Results of the last two governmentwide Section 508 Annual Assessments show that agencies generally have many areas in which they could improve. From improving the maturity of their Section 508 Program Office, to the need for creating polices and repeatable procedures, to solidifying their accessibility testing infrastructure, to improving accessibility of ICT; agencies can improve the accessibility of their organizations in one way or another.
It is often hard to know where to begin. This is where the Accessibility Key Performance Indicators (KPI) below can help. The GSA Government-wide IT Accessibility Team has created a list of example metrics that organizations can use to improve accessibility. These indicators are broken down by accessibility dimensions as defined by the Section 508 Annual Assessment, including accessibility conformance, including:
- General Information
- IT Accessibility Program Office
- Policies, Procedures, and Practices
- Communications
- Content Creation
- Human Capital, Culture, and Leadership
- Technology Lifecycle Activities
- Testing and Validation
- Acquisition and Procurement
- Training
- Accessibility Conformance
Federal organizations can take advantage of KPIs below to track improvement over time to directly measure their organization’s performance with respect to digital accessibility. Below is the initial list of KPIs developed by the team. We welcome any feedback on how to improve this list, including any additional KPIs our stakeholders believe we should include on the list. Please reach out to section.508@gsa.gov to suggest updates or new items for this KPI list.
| KPI ID | KPI Short Name | Draft Generic KPI | Draft KPI | Primary Aligned Dimension |
|---|---|---|---|---|
| 1 | Dedicated 508 PM Time | In FYXX, the organization's Section 508 program manager spends at least XX hours a pay period doing strictly ICT accessibility work. [i.e. 1/2 time or 0.5 FTE.] | In FY26, the organization's Section 508 program manager spends at least 40 hours a pay period doing strictly ICT accessibility work. [i.e. 1/2 time or 0.5 FTE.] | General Information |
| 2 | Testing Tool Training | By QX FY2X, XX% of the monitoring team have received training on the testing tool(s). | Phase 1: By Q4 FY26, 25% of the monitoring team have received training on the testing tool(s). Phase 2: By Q4 FY27, 50% of the monitoring team have received training on the testing tool(s). |
General Information |
| 3 | Role-Based Training | By QX FY2X, XX% of the YY key workforce role(s) [related to accessibility] [or Web Content Manager, etc.] have completed the required, relevant Section 508 training. | Content Creation: By Q3 FY27, 100% of the web content managers have completed the required, relevant Section 508 training. Developers: By Q4 FY26, 50% of agency designers, developers and testers have completed assigned Section 508 training. |
General Information |
| 4 | PM Role Creation | By QX FY2X, create a formal Section 508 Program Manager role and hire a qualified individual within X months of establishment. | By Q2 FY26, create a formal Section 508 Program Manager role and hire a qualified individual within 6 months of establishment. | IT Accessibility Program Office |
| 5 | PM Role Vacancy | In FY2X, ensure that any Section 508 Program Manager vacancy within the organization lasts fewer than XX business days. The agency must designate a new program manager and report their name and contact information to the OMB within 30 days. | In FY26, ensure that any Section 508 Program Manager vacancy within the organization lasts fewer than 30 business days. The agency must designate a new program manager and report their name and contact information to the OMB within 30 days. | IT Accessibility Program Office |
| 6 | 508 Support Requests | Phase 1: In FY25, provide direct feedback through testing to 50% of the individuals who submitted content for review with 2 business days. AND Phase 2: In FY25, provide direct feedback through testing to 75% of the individuals who submitted content for review with 7 business days. |
Phase 1: In FY26, respond to and resolve 50% or requests within 3 business days. AND Phase 2: In FY27, respond to and resolve 75% of requests within 7 business days. |
IT Accessibility Program Office |
| 7 | IT Accessibility Policy | By QX FY2X, finalize and distribute a formal organization-wide ICT accessibility policy that includes all relevant M-24-08 and Section 508 statutory requirements. | By Q1 FY26, finalize and distribute a formal organization-wide ICT accessibility policy that includes all relevant M-24-08 and Section 508 statutory requirements. | Policies, Procedures, and Practices |
