Best Practice Guide – Measures, KPIs, SLAs, Business Objectives and Reporting
Accessibility is not a passing fad. It has been around as an issue for about 30 years and shows no signs of becoming less important in the years ahead. In fact it is expected to become increasingly prominent.
All mainstream business issues have to be managed if they are to be delivered. Accessibility is no different. New initiatives need deadlines and targets to work towards. Operational processes need service level agreements and measures to understand how effective they are. Reports are needed both to keep those responsible for delivery accountable and to keep accessibility within Management’s focus.
This best practice guide shares our experience of the type of targets and measures that our members use, and the approaches to measurement and reporting we find useful.