Draft Details

1.1 Purpose

This Standard is for use by organizations when establishing and managing systems for accessible, equitable, and inclusive customer experiences.  Any organization which designs and develops accessible customer service promotes opportunity and access for all people.

The purpose of this Standard is to guide organizations when developing, implementing, and maintaining accessible service management systems. This includes, but may not be limited to, defining accountability structures and policies, assessing service quality and accessibility outcomes, remaining responsive to evolving needs, and using customer-informed feedback to drive continuous improvement.

1.2 Figures and tables

Figures and tables are included for explanatory or illustrative purposes only and are not a mandatory part of the Standard.

1.3 Annexes

Annexes A and B provide additional information on topics considered in the Standard.

1.4 Terminology

In this Standard, “shall” is used to express a requirement, i.e., a provision that the user is obliged to satisfy in order to comply with the Standard; “should” is used to express a recommendation or that which is advised but not required; and “may” is used to express that which is permissible within the limits of the Standard.

Notes accompanying clauses do not include requirements or alternative requirements; the purpose of a note accompanying a clause is to separate explanatory or informative material from the text.

Notes to tables and figures are considered part of the table or figure and may be written as requirements.

Annexes are designated normative (mandatory) or informative (non-mandatory) to define their application.