americans with Disabilities Act (ADA). Semi-annually the application goes through an ADA Regression Test suite. Any defects raised are planned, built, and tested in the appropriate releases and closed out with the normal System Development Life Cycle (SDLC) process. Per release, if pages are added and/or modified, these pages undergo functional and ADA testing.

  • Response Type†: Annual Follow Up
  • Completion Date: October 2016
  • Response Date: October 2016

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

Covered California has fully implemented the approach to validate accessibility compliance for public facing services. Covered California, in partnership with Pinnacle, will test and validate the Small Business portal prior to implementation which is planned for fiscal 2016/2017. The Pinnacle hosted Small Business site portal will not be available until that time. Covered California performed Section 508 compliance testing to the Shop and Compare tool and have confirmed that Shop and Compare is in compliance with 508 standards.

  • Response Type†: 1-Year
  • Estimated Completion Date: June 30, 2017
  • Response Date: May 2016

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

Covered California is negotiating an amendment to the Pinnacle contract to address the level of effort and costs associated with the work required to ensure that the Small Business site adheres to the Section 508 compliance requirements. Covered California is also working with the Shop and Compare vendor to identify and address Section 508 compliance gaps.

  • Response Type†: 6-Month
  • Estimated Completion Date: 3/31/16
  • Response Date: December 2015

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

CalHEERS: 65 pages that were not part of the original BSA review have been subjected to a regression analysis and statistics on those fixes are included in the response to #4. Other portions of the online presence include the Shop and Compare tool and Pinnacle's operation for Small Business. Covered California is on track to develop a plan to determine whether the violations BSA identified exist on these portions of our online presence.

  • Response Type†: 60-Day
  • Estimated Completion Date: 12/1/2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Pending


Recommendation #9 To: Franchise Tax Board

No later than December 1, 2015, Franchise Tax Board should develop a plan to determine whether the accessibility violations we identified exist on other portions of its online presence that we did not include in the scope of our review. Once this plan is executed, it should correct violations wherever it finds them and do so no later than June 1, 2016.

Agency Response*

The remaining two applications and three style sheet changes noted in the June 2, 2016 follow up have been completed. FTB used criteria from the audit to review our online presence. Issues were identified and corrected. Additionally, because of the heightened awareness around accessibility the department has implemented a structured process to identify future accessible technology needs. It is FTB's goal to address corrective action quickly as noncompliance issues are noted. In addition, as of January 31, 2017, testing has been completed for the applications implemented.

  • Response Type†: Annual Follow Up
  • Completion Date: January 2017
  • Response Date: April 2017

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

Develop a plan to determine whether the accessibility issues identified in the audit exist on other portions of FTB's online presence that were not included in the scope of the review. The remaining two applications and three style sheet changes noted in the 06/02/2016 follow up have been completed. FTB used criteria from the audit to review our online presence. Issues were identified and corrected. Additionally, because of the heightened awareness around accessibility the department has implemented a structured process to identify future accessible technology needs. It is FTB's goal to address corrective action quickly as noncompliance issues are noted. The recommendation was fully implemented on 09/30/2016.

  • Response Type†: Annual Follow Up
  • Completion Date: September 2016
  • Response Date: October 2016

California State Auditor's Assessment of Status: Partially Implemented

Contrary to Franchise Tax Board's assertion, the supporting documentation it provided to our office shows that accessibility testing has not been fully completed for elements of the department's website that Franchise Tax Board has identified as being related to this recommendation. Accordingly, until that accessibility testing is completed and any issues it discovers are fixed, we assess this recommendation as partially implemented.

  • Auditee did not substantiate its claim of full implementation

Agency Response*

Develop a plan to determine whether the accessibility issues identified in the audit exist on other portions of FTB's online presence that were not included in the scope of the review. We have analyzed the web applications and have identified the gaps. We have addressed most of the applications; however, we have a plan to complete the remaining 2 applications by June 30, 2016. Additionally, we've assessed the static content on the site and have 3 style sheet related changes to implement that will be completed by June 30, 2016.

  • Response Type†: 1-Year
  • Estimated Completion Date: 06/30/2016
  • Response Date: May 2016

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

We have analyzed the web applications and have identified the gaps and will prioritize these gaps with the goal to address them by 06/01/2016. We continue to identify the gaps in the static pages and with the goal to address them by 06/01/2016.

  • Response Type†: 6-Month
  • Estimated Completion Date: 06/01/2016
  • Response Date: November 2015

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

We are in the process of analyzing the web applications and static pages to identify the presence of accessibility gaps by 12/01/2015. We will prioritize these gaps with the goal to address them by 06/01/2016.