| 8 | Complaints Response Time | In FY2X, respond to and resolve XX% of complaints within 60 calendar days. | In FY26, respond to and resolve 75% of complaints within 60 calendar days. | Policies, Procedures, and Practices |
| 9 | Non-Conformant Content Tracking System | By QX FY2X, build or buy a sufficient content tracking system that will allow you to track remediation of nonconformant digital content and/or specific defects of non-conformant content. | By Q4 FY26, build or buy a sufficient content tracking system that will allow you to track remediation of nonconformant digital content and/or specific defects of non-conformant content. | Content Creation |
| 10 | Nonconformant Content Tracking | By QX FY2X, resolve XX% of identified and tracked non-conformant digital content in the previous fiscal year. | By Q2 FY26, resolve 50% of identified and tracked non-conformant digital content in the previous fiscal year. | Content Creation |
| 11 | Accessibility in Strategic Plans | By QX FY2X, create a new 3-year-strategic plan that includes adherence ICT accessibility core values as a key goal/priority for the organization. | By Q1 FY27, create a new 3-year-strategic plan that includes adherence ICT accessibility core values as a key goal/priority for the organization. | Human Capital, Culture, and Leadership |
| 12 | Leadership Performance Plan Metrics | In FY2X, include SMART, Level 3-5, accessibility-related performance metrics in the CXOs performance plan and track accordingly. | In FY27, include SMART, Level 3-5, accessibility-related performance metrics in the CIO and CAO performance plans and track accordingly. | Human Capital, Culture, and Leadership |
| 13 | Disability Group Engagement | In FY2X, conduct outreach to at least X# of disability-related affinity groups to garner feedback and incorporate into agency policies, process and standard procedures. | In FY26, conduct outreach to at least 3 of disability-related affinity groups to garner feedback and incorporate into agency policies, process and standard procedures. | Human Capital, Culture, and Leadership |
| 14 | Accessibility in Risk Management | In FY2X, apply the agency accessibility risk management framework to XX% of technology developments within the organization. | In FY26, apply the agency accessibility risk management framework to 50% of technology developments within the organization. | Technology Lifecycle Activities |
| 15 | Accessibility Issue Resolution | By QX FY2X, address at least XX% of the non-conformance accessibility-related issues identified within the past calendar year. | By Q2 FY25, address at least 67%% of the non-conformance accessibility-related issues identified within the past calendar year. | Technology Lifecycle Activities |
| 16 | PWD Usability Testing | In FY2X, conduct user testing with people with disabilities on XX% of new user content before publishing and create a method for tracking this involvement. | In FY26, conduct user testing with people with disabilities on 15% of new user content before publishing and create a method for tracking this involvement. | Testing and Validation |
| 17 | Content Review/ Remediation | Phase 1: In FY25, provide direct feedback through testing to 50% of the individuals who submitted content for review with 2 business days. AND Phase 2: In FY25, provide direct feedback through testing to 75% of the individuals who submitted content for review with 7 business days. |
In FY25, provide direct feedback through testing to 50% of the individuals who submitted content for review with 2 business days. AND In FY25, provide direct feedback through testing to 75% of the individuals who submitted content for review with 7 business days. |
Testing and Validation |
| 18 | Manual Web Content Testing | In FY2X, conduct comprehensive manual testing on XX% of all new entity web content prior to content deployment. | In FY26, conduct comprehensive manual testing on 50% of all new entity web content prior to content deployment. | Testing and Validation |
| 19 | Automated Web Content Testing | In FY2X, conduct comprehensive automated testing on XX% of all new entity web content prior to content deployment. | In FY27, conduct comprehensive automated testing on 90% of all new entity web content prior to content deployment. | Testing and Validation |
