Market Research Guidelines - Desktop and portable computers

Corresponding Rule

Case Study #8

1. Assignment
2. Requirements
3. Methodology
4. Vendors Considered
5. Vendor Findings and Experiences
6. Recommendations

Assignment

Your agency is getting ready to purchase new:

• Desktop workstations
• Laptop computers

You have been asked to do a market research report to provide information on the best products that fit your agency's requirements. The percentage of disabled employees in your agency is 25%.

PC's and Laptops applies to the Section 508 standard: Sub Part B - Technical Standards 1194.26 Desktop and Portable Computers

Requirements

After much discussion, the group decided the number of disabled employees was irrelevant since all the desktop workstations and laptop computers need to be Section 508 compliant.

Methodology

We selected six vendors that are well-known desktop and laptop retailers. We initiated an effort to gather and analyze information needed to make a preliminary assessment of several product lines' compliance with Section 508 standards. Information that was analyzed included vendor marketing literature, Section 508 market surveys, and government technical and contractual documentation. We also contacted some think tanks and universities about how they handle the purchase of equipment. Although Section 508 does not bind these institutions, each one said that they comply with spirit of the law. This information and the existing VPAT for laptops and desktops were used to develop a standard checklist for laptops and desktops. This checklist was used to solicit information from the vendors on product compliance.

The agreed upon methodology for this project was as follows:

1. Look at each company's website for information on Section 508 compliance, both general information and product specific information.
2. Check to see if each company has any information available on GSA's Buy Accessible website on www.section508.gov.
3. Contact a marketing person at each company to verify the information that is available on their website.
4. If time allows, have each company demonstrate their product to verify compliance with the standards.
5. Determine whether each vendor has a loaner program. Such a program will enable the customer to conduct compliance testing.

Vendors Considered

The group decided to look at the following companies that produce laptops and desktops:

1. Dell
2. IBM
3. Compaq and HP
4. Toshiba
5. Gateway
6. Micron

These companies make up most of the market for IBM-compatible laptop and desktop sales.

Vendor Findings and Experiences

(1) Information was available but not easily found.
(2) Only if you spoke to people in Federal Sales.
(3) Willing but unable to schedule prior to the conference

Dell

The first step was to surf the Dell website. We found the website easy to navigate. We quickly found a page devoted to accessibility. On that page, we found a link to Federal Regulations. On the Federal Regulation page, we found an explanatory reference to Section 508 and a general statement saying that Dell is in compliance. We also identified a link to a market survey for all Dell desktops and laptops that provided more detail. Unfortunately, the survey did not respond to all the questions in our checklist. Several web pages were devoted to Dell's relationship with a company called EVAS. This company provides turn-key solutions for people with disabilities. These solutions combine computers, application software, peripherals and access technology to create turn-key workstations. EVAS distributes access technology and will help you in designing turn-key solutions. Dell also provides several industry links that relate to accessibility.

We found a telephone number for a person or organization that would know more about Dell's compliance with Section 508. The first two people we spoke with knew nothing about the legislation. Eventually, we found someone who knew enough about it to help - a person in federal government sales. The person suggested that we send our checklist to him. He, in turn, forwarded the checklist to the contracts department. We also asked for a demo of some of the products in question. He initially said he could help make the demo happen if we were willing to come to them. We told him that would not be a problem. Soon after, Dell agreed to conduct a demo at the location of our choice.

We sent our checklist to the government sales representative and waited a week for a response. The response included a letter from the Vice President and General Manager of Government Sales dated October 1, 2002 stating that Dell complied with the legislation along with a copy of the market survey that was found on the website. We determined that Dell's survey did not respond to all of the standards identified in our checklist. We contacted a Dell contract specialist by e-mail and by phone to obtain additional information and to express interest in scheduling a product demonstration.

It took Dell's Environmental Engineering Group several weeks to obtain the information needed to complete our checklist. The finalized checklist was released to us after Dell's attorneys approved the language. We tried to set up a demonstration, but were unable to accomplish this prior to the conference.

A search of buy accessible desktop and laptop products off of the Section 508.gov website identified five matches (product lines). There are several links back to Dell's website for detailed product information. Dell's "loaner" program is called Buy and Try. They will ship you a unit to evaluate for 30 days. At the end of the 30-day period, you can either purchase the unit at a reduced price or return it to Dell.

IBM

Some found it difficult to find Section 508 information while other members who worked with IBM before had no problems with the accessibility URL.

IBM's accessibility page had several useful links. There was a link to GSA's section508.gov. Also, there was the capacity to order accessible products. The adaptive technology on this portion of the webpage is broken out by disability. There was also information for people with disabilities. There was an excellent page devoted to employers and human resources departments. This area covered the following: what accommodations will an employee need; how to interview someone with a disability; how to interact with people with disabilities; and, the law and disabilities.

