• 2021 – The City, through the Accessibility Prioritization Committee established via the City’s ADA Online Accessibility Policy, adopted the Accessibility Maturity Model (AMM) to evaluate the success of its compliance efforts.
  • 2021 – The City was awarded $2,500 by the State Internet Portal Authority to improve the accessibility of its online technology, which includes HTML structured documents and Portal Document Formats (PDFs). The funding from this grant was used to improve the accessibility of the City’s Granicus Legistar product via a layover with adaptable accessibility features.
  • 2024 – Digital Accessibility responsibilities and the Web Accessibility Coordinator position are separated from the Office of Accessibility and moved to the Innovation and Technology team for more synergy with regard to Application Accessibility and Document Remediation.
  • 2025 – IT created the Business Office team and elevated the previous Web Coordinator to a Supervisory position. The team is made up of an IT Supervisor, Senior Web Accessibility Coordinator, Two Senior Analysts, and an Administrative Assistant I. Adding Digital Accessibility to this team helps to enhance operational efficiency by embedding accessibility expertise directly within IT with a team responsible for digital services.
  • 2025 – Colorado’s Digital Accessibility Law HB 21-1110 went into effect on July 1, 2025.

How the City Addresses Information and Technology Barriers

IT Service Management Software

The City utilizes a centralized IT service management platform to streamline and automate the handling of service-related issues. This system supports the full lifecycle of IT service delivery, including the management of incidents, service requests, problems, changes, and assets. It also incorporates intelligent features such as automation and predictive analytics to enhance service efficiency and responsiveness.

Employees can submit tickets through multiple channels:

  • Email,
  • Telephone, or
  • Employee Portal.

Once submitted, each ticket is tracked and managed through to resolution, ensuring accountability and timely support. The platform provides visibility into ticket status, facilitates communication between support teams and requesters, and helps prioritize issues based on urgency and impact.