Abstract

The main objective of this paper is to show the process map for introducing the Accessibility Management System in the Saragossa city council web service. This map is a requirement of the Spanish Association for Standards and Certification (Aenor) for the “N” certification of ICT Accessibility, which guarantees users that an internet page is accessible. All public sector organizations are required by law to achieve this norm and display the “N” mark of certification.To identify the processes and design the process map, an expert reviewed documents and interviewed managers and staff. The processes were classified into strategic, key and support categories and so identified on the process map, which indicates sequences and the relationships between inputs and tasks. The results section describes the main activities and analyzes their inter-relationship.