IBM takes an interesting approach to their checklist. The checklists are general and not filled in for a particular product. The two checklists that are applicable to our research were, hardware and hardware peripherals. The checklist on the site is the checklist used by the IBM developer. Each list lays out the specific checkpoints. You must click on the link for each checkpoint to get the latest information on it. Each link goes to a specific checkpoint, the rationale behind it, and the techniques used to meet the checkpoint.

The knowledge of the IBM staff about Section 508 varied depending on an employee's area of expertise and role. There were no links to IBM laptops or desktops found on GSA's Buy Accessible website. We found that IBM is willing to make loaner equipment available before you buy the equipment. This use of loaner equipment is important. It allows you to test for Section 508 compliance before buying the product.

Compaq and HP

We found this site easy to navigate and the links to accessibility and Section 508 information were readily available. This company made heavy use of Buy Accessible on the GSA Section 508 website. Compaq and HP have checklists available on their website for each product that they are selling. There are both summary checklists as well as detailed checklists on the website. The summary checklists display (1) the 508 standards; (2) the standard's applicability to a particular product; (3) the level of support for each standard; and (4) a description of any exceptions. The detailed checklist had the look and feel of an ITAC template. The checklist identified all the Section 508 standards back to the legal reference number, the supporting features for the product and any explanatory remarks.

Their accessibility webpage had many interesting links. There was a link called "our commitment". This link gave you access to a message from the CEO, a link to their accessibility program brochure, and a link to their corporate policy dealing with accessibility. Another link was to "resources". This link gave you access to links to assistive technology, disability resources, legislation and accessibility initiatives and events. The next was "accessibility products and services". This gave you access to the accessibility database where you can find information on both HP and Compaq products. There is also a link that provided you information on how to use the accessibility database. The final link was "strategic partnership". This link provides further links to the American Library Association and Microsoft's accessible technology, which are Compaq and HP strategic partners.

Federal sales staff contacted was well versed in Section 508. Both Compaq and HP were willing to make loaner equipment available before purchase.

Toshiba

Our overall impression of Toshiba was attention to accessibility standards was unfavorable. We were not able to find any mention of accessibility, let alone Section 508 on their web site. With some difficulty, we found a number to call to obtain desktop and laptop product information. When we called the number, we could not find anyone with knowledge of Section 508. We were passed around to Toshiba's corporate office and legal department with no luck. Finally, we were transferred to federal sales. Our initial contact with federal sales was discouraging. Our first sales person was not familiar with Section 508. Our inquiries were bumped to a sales manager. The manager informed us that he satisfies every Section 508 inquiry with a standard form letter. The manager could not discuss how each product complies with the standards. After several additional telephone inquiries, we were able to obtain a copy of the standard form letter. The letter stated that Toshiba products are in compliance with Section 508. A checklist accompanied the letter further supporting the company's position on Section 508 product compliance.

Gateway

The Gateway website was easy to navigate although it was not easy to find information on accessibility and Section 508. This was true even for their federal web page. The easiest way to find this information was to do a search on accessibility or Section 508. The information is located on a page dealing with ADA compliance. On this page they have a link to a template that shows their product accessibility. Gateway had their blind employees work on designing the site to make sure it is accessible.

Gateway's local service centers and tech centers are a good resource of information. There are links to Gateway products on GSA's Buy Accessible website.

Micron

Micron prides itself as your technology partner by committing to making computing technology easily accessible and meeting the needs of people with disabilities. They are committed to making all of Micron PC product accessible to people of all abilities. Micron systems include, desktops, notebooks, and server systems. Micron has an accessibility page that describes its commitment to make their products accessible, their products, their Section 508 requirements, and customer service as well as links to important information for the disabled. This accessibility page is quite impressive in comparison to other PC manufacturers. It provides links to President Bush's "Fulfilling America's Promise to Americans with Disabilities", Assistive Technology solutions, Business Week's Assistive Technology news, ITTATC's training program, the Access Board, the Bobby Website, AWARE (Accessible Web Authoring Resources and Education, Closing the Gap (computer applications for people with disabilities) and Web-ability. Technical support is available by telephone and by e-mail 24 hours a day, 7 days a week, 365 days a year.

Recommendations

Based on the information above and the completed checklists provided in the appendices, all six companies have desktops and laptops available that meet the Section 508 requirements. We would recommend all but one of the companies for further evaluation. We would not recommend Toshiba based on our assessment of its website and its sales force's lack of knowledge of Section 508. It is also our recommendation that anyone purchasing laptops and desktops perform internal product compliance testing before making purchase decisions. Do not rely solely on the company's self-certification.