Are Your Public Sector Websites and Apps Accessible?

Delivering a better citizen digital experience is key for more than half (52%) of public sector technology decision-makers, according to the report ‘UK Public Sector Must Accelerate Digital Transformation To Achieve Digital Maturity’ from KPMG and Forrester. It’s a cornerstone of the Government’s push for digital transformation of the public sector.

Realising this vision demands making digital tools and solutions universally accessible, so they can benefit the one in five UK citizens with a long-term illness, impairment or disability. In fact, the UK’s 16 million registered disabled people, according to Government figures, are likely to need care and public services even more than the rest of the population. However, most public sector websites and mobile apps do not currently meet accessibility requirements. For example, a study by the Society for innovation, technology and modernisation found that four in 10 local council homepages failed basic tests for accessibility.

This is not only a problem for citizens. While threatening digital transformation goals, it also comes with a legal risk. The Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 say public sector organisations must make their websites and mobile apps more accessible by ensuring they are “perceivable, operable, understandable and robust”. Plus, an accessibility statement must be published on each website. The benchmark is the Web Content Accessibility Guidelines (WCAG) 2.2 AA accessibility standard.

The Government Digital Service (GDS) monitors public sector bodies’ compliance on behalf of the Minister for the Cabinet Office. It does this by examining a sample of public sector websites and mobile apps every year, and can ask for information and request access to intranets, extranets, apps or any public sector website.

The Equality and Human Rights Commission (EHRC) in England, Scotland and Wales and the Equality Commission for Northern Ireland (ECNI) in Northern Ireland enforce the requirement to make public sector websites and mobile apps accessible. They can use their legal powers against offending organisations, citing breach of the Equality Act 2010 and the Disability Discrimination Act 1995 to carry out investigations, and instigate unlawful act notices and court action.

Beyond the legal ramifications, accessible websites and apps help public services and care reach and serve more citizens faster, more efficiently and more effectively. A greater number of health consultations and treatments, for example, can be carried out remotely, reducing the burden on the GP surgeries and the NHS when they need it most.

So, what does digital accessibility look like? Well, not like this:

Inaccessibility can start before someone actually reaches a website with the frequently used standard security gateways that detect if a user is human or a robot. As such, they are an instant blocker. The lack of clarity coupled with complexity frustrates and excludes many people with visual impairment, as well as individuals with conditions such as ADHD and disorders like autism.

Here are examples of design techniques that can improve digital accessibility for a range of common conditions and disorders:

Colour blindness

This inability to differentiate certain colours means sufferers can’t see one or more of the red, blue and green primary colours that make up the visual spectrum, or can’t identify colour at all. Overcoming this requires high-contrast design of readable and clickable elements.

The use of an accompanying icon to illustrate the action indicated also helps increase perception and understanding.

Dyslexia

For people with this learning disorder characterised by reading difficulties, long texts or very small fonts can make the condition worse. The following font has been designed to optimise the understanding of people with dyslexia. The distinct letters and lower bold styling make web and app text easier to read.

ADHD

Attention deficit hyperactivity disorder (ADHD) makes concentration and focus more difficult. Incorporating the following design elements can make websites accessible to those with this condition:

• Predictability: Features like sudden pop-ups and notifications, the use of automation that submits forms when the last field is completed without notifying the user, and hidden menus on certain pages, cause confusion to those with ADHD. Avoiding these elements and prioritising predictability make websites more readable.
• Clear, specific instructions: This is particularly important for online forms, where labels and/or instructions should be included. They will help all users, but are essential for those with cognitive, language and learning disabilities.
• Avoid time limits: People with ADHD are prone to anxiety, which means that time limits on website and app interactions can cause problems, particularly as sufferers are likely to need longer to complete certain interactions. Therefore, they should be avoided where possible, or clear notification provided along with as much control as possible.
• Don’t use autoplay: Instantly launching loud videos and flashing animated content is particularly distracting and can be distressing for people with ADHD. If they must be used, clear ‘pause’, ‘stop’, ‘hide’ buttons should be prominently displayed.
• Clean, clear, layout: Simple designs tend to be more accessible, and they’re usually more appealing too. By maintaining a clean layout, you can keep users engaged and avoid overwhelming them with information. This is particularly useful for people with ADHD, dyslexia, and other neurocognitive conditions.

