E-Government Services Accessibility Initiative
Enabling Digital Access for All Citizens
Company
UK Government Digital Service
Location
London, UK
Duration
2021 - 2023
Role
Accessibility Research Lead
Overview
Led comprehensive accessibility research and implementation for government digital services, achieving WCAG 2.1 AAA compliance and enabling access for 2.3M+ disabled citizens.
Challenge
Government digital services had significant accessibility barriers preventing disabled citizens from accessing essential services. Only 15% of government websites met WCAG 2.1 AA standards, and disabled users reported high frustration with digital service access.
Solution
Conducted comprehensive accessibility audit across 50+ government services, created accessibility guidelines and design system, trained 200+ government designers and developers, and implemented WCAG 2.1 AAA compliance standards. Established ongoing accessibility testing program with disabled user panels.
Research Phase
Accessibility Audit & User Research
Duration: 12 weeks | Participants: 80
Research Methods
Key Findings
Navigation Issues
Screen reader users struggled with complex navigation structures
Impact: Implemented semantic HTML and ARIA landmarks
Color Contrast
Low contrast text prevented users with vision impairments from reading content
Impact: Enforced WCAG 2.1 AAA color contrast ratios (7:1)
Form Accessibility
Complex forms were inaccessible to users with cognitive disabilities
Impact: Simplified form design and added contextual help
Video Accessibility
Videos lacked captions and transcripts for deaf users
Impact: Added captions, transcripts, and audio descriptions
User Personas
Understanding the diverse needs and motivations of key user segments
James Wilson
Blind User
BACKGROUND
Retired professional using screen reader technology
GOALS
- •Access government services independently
- •Renew licenses online
- •File tax returns
PAIN POINTS
- •Inaccessible websites
- •Poor screen reader support
- •No alternative formats
"I should be able to access government services like anyone else without asking for help"
Patricia Moore
Deaf User
BACKGROUND
Working professional using sign language
GOALS
- •Access video content
- •Understand government information
- •Complete transactions
PAIN POINTS
- •No captions on videos
- •No sign language interpreters
- •Unclear written language
"I need captions and clear language to understand government information"
Michael Chang
Dyslexic User
BACKGROUND
Business owner with dyslexia
GOALS
- •Read government forms
- •Understand complex information
- •Complete applications
PAIN POINTS
- •Dense text formatting
- •No readability options
- •Complex language
"Simple language and good formatting make government services accessible to me"
Implementation Approach
Audit & Assessment
6 weeks
- Conducted comprehensive accessibility audit of 50+ government services
- Tested with screen readers, voice control, and keyboard navigation
- Interviewed 80 disabled users about accessibility barriers
- Created accessibility baseline report and recommendations
Guidelines & Training
8 weeks
- Developed government accessibility guidelines based on WCAG 2.1 AAA
- Created accessible design system and component library
- Trained 200+ government designers and developers
- Established accessibility testing program with disabled user panels
Implementation & Monitoring
12 weeks
- Implemented WCAG 2.1 AAA compliance across priority services
- Deployed accessibility monitoring tools and automated testing
- Conducted ongoing user testing with disabled citizens
- Published accessibility reports and best practices
Outcomes & Results
Successfully transformed government digital services accessibility, enabling millions of disabled citizens to access essential services independently. The initiative established accessibility as a core government digital service principle.
AAA
WCAG Compliance
Highest accessibility standard
2.3M+
Citizens Enabled
Disabled citizens with improved access
50+
Services Improved
Government digital services
+78%
User Satisfaction
Improvement in accessibility ratings
Research Visualizations
Key Learnings
Accessibility is a Civil Right
Accessibility isn't a nice-to-have feature—it's essential for enabling equal access to government services. Disabled citizens have the right to access public services independently, just like everyone else.
Universal Design Benefits Everyone
Accessibility improvements designed for disabled users benefited all users. Clear language, good contrast, and simple navigation improved usability for elderly users, non-native speakers, and users on poor connections.
Involve Users in Design
Involving disabled users throughout the design process was crucial. Their insights revealed barriers that accessibility checklist alone would miss, leading to better solutions.
Accessibility Requires Ongoing Commitment
Accessibility isn't a one-time project. Establishing ongoing testing programs and training ensures accessibility standards are maintained as services evolve.