  • Response Type†: 60-Day
  • Estimated Completion Date: 06/01/2016
  • Response Date: July 2015

California State Auditor's Assessment of Status: Pending


Recommendation #10 To: Human Resources, California Department of

No later than December 1, 2015, CalHR should develop a plan to determine whether the accessibility violations we identified exist on other portions of its online presence that we did not include in the scope of our review. Once this plan is executed, it should correct violations wherever it finds them and do so no later than June 1, 2016.

Agency Response*

CalHR has remediated all known issues on all websites that it maintains. This effort included over 5000 website pages and over 4000 Adobe Portable Documents (PDFs) and PDF forms. This was a department wide effort and has been the catalyst in setting CalHR's accessibility standards for creating and maintaining accessible web pages and PDF's throughout the department. As a result of this effort, accessibility will continue to be a priority at CalHR.

  • Response Type†: 1-Year
  • Completion Date: June 2016
  • Response Date: May 2016

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

In CalHR's 60 day progress report it was noted that a Corrective Action Plan (CAP) had been created. The CAP outlines a high level road map to check for violations throughout all of CalHR's websites. The plan also maps out how and when these violations will be rectified. CalHR continues to diligently work through the CAP to ensure all of its web sites are accessible. To date CalHR has identified all accessibility issues on 7 of CalHR's 8 websites and has completed some remediation efforts. This is ahead of schedule according to the CAP. The remediation efforts for PDF documents on the calhr.ca.gov website is taking longer than anticipated, but CalHR will meet the June 1, 2016, timeframe.

  • Response Type†: 6-Month
  • Estimated Completion Date: June 1, 2016
  • Response Date: November 2015

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

CalHR has created a Corrective Action Plan (CAP). The CAP identifies a high level road map to check for violations throughout all of CalHR's websites. The plan also maps out how and when these violations will be rectified. CalHR had previously acquired all of the tools needed to thoroughly test its websites to ensure that the proper level of accessibility and ADA compliance is achieved by utilizing CalHR's Test Management Plan. CalHR will meet the June 1, 2016, timeframe.

  • Response Type†: 60-Day
  • Estimated Completion Date: June 1, 2016
  • Response Date: July 2015

California State Auditor's Assessment of Status: Partially Implemented


Recommendation for Legislative Action

To ensure that state governmental entities have a clearly identified resource for web accessibility training, the Legislature should amend state law to name CalTech as the lead agency responsible for providing training to state governmental entities on web accessibility issues, in consultation with Rehabilitation and other state departments as it determines necessary.

Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: November 2017

California State Auditor's Assessment of Status: Partially Implemented


Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: January 2016

California State Auditor's Assessment of Status: No Action Taken


Recommendation for Legislative Action

To ensure that governmental entity personnel have the information and tools necessary to develop and maintain accessible websites, the Legislature should require governmental entities to provide or obtain web accessibility training at least once every three years for staff involved in the procurement or development of websites or web-based services.

Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: November 2017

California State Auditor's Assessment of Status: No Action Taken


Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: January 2016

California State Auditor's Assessment of Status: No Action Taken


Recommendation for Legislative Action

To help ensure that all state governmental entities appropriately test their websites for accessibility, the Legislature should direct all state governmental entities to report every other year to CalTech regarding the frequency and method of their web accessibility testing and their efforts to resolve accessibility issues they identify. Such reporting should include signed certifications from the highest-ranking technology officer at the governmental entity and documentation that supports the claimed testing as well as the entity's effort to fix identified issues. Further, the Legislature should direct CalTech to assess the sufficiency of each governmental entity's testing and remediation approach and publicize the results of its review online.

Description of Legislative Action

AB 434 (Baker, Chapter 780, Statutes of 2017) requires the director or each state agency or entity and the chief information officer of that state agency or entity, before July 1, 2019, and before July 1 biennially thereafter, to post on the home page of the agency's or entity's Internet website a signed certification that the agency's or entity's Internet website is in compliance with specified accessibility standards.

  • Legislative Action Current As-of: November 2017

California State Auditor's Assessment of Status: Partially Implemented


Description of Legislative Action

Legislation has not been introduced to address this recommendation.

  • Legislative Action Current As-of: January 2016

California State Auditor's Assessment of Status: No Action Taken


Recommendation #14 To: Community Colleges Chancellor's Office

To ensure that updates to its website are tested for accessibility, by July 31, 2015, Community Colleges should develop and follow a written test approach that describes how and when changes to its website will be reviewed. This plan should describe how the department will include both automated and manual forms of accessibility testing.

