I recently came across a Slack conversation about a third-party vendor and their disregard for obvious accessibility issues, and the frustration it was causing their customer.
It felt very familiar. Back when I managed a higher ed website, I found myself in that exact same situation. Same vendor, same types of barriers, same cycle of reporting issues. Based on that Slack thread, it seems nothing has changed. <sigh>
Professionals across higher ed are doing all the right things. They’re training content editors, running regular scans and manual audits, and doing the necessary remediation. All that just to hit a wall when accessibility issues live inside a third-party vendor product.
Clearly, the pattern is still the same:
- You flag issues.
- You send spreadsheet after spreadsheet with specific fixes.
- A few things get remediated… eventually.
- Months later, the same issues resurface, or they never got fixed at all.
And here’s the uncomfortable truth: You don’t control the code, but you still own the risk. Those issues are still your responsibility.
Even if your vendors partner up with an accessibility consultant, conduct training webinars, or offer premium-priced scanning services, none of that changes the fact that you’re responsible for the accessibility and compliance.
If it’s part of your digital user experience, it’s part of your compliance footprint.
So What Can You Actually Do?
Document Everything
Keep records of reported issues, timelines, and vendor responses (or lack thereof).
Escalate with Intent
If the accessibility issues persist, bring in your procurement, leadership, and even legal teams. This goes beyond just the user experience; it’s a contractual and compliance issue.
Leverage Collective Influence
Consider coordinated group pressure by joining forces with other higher ed institutions that may be experiencing similar conditions. This can push priorities forward and accelerate change.
Future-proof Vendor Acquisitions
Part of shifting left in accessibility is to build it into the procurement process. Require Accessibility Conformance Reports (ACR) from all vendors offering digital products or services. Any deficiencies noted in a vendor’s ACR should have a clearly defined remediation process and timeline.
Keep on Scanning!
Even if vendors are non-responsive or lag behind your efforts, your accessibility monitoring shouldn’t. Tools like DubBot will help you surface issues early and often. And deliver the needed reports for documentation purposes.
And Remember
At the end of the day, you can contract out the work, but not the responsibility. Keep pushing your vendors, keep documenting the gaps, and don’t hesitate to escalate when deemed necessary. Accessibility is a shared effort, but the accountability stays with you.
Resources
- Accessibility and the Procurement Process
- Purchasing Accessible Technology: The Role of VPATs and ACRs
- The First Rule of Accessibility: Accessibility is Everyone's Responsibility
- Nondiscrimination on the Basis of Disability; Accessibility of Web Information and Services of State and Local Government Entities
A human author creates the DubBlog posts. The AI tools Gemini and ChatGPT are sometimes used to brainstorm subject ideas, generate blog post outlines, and rephrase specific sections of content. Our marketing team carefully reviews all final drafts for accuracy and authenticity. The opinions and perspectives expressed remain the sole responsibility of the human author.
