Report Website Accessibility Issues - El Paso City Services
In El Paso, Texas, residents and visitors can report website accessibility problems on official city services sites to request fixes and reasonable accommodations. This guide explains who enforces web accessibility for city sites, how to submit a complaint or request remediation, typical enforcement paths, and practical steps to get issues resolved. It covers what information to include, time expectations, and how to appeal or escalate if a response is delayed. Use the process below to document barriers such as missing alt text, inaccessible forms, video without captions, or navigation problems that prevent use with assistive technology.
Who is responsible
The City of El Paso Information Technology Department is the primary office responsible for maintaining city websites and coordinating accessibility fixes. Contact the department for initial reports and status updates via the department contact page Information Technology Department[1].
How to report an accessibility problem
- Identify the exact page URL, the problem, and steps to reproduce it.
- Include your device, browser, and assistive technology (screen reader, magnifier) details.
- Provide contact information so staff can follow up for clarification or to confirm a fix.
- Attach screenshots or short video demonstrating the barrier when possible.
Send reports by the method shown on the Information Technology Department contact page or through any official "Report a Problem" portal listed on El Paso sites. If you prefer an accommodation for a service delivered through a website (for example, to receive a form in an accessible format), state the accommodation requested and any deadlines you face.
Penalties & Enforcement
Local enforcement for web accessibility is administrative and remedial: the Information Technology Department (or the department responsible for the specific service) typically evaluates and implements fixes. Specific monetary fines or daily penalties for inaccessible city websites are not published on the cited department page; enforcement mechanisms and amounts are not specified on the cited page.[1]
- Fine amounts: not specified on the cited page.
- Escalation: not specified on the cited page; typically issues escalate from IT staff to department leadership.
- Non-monetary sanctions: orders to remediate, corrective action plans, or administrative review are typical; exact remedies are not specified on the cited page.
- Enforcer: City of El Paso Information Technology Department for technical fixes; affected service departments handle content and service accessibility.
- Appeals/review: not specified on the cited page; check departmental contact or city clerk procedures for formal appeals.
- Defences/discretion: technical feasibility, undue burden, or alternative access may be considered; explicit criteria are not specified on the cited page.
Applications & Forms
The Information Technology Department does not publish a separate, standardized "accessibility complaint" form on the cited page; use the department contact methods or the City’s general report channels to submit issues. If a specific departmental form exists it will be listed on that department’s official pages.[1]
Common violations and typical outcomes
- Missing alternative text for images - outcome: content update to include alt text or descriptive text.
- Forms that cannot be completed with a keyboard - outcome: form redesign or accessible widget replacement.
- Video without captions or transcripts - outcome: captions added or transcript provided.
- Poor document accessibility (PDFs) - outcome: replacement with accessible HTML or tagged PDF.
Action steps - what you should do
- Document the issue with URL, steps to reproduce, and attachments.
- Contact the Information Technology Department via the department contact page and request a response timeframe.[1]
- If the issue affects a time-sensitive service, request expedited handling and an alternate access route.
- If unresolved, ask about escalation to department leadership or the city clerk for a formal review.
FAQ
- How long will it take the city to fix a website accessibility problem?
- The timeframe varies by issue and department; the Information Technology Department will acknowledge reports but specific timelines are not specified on the cited page.
- Can I request documents in an accessible format?
- Yes; request an accommodation specifying format and deadline when you report the problem.
- What if I need immediate access to a city service?
- Ask for an alternative access method or expedited remediation and provide contact information for follow-up.
How-To
- Gather the page URL, description of the barrier, device/browser/assistive technology details, and screenshots.
- Send the report to the Information Technology Department contact listed on the department page and request confirmation.
- If you need a faster fix, request expedited handling and an alternative access method for the service.
- If the department does not resolve the issue, ask how to escalate to department leadership or file a formal review with the city clerk.
Key Takeaways
- Record detailed reproduction steps and evidence when reporting accessibility problems.
- The Information Technology Department is the primary contact for website fixes; expect departmental coordination.
Help and Support / Resources
- City of El Paso - Information Technology Department
- El Paso Code of Ordinances (Municode)
- City Clerk - City of El Paso