| 20 | Automated Document Testing | In FY2X, conduct comprehensive automated testing on XX% of all new entity online documents prior to document distribution. | In FY27, conduct comprehensive automated testing on 35% of all new entity online documents prior to document distribution. | Testing and Validation |
| 21 | Accessibility in Solicitations | In FY2X, include sufficient ICT accessibility requirements in XX% of ICT related solicitations. AND In FY2X+2, include sufficient ICT accessibility requirements in XX+20% of ICT related solicitations. |
Phase 1: In FY26, include sufficient ICT accessibility requirements in 35% of ICT related solicitations. AND Phase 2: In FY28, include sufficient ICT accessibility requirements in 50% of ICT related solicitations. |
Acquisition and Procurement |
| 22 | Accessibility in Market Research | In FY2X, consider Section 508 conformance as a part of market research phase of ICT Acquisitions for XX% of upcoming solicitations. | In FY26, consider Section 508 conformance as a part of market research phase of ICT Acquisitions for XX% of upcoming solicitations. | Acquisition and Procurement |
| 23 | Contract Deliverable Accessibility | In FY2X, verify XX% of milestone/major deliverables for Section 508 conformance. | In FY27, verify 10% of milestone/major deliverables for Section 508 conformance. | Acquisition and Procurement |
| 24 | Accessibility Tech Evaluation | By FY2X explicitly include Section 508 as a technical factor in the evaluation of proposals of ICT services and products. | By FY27 explicitly include Section 508 as a technical factor in the evaluation of proposals of ICT services and products. | Acquisition and Procurement |
| 25 | Accessibility Training Plans | By QX FY2X create training plans for XXXX, YYYY, and ZZZZ roles within the organization. AND By QX FY2X+1 create training plans for all other roles relevant to ICT accessibility. |
By Q3 FY26 create training plans for web managers, content creators, and testing roles within the organization. AND By QX FY27 create training plans for all other roles relevant to ICT accessibility. |
Training |
| 26 | 508 Awareness Training | By QX FY2X create Section 508 awareness training and make available to organizational employees. AND By QX FY2X+1, work with relevant human resources and training personnel to make the Section 508 awareness training mandatory on a regular basis (either annually or bi-annually). |
Phase 1: By Q2 FY26 create Section 508 awareness training and make available to organizational employees. AND Phase 2: By Q1 FY27, work with relevant human resources and training personnel to make the Section 508 awareness training mandatory on a regular basis (either annually or bi-annually). |
Training |
| 27 | Accessible Content Creation Training | In FY2X, offer accessibility related training for employees on content creation tools and best practices at least X times. | In FY26, offer accessibility related training for employees on content creation tools and best practices at least 6 times (bi-monthly). | Training |
| 28 | Web Page Testing | In FY2X, test XX% of agency web pages for section 508 conformance. | In FY24, test 50% of agency web pages for section 508 conformance. | Conformance Metrics |
| 29 | Automated and Manual Web Page Testing | By QX FY2X, test XX% of internet web pages using automated and manual testing. | By QX FY2X, test 15% of internet web pages using automated and manual testing. | Conformance Metrics |
| 30 | Automated Web Page Testing | By QX FY2X, test XX% of internet web pages using automated testing. | By QX FY2X, test 80% of internet web pages using automated testing. | Conformance Metrics |
| 31 | Manual Web Page Testing | By QX FY2X, test XX% of internet web pages using manual testing. | By QX FY2X, test 15% of internet web pages using manual testing. | Conformance Metrics |
| 32 | Intranet Page Conformance | By QXFY2X, determine what percentage of intranet web pages currently live on agency websites fully conform to Section 508 standards. | By Q4 FY26, determine what percentage of internet web pages currently live on agency websites fully conform to Section 508 standards. | Conformance Metrics |
| 33 | Internet Page Conformance | BY QX FY2X, test and remediate agency public internet web pages to ensure that at least XX% of web pages fully conform to Section 508 standards. | By Q4 FY26, test and remediate agency public internet web pages to ensure that at least XX% of web pages fully conform to Section 508 standards. | Conformance Metrics |