Agency Response*

The testing approach has been developed and the test plan is now being followed as requested in the recommendation. Supporting documentation has been submitted.

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #15 To: Covered California

To ensure that updates to its website are tested for accessibility, by July 31, 2015, Covered California should develop and follow a written test approach that describes how and when changes to its website will be reviewed. This plan should describe how the department will include both automated and manual forms of accessibility testing.

Agency Response*

Covered California has developed a 508 compliance test approach, which provides for manual and automated testing. Prior to product deployment, testing activities are performed and validated as part of the product testing cycles. Testing is also conducted post implementation to validate compliance. Covered California is continuing to enhance the test approach to reflect lessons learned.

  • Response Type†: 1-Year
  • Completion Date: July 2016
  • Response Date: September 2016

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

The CalHEERS project recently began transitioning the ADA compliance activities to one of our newly hired state resources - with onlylimited transition occuring to date (Dec. 2015). Covered California will need additional time to continue identifying deficiencies and develop an appropriate corrective action plan and timeline for full implementation.

  • Response Type†: 6-Month
  • Estimated Completion Date: 3/31/16
  • Response Date: December 2015

California State Auditor's Assessment of Status: Pending


Agency Response*

A draft written test plan, which describes the testing required when changes to our website are planned, has been created. It has been reviewed and approved and the testing approaches will be implemented before a change to the website is made. It includes both automated and manual forms of accessibility testing.

The draft plan has been submitted hard copy by US Mail.

  • Response Type†: 60-Day
  • Completion Date: August 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Partially Implemented

Covered California submitted a test plan that is still in draft form. Accordingly, we assess this recommendation as only partially implemented. Further, Covered California's draft plan does not specify that manual testing will be used to determine compliance with Section 508. Instead, the draft plan states that manual testing is designed to identify aspects of its user-interface that might be technically accessible but still awkward or difficult for users with disabilities. Also, Covered California's draft plan does not include manual testing of every update to its website, but rather implements annual manual testing. To fully meet this recommendation, Covered California's test plan must incorporate manual testing as a means of determining compliance with Section 508 and also test updates to its website manually.

  • Auditee did not substantiate its claim of full implementation
  • Auditee did not address all aspects of the recommendation

Recommendation #16 To: Human Resources, California Department of

To ensure that updates to its website are tested for accessibility, by July 31, 2015, CalHR should develop and follow a written test approach that describes how and when changes to its website will be reviewed. This plan should describe how the department will include both automated and manual forms of accessibility testing.

Agency Response*

CalHR developed a new comprehensive Test Management Plan that includes manual and automated accessibility testing procedures. This plan outlines the procedures and workflow for how and when changes to any CalHR website will be tested and reviewed. In addition, CalHR has set development policies for application development that includes accessibility testing and validation. This recommendation is complete as of July 3, 2015.

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: July 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #17 To: Community Colleges Chancellor's Office

To ensure that it can accurately track whether accessibility issues found during testing have been resolved, Community Colleges should direct its vendor to more clearly and consistently document when the fix for an accessibility defect has been implemented in the live version of the online application.

Agency Response*

We have taken the necessary steps, working with our vendor, to accurately track the issues found during testing have been resolved. JIRA issue and project tracking software is being utilized and our team and the vendor has been instructed on the proper use of the ticketing process to ensure accuracy.

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #18 To: Human Resources, California Department of

To ensure that it can adequately track the results of its accessibility testing, by July 31, 2015, CalHR should develop tracking tools that will allow it to document its testing efforts. At a minimum, these tools should track what portions of its jobs site were tested, what errors were found, and whether and when those errors were addressed.

Agency Response*

CalHR developed a new comprehensive Test Management Plan that includes manual and automated accessibility testing procedures. The frequency of accessibility testing efforts are inclusive of both adhoc and scheduled testing. Within the Test Management Plan CalHR has identified the process in which accessibility testing results and remediation efforts for each project, incident or service request will be documented and stored. This recommendation is complete as of July 3, 2015.

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: July 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #19 To: Community Colleges Chancellor's Office

To ensure that individuals have a wider variety of contact information available to them for reporting problems with website accessibility, by July 31, 2015, Community Colleges should update its accessibility page to include all methods of communication that state requirements mandate for other departments.

