Why Accessibility Compliance is Critical for Public Sector Websites

Public sector websites are used daily by a vast audience globally. They are vital tools for citizens to access essential services, from healthcare information to government benefits and legal resources. Ensuring that these websites are accessible to everyone, including people with disabilities, is a legal obligation, and compliance with accessibility standards is critical to ensure equal access for all users.

In this post, we’ll explore why accessibility is essential for public sector websites, the legal frameworks involved, and how compliance benefits both organisations and the people they serve.

The Importance of Accessibility in Public Sector Websites

Public sector websites provide vital information and services that are often essential for everyday life. Whether applying for a driving licence, booking a doctor’s appointment, or reading about new government policies, individuals increasingly rely on digital platforms to interact with public services. For people with disabilities — who may have visual, auditory, mobility, or cognitive impairments — these websites must be accessible and easy to use.

When public sector websites are inaccessible, they can exclude large portions of the population from accessing essential services. This is not only unfair but also goes against the principles of equality and non-discrimination. Accessible design ensures that everyone, regardless of their abilities, can engage with public services online, ensuring that no one is disadvantaged.

Real-World Impact of Inaccessible Websites

Imagine a person with visual impairment trying to navigate a local council’s website to apply for housing benefits. If the website is cluttered with images without alternative text or has poor colour contrast, they might struggle to find the information they need. Similarly, a person with a mobility impairment might find it difficult to interact with a website that relies on precise mouse movements or doesn’t support keyboard navigation.

These barriers not only cause frustration but can prevent individuals from accessing services they are legally entitled to. Inaccessible websites can also create an added burden for public sector organisations, as users who can’t access services online may be forced to contact support services, increasing workload and costs.

Legal Frameworks Governing Accessibility Compliance

For public sector organisations in the UK and many other countries, accessibility is not just a best practice — it’s a legal requirement. In the UK, the Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018 sets out strict guidelines to ensure that public sector websites and apps meet accessibility standards. These regulations build on the Equality Act 2010, which requires organisations to make reasonable adjustments to accommodate people with disabilities.

Key Accessibility Standards

Public sector websites are expected to meet the Web Content Accessibility Guidelines (WCAG) 2.1 at level AA, which includes criteria such as:

• Perceivable: Ensuring content is easy to see and hear (e.g., by providing text alternatives for non-text content).

• Operable: Ensuring users can navigate the site easily, whether they use a keyboard, mouse, or assistive technology.

• Understandable: Making content readable and predictable, with clear instructions and simple language.

• Robust: Ensuring websites and apps work well with various assistive technologies.

Failing to comply with these standards can lead to legal consequences, including fines, as well as reputational damage for public sector organisations.

Challenges to Accessibility Compliance

Despite the clear benefits of accessibility, many public sector organisations face challenges in achieving compliance. Limited budgets, outdated technology, and a lack of awareness or expertise in accessibility standards can all make it difficult for organisations to ensure their websites meet the required guidelines.

1. Legacy Systems and Outdated Websites

Many public sector organisations use outdated digital platforms that were built before accessibility was a key concern. These legacy systems often require significant updates or complete redesigns to meet current accessibility standards, which can be costly and time-consuming.

2. Lack of In-House Expertise

Accessibility can be a complex field, and many organisations lack the in-house expertise needed to design, implement, and maintain accessible websites. Ensuring that all content creators, developers, and designers are trained in accessibility best practices is essential for maintaining compliance.

3. Resource Constraints

Public sector organisations often operate with limited budgets and resources. While accessibility improvements may seem like a costly or time-consuming endeavour, failing to prioritise them can lead to greater costs in the long run, both financially and reputationally.

The Benefits of Accessibility Compliance

While there may be challenges, the benefits of making public sector websites accessible far outweigh the costs. Accessible websites ensure that all users, regardless of ability, can engage with public services, improving citizen satisfaction and reducing the burden on customer service teams.

Inclusivity and Equal Access

Accessibility ensures that everyone, including people with disabilities, has equal access to vital public services. When websites are designed with inclusivity in mind, all citizens can access the information and services they need independently, without relying on others for assistance.

Example: A council website offering planning applications can improve inclusivity by ensuring forms are easy to navigate with screen readers, making the process smoother for visually impaired users.

Enhanced User Experience (UX)

Accessible design often leads to a better user experience for all users, not just those with disabilities. For example, ensuring text is easy to read, simplifying navigation, and improving mobile responsiveness benefits everyone who uses the website.

Example: A government tax service might improve its website’s mobile experience, making it easier for users to file tax returns on a smartphone, whether they have disabilities or not.

Reduced Legal and Reputational Risks

Failing to meet accessibility standards can result in legal action and financial penalties. Additionally, public sector organisations that don’t prioritise accessibility risk damaging their reputation. By complying with accessibility regulations, organisations not only avoid these risks but also position themselves as inclusive and forward-thinking.

Cost Savings

Accessible websites reduce the need for users to rely on offline support services. When users can easily navigate a website, fill out forms, and access information independently, it reduces the number of phone calls or in-person visits required, saving time and money for public sector organisations.

How to Achieve Accessibility Compliance

Achieving and maintaining accessibility compliance requires ongoing effort, but there are practical steps public sector organisations can take to meet the required standards.

• Conduct an Accessibility Audit: Regularly test your website against WCAG 2.1 standards to identify areas for improvement. This can involve using automated tools or conducting manual tests with assistive technology.

• Engage with Users: Consult with users who have disabilities to understand their experiences and gather feedback on how to improve accessibility.

• Train Staff: Ensure that all team members involved in website development and content creation are trained in accessibility best practices.

• Prioritise Regular Updates: Accessibility is an ongoing process. Regularly update your website to fix issues, improve usability, and ensure ongoing compliance.

Conclusion

Accessibility is a critical element of providing equal access to vital services. By ensuring compliance with accessibility standards, public sector organisations can create more inclusive digital spaces, reduce legal risks, and enhance the overall user experience.

Ultimately, accessible websites benefit everyone. They empower all citizens to engage with public services independently and confidently, helping to build a fairer, more inclusive society.