| 34 | Conformance Issue Reduction | By QX FY2X, decrease the average number of conformance issues per public internet page by XX% [or YY whole number] below baseline estimates. | By Q4 FY26, decrease the average number of conformance issues per public internet page by XX% [or YY whole number] below baseline estimates. | Conformance Metrics |
| 35 | Intranet Page Testing | In FY2X, test XX% of internal agency intranet web pages for section 508 conformance. | In FY26, test 25% of internal agency intranet web pages for section 508 conformance. | Conformance Metrics |
| 36 | Automated and Manual Intranet Page Testing | By QX FY2X, test XX% of internal intranet web pages using automated and manual testing. | By Q4 FY27, test 15% of internal intranet web pages using automated and manual testing. | Conformance Metrics |
| 37 | Automated Intranet Page Testing | By QX FY2X, test XX% of internal intranet web pages of those that are testable using automated testing. | By Q4 FY27, test 75% of internal intranet web pages of those that are testable using automated testing. | Conformance Metrics |
| 38 | Manual Intranet Page Testing | By QX FY2X, test XX% of internal intranet web pages using manual testing. | By Q4 FY2X, test 15% of internal intranet web pages using manual testing. | Conformance Metrics |
| 39 | Intranet Conformance | By QX FY2X, determine what percentage of internal intranet web pages currently live on agency websites fully conform to Section 508 standards. | By Q4 FY26, determine what percentage of internal intranet web pages currently live on agency websites fully conform to Section 508 standards. | Conformance Metrics |
| 40 | Intranet Conformance (2) | BY QX FY2X, test and remediate internal agency intranet web pages to ensure that at least XX% of web pages fully conform to Section 508 standards. | By Q4 FY26, test and remediate internal agency intranet web pages to ensure that at least XX% of web pages fully conform to Section 508 standards. | Conformance Metrics |
| 41 | Intranet Conformance Issue Reduction | By QX FY2X, decrease the average number of conformance issues per internal intranet page by XX% [or YY whole number] below baseline estimates. | By Q2 FY28, decrease the average number of conformance issues per internal intranet page by 20% [or 5 per page] below baseline estimates. | Conformance Metrics |
| 42 | Entity-wide ICT Accessibility: Meeting Platform | By EOFY FY2X remediate existing or purchase a new meeting platform that can be accessed and used by all users. | By EOFY FY29 remediate existing or purchase a new meeting platform that can be accessed and used by all users. | Conformance Metrics |
| 43 | Entity-wide ICT Accessibility: Survey Tool | By EOFY FY2X remediate the current tool, create accessible templates or invest in a enterprise-wide survey authoring tool that can be accessed and used by all users. | By EOFY FY28 remediate the current tool, create accessible templates or invest in a enterprise-wide survey authoring tool that can be accessed and used by all users. | Conformance Metrics |
| 44 | Survey Accessibility | By QX FY2X ensure that XX% of external and internal surveys conform to applicable section 508 requirements. | By Q4 FY26 ensure that 75% of external and internal surveys conform to applicable Section 508 requirements. | Conformance Metrics |
| 45 | Survey Accessibility (2) | By QX FY2X ensure that surveys creating using the primary survey authoring tool conform to at least XX% of applicable Section 508 requirements. | By Q2 FY27 ensure that surveys creating using the primary survey authoring tool conform to at least 75% of applicable Section 508 requirements. | Conformance Metrics |
| 46 | Chat Content Accessibility | By QX FY2X ensure that content created using the enterprise-wide chat or internal real-time messaging system conform to at least XX% of applicable Section 508 requirements. | By Q4 FY28 ensure that content created using the enterprise-wide chat or internal real-time messaging system conform to at least 85% of applicable Section 508 requirements. | Conformance Metrics |
| 47 | Entity-wide ICT Accessibility: LMS | By QX FY2X ensure that the enterprise Learning Management System conforms to XX% of applicable Section 508 requirements. | By Q4 FY29 ensure that the enterprise Learning Management System conforms to 100% of applicable Section 508 requirements. | Conformance Metrics |
