# Who fixes tickets — clerk vs website vendor

A clerk can own the Title II file for council — the dated packet, the agenda line, the forward to the right vendor. The clerk does not usually patch HTML, remediate PDFs, or deploy CMS changes. Split the jobs: clerk keeps the monthly record; the website vendor runs the ticket list on the public site.

## Who this is for

Clerks who were told to **“make the website ADA compliant”** without a vendor line item — and **website vendors** who receive a forwarded email with no CMS access named.

Municipal how-to articles often say **“make your city website accessible”** without saying **who clicks publish**.

## Split the jobs

| Job | **Clerk / city admin** | **Website vendor / IT partner** |
| --- | --- | --- |
| Council record | Attach the dated file; explain what changed | Optional: attend if scoped |
| Official file | Keep PDFs month to month | Do not replace with a vendor-only dashboard |
| Tickets | Forward unedited | Implement in CMS, templates, PDF sources |
| Policy statement | City attorney + elected body | Implement approved wording on the site |
| Title II scope | Name the public hostname | Crawl only what the city publishes publicly |

ActaPack sits on the **clerk record** side: a **dated monthly file** independent of whoever maintains the site ([What a Title II file is](/title-ii-file)).

## What a good handoff looks like

1. Clerk receives **one PDF** and a **ticket list** — see [The pack](/pack).
2. Clerk forwards tickets to the **vendor of record** for the public website (same thread each month).
3. Vendor replies with **what shipped** — template fix, form label, replaced PDF.
4. Next month’s file shows **what is still open** or **what regressed**.

No meeting required to interpret ticket IDs. No clerk SSH. No “log into our portal for the real report.”

## When quotes stack up

County and city news often show **multiple vendor quotes** — remediation, captioning, PDF shops, overlays. The clerk still needs **one dated file** that says what was looked at on the **public site** this month, not three incompatible dashboards.

Compare overlays and suites on their own citation pages. The handoff question is simpler: **who runs the ticket list on the hostname residents use?**

## Vendor pushback (polite)

- “We only sell hosting — accessibility is on the city.” → Hosting includes the **templates and CMS** residents use; tickets need an owner.
- “Buy our widget and you are covered.” → See [Overlay](/overlay); widgets do not replace content fixes.
- “Send us a WAVE export.” → Clerks need **plain-language tickets**, not error codes alone ([Method](/method)).

**$8,400/year** — ActaPack produces the monthly file and tickets. We do not certify compliance and we do not replace the website vendor.

## This month

Clerk attaches the dated file and forwards tickets unchanged. Vendor works the list in the CMS or PDF source. Note what shipped before the next monthly look. We do not write city policy or certify WCAG.

## For implementers

Shape tickets for the city’s platform when you know it — CivicPlus, Granicus, WordPress, custom — or plain language when you do not. Separate “clerk record” from “deployable fix.” Do not ask the clerk to paste code or run a scanner dashboard as the official file.