Accessibility isn’t a checkbox. It’s a commitment—to every resident, visitor, and business partner. The City of Phoenix ADA Compliance Program (ADACP) shows us how a major city can lead by example, making its services, facilities, and online presence welcoming to all. In this case study, we’ll explore Phoenix’s approach and share how you can adapt these insights for your own web or physical spaces—backed by W3C standards and practical tools.

A Closer Look at Phoenix’s ADA Compliance Program

Mission and Scope

At its core, the ADACP ensures that Phoenix’s programs, services, activities, and facilities are accessible to people with disabilities. Working under Title II of the Americans with Disabilities Act, the program:

Coordinates compliance with federal, state, and local laws
Offers guidance, resources, and education to city departments
Monitors facilities—from libraries to community centers—for barrier removal

The result? A city that doesn’t just talk inclusivity—it lives it.

ADA Complaint Procedures

Even the best plans can hit roadblocks. When someone encounters a barrier, Phoenix’s process makes filing a formal complaint simple:

Submit within 180 days via an online portal, email (ada@phoenix.gov), or mail
Initial review by the ADA Coordinator to confirm eligibility
Investigation within 15 calendar days, with a written response on next steps
Appeal option to the Equal Opportunity Department Director

Clear. Fast. Transparent. That’s how you build trust—and improve access swiftly.

Digital Accessibility and WCAG 2.2

Phoenix strives for Level AA conformance of the Web Content Accessibility Guidelines (WCAG 2.2). In practice, this means:

Regular audits of municipal websites
Captioning for videos, alt text for images, and keyboard‐only navigation
Staff training on effective communication tools and best practices

This digital focus ensures that residents relying on screen readers, voice commands, or alternative input methods can fully engage online—whether paying a bill or browsing community events.

Reasonable Accommodations

Beyond ramps and captions, Phoenix provides:

Qualified sign‐language interpreters and Braille documents
Policy modifications—like welcome access for service animals
No surcharges for auxiliary aids or services

Requests are handled through clear forms and dedicated staff. The takeaway? Accessibility isn’t optional. It’s built into every policy.

Building Accessibility and Barrier Removal

When a facility—public or private—fails to meet ADA standards, Phoenix:

Investigates within 7–15 days, depending on ownership
Coordinates with Planning & Development for private buildings
Requires barrier removal during renovations, guided by building codes

Even small updates—like widening doorways or improving signage—can make a huge difference to wheelchair users or visitors with sensory needs.

Lessons Learned: Best Practices for Inclusive Design

Phoenix’s program offers a blueprint. But how can you apply these principles to your own projects—especially online? Here’s where our Accessibility Assessment Tool and Resource Library come in.

1. Audit with the Accessibility Assessment Tool

Like Phoenix’s digital audits, our Accessibility Assessment Tool scans your website against W3C’s WCAG 2.2 guidelines and other standards. You’ll get:

A detailed report of accessibility issues
Prioritized recommendations (e.g., alt text improvements, ARIA labels)
Step‐by‐step guidance for remediation

Think of it as your personal ADA Compliance checkup—any time you need one.

2. Consult the Resource Library

Our Resource Library collects case studies, code snippets, and up-to-date W3C documents. Need to understand Title III requirements? Looking for examples of inclusive form design? You’ll find them here—ready to adapt and share with stakeholders.

3. Engage in the Community Forum

Accessibility is a team sport. On our Community Forum, developers, designers, and accessibility specialists swap success stories, troubleshoot tricky issues, and celebrate wins. You’ll never go it alone.

Bringing It All Together

Phoenix’s ADA Compliance Program shows the power of a structured, transparent, and proactive approach. By:

Embracing clear complaint procedures
Prioritising digital inclusion under WCAG 2.2
Offering reasonable accommodations and barrier removal

…they set a high bar. And with our tools—Accessibility Assessment Tool, Resource Library, and Community Forum—you can bring that same spirit to your organisation or project.

Ready to take the next step in ADA Compliance? Visit the Web Accessibility Initiative (WAI) at W3C for guidance, and explore our suite of tools to streamline your path to full accessibility.

Join us in building a world where everyone can engage—no exceptions.

For more resources and to get started, head to W3C.