| 48 | 508 Policy Accessibility | By QX FY2X ensure that the organizations publicly posted Section 508 or ICT accessibility policy conforms to XX% of applicable Section 508 requirements. | By Q4 FY25 ensure that the organizations publicly posted Section 508 or ICT accessibility policy conforms to 100% of applicable Section 508 requirements. | Conformance Metrics |
| 49 | Entity-wide ICT Accessibility: Video Player | By QX FY2X ensure that the organization's enterprise-wide video player conforms to XX% of applicable Section 508 requirements. | By Q4 FY28 ensure that the organization's enterprise-wide video player conforms to 100% of applicable Section 508 requirements. | Conformance Metrics |
| 50 | Forms Accessibility | By QX FY2X ensure that the organization's most widely-used, public facing fillable form conforms to XX% of applicable Section 508 requirements. | By Q4 FY26 ensure that the organization's most widely-used, public facing fillable form conforms to 95% of applicable Section 508 requirements. | Conformance Metrics |
| 51 | Entity-wide ICT Accessibility: Employee Resource Portal | By QX FY2X ensure that the organization's employee performance portal or equivalent conforms to XX% of applicable Section 508 requirements. | By Q4 FY28 ensure that the organization's employee performance portal or equivalent conforms to 95% of applicable Section 508 requirements. | Conformance Metrics |
| 52 | Website Accessibility Statement | By QX FY2X, create and post a public web accessibility statement. | By Q3 FY25, create and post a public web accessibility statement. | Conformance Metrics |
| 53 | Public Feedback Issue Resolution | By QX FY2X, address at least XX% of the accessibility issues that were received through the public feedback mechanism received during YY time period. | By Q4 FY26, address at least 75% of the Section 508 accessibility issues that were received through the public feedback mechanism received during the last 6 months. | Conformance Metrics |
| 54 | Accessibility Complaints Mechanism | By QX FY2X, create a repeatable mechanism for intake and review of Section 508 related complaints. | By Q1 FY26, create a repeatable mechanism for intake and review of accessibility related complaints. | Conformance Metrics |
| 55 | Accessibility Complaints Resolution | By QX FY2X, adjudicate XX% of confirmed Section 508 related complaints received through the complaints portal during YY time period. | By Q2 FY26, adjudicate 90% of accessibility related complaints received through the complaints portal during the last 90 days. | Conformance Metrics |
| 56 | Accessibility Complaints Resolution (2) | By QX FY2X, reduce the average number of Section 508 related complaints of confirmed accessibility issues per quarter by XX% [or YY whole number]. | By Q4 FY26, reduce the average number of complaints of confirmed accessibility issues per quarter by 50% [or 10/quarter]. | Conformance Metrics |
| 57 | Accessibility Complaints Resolution (3) | By QX FY2X address, resolve or adjudicate XX% of active Section 508 related complaints. | By Q4 FY25 address, resolve or adjudicate 67% of active Section 508 related complaints | Conformance Metrics |
| 58 | Accessibility Complaints Reduction | Reduce the total number of unresolved Section 508 related complaints for confirmed accessibility issues to YY. | Reduce total number of unresolved complaints for confirmed accessibility issues to 15 over the next 12 months. | Conformance Metrics |
| 59 | Accessibility Complaints Reduction (2) | Reduce the time to intake, review, and respond to complaints to ZZ days per complaint. | Reduce the time to intake, review, and respond to complaints to 15 days per complaint. | Conformance Metrics |
| 60 | Accessible Solicitations | By FY2X, ensure that XX% of solicitations released in the XX include all applicable Section 508 requirements. | By FY27, ensure that 75% of solicitations released in the last year include all applicable Section 508 requirements. | Conformance Metrics |
| 61 | Entity-wide ICT: Remediation Plan | By QX FY2X, define a plan to purchase, replace or remediate all non-conformant ICT in the enterprise IT portfolio. | By Q2 FY26, define a plan to purchase, replace or remediate all non-conformant ICT in the enterprise IT portfolio. | Technology Lifecycle Activities |