Autism Spectrum Disorder

Here are five design features that can enhance the online and app experience for autistic people:

• Give time to process information: As with ADHD-friendly sites, remove any timeouts, auto-play features and pop-ups.
• Don’t overload with details: Keep a clear and consistent layout throughout web pages and documents avoiding large blocks of text to not overwhelm users.
• Write in plain language: Avoid using figures of speech or idioms, as these may be taken literally Don’t write in jargon and always write out abbreviations in full.
• Add clear descriptive prompts: Ensure navigation is simple to use, while clearly labelling actions that need to be taken. Also, consider adding summary boxes at the beginning of each page highlighting the key points made, and providing clear commands on forms.
• Use simple colours: Avoid anything too bright or contrasting, and keep the theme consistent across a page or document.

Visual impairment

The following techniques can increase accessibility to people with failing or no sight:

• Avoid overlaying text on background Images: Without enough contrast, it’s impossible for visually impaired users to tell the difference between the background and text.
• Make font sizes adjustable: This is a simple but highly effective feature to help people read website content more easily.
• Add alt text to images: This helps disabled users and search engines better understand what a website image is about. Alt text should tell a visitor what they are looking at and how it relates to content through description. Avoid making the description overly complex.
• Make your links and buttons descriptive: This gives sight-impaired users more context, while also making it easier for sighted users to scan websites. Titles should also be descriptive because screen readers announce the title of a web page and the components within.

Deafness

Consider the following for better engagement with those suffering from hearing loss:

• Upload videos with captions: Video content is a powerful tool for engaging audiences. But without proper captions, it can be inaccessible to deaf individuals.
• Alt text for images: As with the visually impaired, provide concise and descriptive alt text for all images to help deaf users who use screen readers to understand visual content.
• Transcripts for audio content: Offer detailed transcripts for all audio content, ensuring that deaf users can access the information through text.
• British Sign Language in-vision translation: This adds an additional layer of accessibility to videos. It involves having a BSL interpreter visible on the screen, translating the spoken content into sign language in real-time.

More accessible websites and apps are better for everyone, not just those with disabilities. To ensure yours are compliant, choose a web and app development partner that thoroughly understands digital accessibility design principles, and work together to create something that everyone can get the most out of and maximise inclusivity.

The digital accessibility universe:

• 1.5 million people have a learning difficulty (Mencap)
• 1 in 10 people have dyslexia (NHS)
• Over 2 million people in UK suffer sight loss (RNIB)
• 1 in 5 adults in the UK are deaf, have hearing loss or tinnitus (RNID)
• 1 in 7 people (15% of the UK population) are neurodivergent.
• 18.5 million people have a speech, voice, or language disorder. (Accessible Communications)

• Contact Mindera today to ensure your digital projects have accessibility built in from planning to launch and beyond…

Key takeaways

• To optimise the citizen experience and digital transformation, public sector websites and apps should be accessible by everyone, especially the UK’s 16 million disabled people, and those with other conditions and disorders. However, most do not currently meet accessibility requirements.
• This is a legal requirement, with Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 saying public sector organisations must make their websites and mobile apps more accessible by ensuring they are “perceivable, operable, understandable and robust”.
• Beyond the legal ramifications, accessible websites and apps help public services and care reach and serve more citizens faster, more efficiently and more effectively. A greater number of health treatments, for example, can be carried out remotely, reducing the burden on the GP surgeries and the NHS when they need it most.
• There are several design techniques that can be used to increase accessibility depending on a specific disability, condition or disorder. Incorporating as many as possible into digital channels increases their reach, usability and effectiveness.

About the author

Bruno Machado is a Quality Assurance Engineer at Mindera.