In today's digital age, the transition from human-to-human public services to human-to-system services is well underway. Similar to the private sector, the public sector is increasingly adopting technology to enhance efficiency, foster innovation, and make services more accessible and self-serviceable. This shift towards a 'digital first' approach means that many services are now offered exclusively in digital formats, which can significantly increase accessibility—if done right.
The Importance of Accessibility in Digital Services
Accessibility ensures that public services are usable by the widest possible audience, including individuals with disabilities. The first edition of the Web Content Accessibility Guidelines (WCAG) was introduced in 1999. However, it wasn't until 2016 that WCAG guidelines began to be incorporated into law and compliance requirements.
Public sector digital services must comply with the Public Sector Bodies (Websites and Mobile Applications) (No.2) Accessibility Regulations 2018 and publish an accessibility statement. But what happens when these services lack accessibility?
The Consequences of Inaccessible Websites
A survey by Scope found that respondents felt "annoyed," "anxious," "stressed," and "deflated" when they couldn't complete tasks online due to inaccessible websites. Despite efforts to address these issues, progress has been minimal.
Make Your Web Content POUR
According to WCAG guidelines, web content should be accessible through at least one of the four POUR principles:
- Perceivable: Content should be accessible to users with impaired vision or hearing.
- Operable: Content should be usable by individuals with impaired motor skills.
- Understandable: Content should be clear to those with varying intellectual or learning abilities.
- Robust: Content should be accessible to users with impaired vision or hearing.
Understanding Assistive Technologies
Designing technology-based services requires a deep understanding of assistive technologies. For instance, knowing how a screen reader interprets text helps create content that reads well aloud. Simple sentence structures ensure content is easily perceived and understood by all users.
The Benefits of Designing with Accessibility in Mind
- Doing the Right Thing: Investing in web accessibility is the right ethical choice.
- Improved User Experience: Accessible sites cater to the entire population.
- SEO Benefits: Accessible content is more readable to search engines.
- Legal Compliance: Public sector sites must allow users to report accessibility issues.
GlideFast GOV.UK Accelerator Offering
ServiceNow is committed to accessibility, integrating it from the initial stages of product design throughout the entire Product Development Life Cycle (PDLC). They aim to "Make the world of work, work better for everyone."
At GlideFast, accessibility is built into our solutions. We have developed an application to implement a portal with the GDS GOV.UK Design System components for UK public sector organizations. This accelerates ServiceNow deployments with accessibility in mind, adhering to GDS standards.
Discover how GlideFast can enhance your ServiceNow deployments with accessibility.
About GlideFast Consulting, A Division of Apex Systems
GlideFast Consulting is an Elite ServiceNow Partner that specializes in delivering exceptional solutions on the ServiceNow platform. We pride ourselves on offering industry-leading services, unparalleled expertise, and a track record of positive customer reviews. Our extensive experience in ServiceNow, combined with our unwavering commitment to customer success, sets us apart from our competitors and enables us to deliver successful outcomes for every client. Whether it's our deep platform knowledge, process-driven standardization, or innovative approach, we are dedicated to providing our customers with the best possible experience. Visit us at www.glidefast.com