| 62 | Entity-wide ICT Accessibility: Time and Attendance System | By EOFY FY2X replace, remediate or purchase a new Time and Attendance System that can be accessed and used by all users. | By EOFY FY29 replace, remediate or purchase a new Time and Attendance System that can be accessed and used by all users. | Conformance Metrics |
| 63 | Entity-wide ICT Accessibility: Training Courses | By EOFY FY2X update the Top 5 most utilized trainings to ensure they are meet all relevant Section 508 requirements AND By EOFY FY2X update all agency trainings to ensure they are meet all relevant Section 508 requirements |
Phase 1: By EOFY FY27 update the Top 5 most utilized trainings to ensure they are meet all relevant Section 508 requirements AND Phase 2: By EOFY FY29 update all agency trainings to ensure they are meet all relevant Section 508 requirements |
Conformance Metrics |
| 64 | Entity-wide ICT Accessibility: Email | By EOFY FY2X require remediation or purchase a new Enterprise Email Application that can be accessed and used by all users. | By EOFY FY29 require remediation or purchase a new Enterprise Email Application that can be accessed and used by all users. | Conformance Metrics |
| 65 | Entity-wide ICT Accessibility: Virtual Meeting Platform | By EOFY FY2X require remediation or purchase a new Virtual Meeting Platform that can be accessed and used by all users. | By EOFY FY29 require remediation or purchase a new Virtual Meeting Platform that can be accessed and used by all users. | Conformance Metrics |
| 66 | Entity-wide ICT Accessibility: Multi-function Printer | By EOFY FY2X remove all multi-function printers from agency offices that do not conform to Section 508 hardware and software requirements. | By EOFY FY28 remove all multi-function printers from agency offices that do not conform to Section 508 hardware and software requirements. | Conformance Metrics |
| 67 | Entity-wide ICT Accessibility: Software | By QX FY2X ensure XX% of all agency developed desktop software and native mobile applications adhere to all relevant Section 508 standards. | By Q2 FY27 ensure 80% of all agency developed desktop software and native mobile applications adhere to all relevant Section 508 standards. | Conformance Metrics |
| 68 | Entity-wide ICT Accessibility: Software | By EOFY FY2X ensure all agency developed desktop software and native mobile applications adhere to all relevant Section 508 standards. | By EOFY FY29 ensure all agency developed desktop software and native mobile applications adhere to all relevant Section 508 standards. | Conformance Metrics |
| 69 | Entity-wide ICT Accessibility: Kiosks | By EOFY FY2X ensure all agency publicly used kiosks adhere to all relevant Section 508 standards. | By EOFY FY29 ensure all agency publicly used kiosks adhere to all relevant Section 508 standards. | Conformance Metrics |
| 70 | Entity-wide ICT Accessibility: Telework Agreement | By QX FY2X ensure that the standard telework agreement is 100% conformant with relevant Section 508 standards. | By Q1 FY26 ensure that the standard telework agreement is 100% conformant with relevant Section 508 standards. | Conformance Metrics |
| 71 | Entity-wide ICT Accessibility: Software | By EOFY FY2X ensure all agency developed desktop software and native mobile applications adhere to all relevant Section 508 standards. | By EOFY FY29 ensure all agency developed desktop software and native mobile applications adhere to all relevant Section 508 standards. | Conformance Metrics |
| 72 | Entity-wide ICT Accessibility: Single Sign-On | By QX FY2X ensure the agency's single sign-on application adheres to all relevant Section 508 standards. | By Q4 FY25 ensure the agency's single sign-on application adheres to all relevant Section 508 standards. | Conformance Metrics |
| 73 | Entity-wide ICT Accessibility: W-2 | By QX FY2X ensure the agency's standard W-2 form adheres to all relevant Section 508 standards. | By Q2 FY26 ensure the agency's standard W2 form adheres to all relevant Section 508 standards. | Conformance Metrics |
| 74 | Shared Services | By FY2X, ensure all ICT related shared services fully conform to applicable Section 508 standards OR By FY2X, ensure that at least XX% of all ICT related shared services fully conform to applicable Section 508 standards. |
By FY26, ensure all ICT related shared services fully conform to applicable Section 508 standards. OR By Q3 FY25, ensure that at least 50% of all ICT related shared services fully conform to applicable Section 508 standards. |
Conformance Metrics |
Reviewed/Updated: December 2024
