How to report a digital accessibility issue
IT Web Services strives to provide website administrators with accessible website templates, a compliance monitoring tool and training to ensure a positive user experience. If you cannot access website or web application content or use a feature due to a disability, please report an accessibility issue.
Web accessibility statement
UCSF is committed to providing an online environment that is accessible to everyone, including individuals with visual, auditory, motor or cognitive disabilities.
Improving accessibility benefits all of us by helping to improve Search Engine Optimization (SEO), future-proof content and promote a model of inclusivity.
If you are experiencing a web accessibility issue with content on a website or posted PDF documents on the UCSF website, please contact us to report an accessibility issue and include the URL. More information below.
Complaint investigation and resolution process
If an individual with a disability encounters an issue with a website or web application developed or owned by UCSF, the individual may report the barrier via a webform, phone, email, or to a mailing address per the list of related services. Once a report is made, the following steps are taken:
- Email messages sent via the Report an Accessibility Issue web form or to the firstname.lastname@example.org email address will be directed to the Web Standards Program Manager.
- Messages sent via phone messages, email, and physical mail will be directed respectively to the Student Disability Services Director, the Human Resources Disability Management Services Manager, or Patient Relations who will consult with the Web Standards Program Manager if needed.
Upon receipt of an accessibility complaint or barrier report, the Web Standards Program Manager will:
- Create a ServiceNow ticket for the specific product and accessibility issue reported, including date received;
- Investigate the issue and provide a preliminary response to the reporting individual within 48 business hours of receiving the complaint.
If an accessibility issue is discovered within the context of the supported assistive technologies and Information and Communication Technology applications at UCSF, the Web Standards Program Manager will, in consultation with the Student Disability Services Director, the Human Resources Disability Management Services Manager, or Patient Relations and appropriate staff:
- Define the existing accessibility issue within the ticket and acceptance criteria necessary to resolve the issue;
- Specify the level of priority for resolving the accessibility issue and identify a timeline for resolution.
Following the creation of the accessibility ticket, the Web Standards Program Manager will respond to the reporting individual, if appropriate, and inform the individual as to the timeline for resolution.
The Web Standards Program Manager will communicate with the reporting individual to determine if an alternate access solution is necessary while the accessibility issue is resolved.
Following the resolution and/or conclusion of the accessibility issue, the Web Standards Program Manager will identify in the ticket the date at which the accessibility issue was completed.
You may also contact the related services directly by phone, email or mailing address from the following list:
Student Disability Services
Tim Montgomery, Co-Director or Clayton Littrell, Co-Director
Library, 530 Parnassus Avenue, Room 111
Disability Management Services, Campus HR
3333 California Street, Suite 330
San Francisco, CA 94143
Patient Relations, UCSF Medical Center
Patient Relations is available by phone from 8:30 a.m. to 5 p.m. Monday to Friday at 415-353-1936 or on weekends and holidays by calling the Nursing Supervisor at 415-353-1797.
Information Technology Help Desk
Create a ticket or chat at https://ucsf.service-now.com/ess/home.do