Agency Response*

The contact information includes an e-mail address specific for accessibility reporting and a phone, TTY, and physical campus address. The Accessibility page may be viewed at:

- OpenCCC application Accessibility URL (public-facing): https://www.openccc.net/uPortal/f/u11l1s4/p/CCCWebAccessibility.u11l1n100/max/render.uP

- CCCApply application URL (requires application login): https://www.opencccapply.net/uPortal/render.userLayoutRootNode.uP?uP_fname=CCCAccessibility)

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #20 To: Covered California

To ensure that individuals have a wider variety of contact information available to them for reporting problems with website accessibility, by July 31, 2015, Covered California should update its accessibility page to include all methods of communication that state requirements mandate for other departments.

Agency Response*

A physical mailing address and phone number were added to the already existing email address as modalities that could be used to make comments or complaints about web accessibility.. The TTY phone number has been added to the Covered California .COM Accessibility page.All methods of communication required by the state are available for individuals wishing to submit comments or complaints about web accessibility.

  • Response Type†: 60-Day
  • Completion Date: August 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #21 To: Covered California

To ensure that it appropriately addresses any complaints it receives related to web accessibility, Covered California should develop procedures to regularly review the complaints it receives at its accessibility email address and address any web accessibility complaints in a timely fashion.

Agency Response*

This finding was reported as fully implemented in the 60-day report.

  • Response Type†: 6-Month
  • Completion Date: August 2015
  • Response Date: December 2015

California State Auditor's Assessment of Status: Fully Implemented

At the 60-day interval, Covered California submitted a draft version of its website accessibility complaint procedures. We have now received a finalized version that implements our recommendation.


Agency Response*

A process for handling incoming comments or complaints about website accessibility has been established. It is displayed in the submitted documentation submitted hard copy under separate cover.

  • Response Type†: 60-Day
  • Completion Date: August 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Partially Implemented

Covered California submitted a draft version of its website accessibility complaint procedures. We look forward to reviewing finalized procedures as part of the department's six month response to the audit.

  • Auditee did not substantiate its claim of full implementation

Recommendation #22 To: Human Resources, California Department of

So that complaints from the public do not go unaddressed, by July 31, 2015, CalHR should develop procedures for addressing complaints about the accessibility of its website and methods for tracking the complaints it receives and their resolution.

Agency Response*

CalHR has engaged consultants to assist in reengineering the existing workflow for processing website complaints and issues, including those that are accessibility related. The re-engineering exercise has been completed. CalHR has implemented the new process and workflow. This workflow includes the utilization of CalHR's new Test Management Plan and development and maintenance policies that outlines the process in which accessibility testing results and remediation efforts for each project, incidents or service request will be documented and stored. This recommendation is complete as of July 10, 2015.

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: July 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #23 To: Technology, California Department of

To ensure that all state departments are reminded about web accessibility requirements and best practices, by July 31, 2015, CalTech should issue an official reminder that directs state departments to key policy documents and the SIMM for additional information about how to meet their obligation to provide accessible websites.

Agency Response*

All state departmental CIO and AIO e-mail message send July 30th remind state departments to key policy documents and the SIMM and specifically remind them of their responsibility to provide accessible websites.

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: July 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #24 To: Community Colleges Chancellor's Office

To enhance the overall accessibility of its website, by July 31, 2015, Community Colleges should list general web browser usability features on its websites after verifying that its sites are compatible with those features. Additionally, Community Colleges should add links to its website directing users to browser-specific usability information for these four popular web browsers: Apple Safari, Google Chrome, Microsoft Internet Explorer, and Firefox.

Agency Response*

Accessibility Web Page

A web page providing accessibility information was created and posted for the OpenCCC account creation application and the CCCApply application; in both locations, the accessibility information is identical and available via a hyperlink from the page footer. The OpenCCC accessibility page is public facing whereas the CCCApply accessibility page requires authentication prior to viewing (Note - individuals must create an OpenCCC account before proceeding to the CCCApply application).

The accessibility page contains information specific to website accessibility, including common keyboard commands for web browsers and contact information for reporting an accessibility issue. The contact information includes an e-mail address specific for accessibility reporting and a phone, TTY, and physical campus address. The Accessibility page may be viewed at:

- OpenCCC application Accessibility URL (public-facing): https://www.openccc.net/uPortal/f/u11l1s4/p/CCCWebAccessibility.u11l1n100/max/render.uP

- CCCApply application URL (requires application login): https://www.opencccapply.net/uPortal/render.userLayoutRootNode.uP?uP_fname=CCCAccessibility)

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: August 2015

California State Auditor's Assessment of Status: Fully Implemented


Recommendation #25 To: Technology, California Department of

To help state websites achieve a higher degree of overall accessibility, by July 31, 2015, CalTech should post standard browser usability features and links to further information on its resources website, and direct all state departments to include this information on their websites.

