For equal access, consider both physical and digital accessibility
A young blind woman using a smartphone with voice assistive technology in front of a computer and braille display. Chansom Pantip/GettyImages
Connecting state and local government leaders
COMMENTARY | Features such as clear navigation, readable text and multimedia alternatives improve the customer experience for everyone, leading to higher levels of satisfaction, engagement and trust.
Imagine how individuals with visual impairments experience government services. A visit to the Department of Motor Vehicles to secure a state-issued ID card might include using a cane to tap and identify tactile markers warning of hazards outside the facility, reading braille signs that provide information about the office and listening for directional cues for when to approach the counter for assistance. As challenging as that sounds, what must it be like to navigate the process online?
The latest federal data estimates that more than 1 in 4 Americans (27%) have some form of disability. To ensure that all Americans have online access to government services, U.S. Department of Justice in April announced technical requirements to ensure state and local governments websites and mobile apps are accessible by people with disabilities.
For those looking for state-issued ID, digital accessibility starts at the DMV website. When that site is designed with accessibility in mind, visually impaired visitors can use their computer or phone’s screen reader to read aloud the page content, complete and print the online application and determine what additional documents they need to take to the DMV. An accessible website also includes alternative text describing images and properly labeled form fields, within a clear and consistent layout. An accessible design allows vision-impaired visitors to easily navigate to a page listing DMV locations, determine the nearest branch and learn when it opens—all in a short amount of time.
By embracing accessibility as a core principle, government agencies model a culture of respect and dignity for all individuals, regardless of ability. Accessibility is not only the right thing to do, but also often the required thing to do.
The new digital accessibility rule builds on laws like the Americans with Disabilities Act that mandated equal access to public facilities and services for individuals with disabilities. While the ADA was enacted before widespread adoption of digital technologies, courts have increasingly interpreted it to encompass digital accessibility as well. The federal government, along with several states, has established digital services teams and adopted standards such as the Web Content Accessibility Guidelines to ensure that government websites and digital services are accessible to individuals with disabilities.
In a time of competing priorities, stretched budgets and information overload, maintaining compliance with these standards remains a challenge for some government agencies and programs. It helps to remember that investing in accessible websites and digital services can yield significant benefits for agencies and the broader community. Features such as clear navigation, readable text and multimedia alternatives improve the customer experience for everyone, leading to higher levels of satisfaction, engagement and trust.
Individuals with disabilities represent a significant segment of the population, and by ensuring that their needs are met, government agencies can foster greater inclusion and representation in public discourse and decision-making processes. Accessibility is essential for ensuring that no one is left on the wrong side of the digital divide.
Robert Knapp is executive managing director, Digital Government Solutions, U.S. Services, Maximus.
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