This document provides a flow chart showing how Web Accessibility cases are handled by the Help Desk.
|Customer question - When a question comes to the Help Desk about Web Accessibility or the Campus Policy Governing World Wide Web Accessibility, the agent clarifies the question specifics.
|FAQs/Policy/Web Resources - Agents can use the FAQs as a reference. Agents may also refer customers to the FAQs or to the Accessible Web Policy Web page http://www.wisc.edu/doit/accessibility. These Web pages will have links to policy, classes, services and events that address Web accessibility questions.|
|If the FAQs and web resources do not provide answers to customer questions, the agent escalates the case to Help Desk's Advanced Desktop Support (ADS).|
|ADS - ADS reviews the case and determines if the case can be resolved with its own resources. If not the case is further escalated to the Web Doctor via 1-Accessibility-General queue.|
|Web Doctor - The Web Doctor reviews the case and determines if a web doctor appointment is needed, or another group or individual within DoIT can answer the question or provide resources.|