Guide IT Accessibility Guide

EOTSS provides guidance on accessibility requirements to all agencies of the Commonwealth based on available resources.

Updated August 16, 2016

Description of Service

Download the complete service offering: assistive technology definition 

For events and updates please consult the IT Accessibility page on CommonWiki

This service includes:

  • The full range of supported versions of IT assistive technology components and supported platforms can be found at: Generic Assistive Technology IT Environment List.
  • Provide assistance to support agency self-audits of agency applications and makes recommendations on how they can be improved to meet recognized accessibility standards.
  • Provide guidance on how to create accessible applications, web spaces and information content.  In addition, guidance on the acquisition of accessible COTS applications is provided.
  • Coordinate the handling of accessibility waiver requests.  Collect data and provide assessments and recommendations to EOTSS Legal and the Massachusetts Office of Disabilities (MOD).  Track conditions of mitigation plans for compliance.

Please note: The waiver process is dictated by Enterprise IT Accessibility Standards

Support services include:

  • Service Account Manager to answer any questions or concerns regarding MassIT Services.
  • Services offered through our ; including Change Management and customer access to incident management via email, phone (CommonHelp).
  • The online ServiceNow portal.
  • EOTSS's Chargeback Billing System.

Service Targets/Hours of Availability

The primary goal of IT Accessibility at EOTSS is to support compliance with the Commonwealth's accessibility standards by providing practical information in support of procurements and development projects and maintaining a testing facility.

Service Requirement Description
Service Availability Service availability hours are 9:00 am - 5:00 pm Monday through Friday excluding holidays.

Service Requests


ServiceNow Requests Description Lead Time-Business Days

Consulting and Support


This service request includes consulting and support for Assistive Technology services.


Services are based on available resources.
Waiver Request

This service request includes receiving and evaluating accessibility waiver requests, tracking activities through EOTSS Legal, MOD, and the CIO, and monitoring for compliance of imposed conditions.

Note: Waiver process is dictated by the Enterprise IT Accessibility Standards.

Services are based on available resources.

*For new service requests only. To manage existing requests, please log into ServiceNow.

Customer Responsibilities

Customer responsibilities are to ensure all applications, web spaces, and information content they implement satisfy the accessibility requirements of all personnel within their organization and users of their public-facing online services.

For your convenience, you may also view a detailed list of customer responsibilities.   

Chargeback Rate Information

For more information on Chargeback, including an overview of the program as well as previous fiscal year rates, please visit our Chargeback Services webpage.

The costs pertaining to this service are offered free of charge by EOTSS. This is to ensure that customers are able to utilize these services as needed. No additional detail is available for review.



Tell us what you think