Agency Response*

The Department of Technology posted standard browser usability features and links to further information on its resources website on July 23, 2015. Technology Letter No. 15-05, which was issued on November 30, 2015, reminded all Agency/state entities of the statutory requirements related to web accessibility and provides information to assist in immediate implementation:

- California State agencies must design and develop web content that is accessible to people with disabilities as well as those without disabilities.

- Web page developers, designers, programmers, and content providers must become familiar with the standards and guidelines for achieving universal Web accessibility and must comply with applicable Web Accessibility Laws as described in the SIMM Section 25.

- Effective July 1, 2016, all public facing web sites maintained by California state Agencies/state entities shall include standard browser usability features and links to additional pertinent information on their website's homepage. The hyperlink may be placed in the header or footer and be consistently applied to all web pages. The hyperlink should not be included in any slideshow or rotating carousel display.

  • Response Type†: 6-Month
  • Completion Date: November 2015
  • Response Date: December 2015

California State Auditor's Assessment of Status: Fully Implemented


Agency Response*

The Department of Technology and Department of Rehabilitation collaborated on new content which was published as a resource to state webmasters on the webtools.ca.gov website. The new content is based on current browser and operating system technology. The Department of Technology has updated the accessibility section of the webtools.ca.gov website.

  • Response Type†: 60-Day
  • Completion Date: July 2015
  • Response Date: July 2015

California State Auditor's Assessment of Status: Partially Implemented

The Department of Technology has posted some web browser usability features to its resources website. However, the department has not included content that includes standard keyboard shortcuts. Also, the department provided no evidence that it has directed all state departments to include this information on their websites.

  • Auditee did not address all aspects of the recommendation

Recommendation #26 To: Technology, California Department of

To standardize California's approach to web accessibility testing, CalTech should issue a policy that specifies the method by which state departments should conduct web accessibility testing. This policy should include information about a minimum combination of operating systems, browsers, and assistive technologies that should be used during testing.

Agency Response*

A joint workgroup comprised of CDT and Department of Rehabilitation subject matter experts has created the necessary guidance for accessibility testing that resolved this audit recommendation. The updated guidelines were released in an official Technology Letter 16-16 in July 2016.

  • Response Type†: Annual Follow Up
  • Completion Date: July 2016
  • Response Date: October 2016

California State Auditor's Assessment of Status: Fully Implemented

The Department of Technology subsequently confirmed that the Technology Letter it refers to in its response should be Technology Letter 16-06. This letter and the corresponding portions of the Statewide Information Management Manual fully implement our recommendation.


Agency Response*

The Department of Technology has determined that the resolution of this audit recommendation will not be completed by the May 31, 2016 completion date previously indicated in our six month status update.

A joint workgroup, comprised of Department of Technology and Department of Rehabilitation subject matter experts, has completed the draft IT Accessibility Resource Guide (SIMM 25) to comply with new web content accessibility guidelines (WCAG 2.0). This update includes the necessary guidance for accessibility testing that will resolve this audit recommendation.

The updated guidelines are currently under formal review and approval and are anticipated to be released by June 30, 2016

  • Response Type†: 1-Year
  • Estimated Completion Date: June 30, 2016
  • Response Date: May 2016

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

The Department of Technology issued Technology Letter No. 15-05 on November 30, 2015, which provides information to assist state departments with web accessibility testing and identify methods by which testing can be conducted.

The Department of Technology, together with the Department of Rehabilitation, is assessing options for defining a minimum combination of operating systems, browsers, and assistive technologies that should be used during web accessibility testing. This will include identifying methods by which state departments should conduct web accessibility testing. The resulting formal documentation is planned to be completed by May 31, 2016.

  • Response Type†: 6-Month
  • Estimated Completion Date: May 31, 2016
  • Response Date: December 2015

California State Auditor's Assessment of Status: Partially Implemented


Agency Response*

The Department of Technology and Department of Rehabilitation collaborated on new content which was published July 23, 2015 as a resource to state webmasters on the webtools.ca.gov website. The new content provides guidelines for web accessibility tools and general testing procedures.

The Department of Technology will issue a policy Technology Letter on this new content.

  • Response Type†: 60-Day
  • Estimated Completion Date: October 31, 2015
  • Response Date: July 2015

California State Auditor's Assessment of Status: Partially Implemented


All Recommendations in 2014-131

Response Type refers to the interval in which the auditee is providing the State Auditor with their status in implementing recommendations made in an audit report. Auditees must submit a response regarding their progress in implementing recommendations from our reports at three intervals from the release of the report: 60 days, six months, and one year or subsequent to one year.

*Agency responses received after June 2013 are posted verbatim.


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