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Accessibility first, design second in citizen services

As the public sector continues its drive to make public services and information available online, it is vital that no-one is excluded due to a disability, a neurodiverse condition, or other barrier to access. However, recent research and monitoring exercises reveal significant shortcomings in public sector digital accessibility.

There is an urgent need for a quickly implemented, scalable solution to make the information and services of public organizations available to all citizens. In a new point of view, we argue that public sector organizations should think 鈥渁ccessibility first, design second鈥� when planning and creating their strategies for online communication with citizens.

According to the eGovernment Benchmark 2024 led by 乌鸦传媒 on behalf of the European Commission, 65% of all websites surveyed failed to meet all eight of the Web Content Accessibility Guidelines (WCAG) selected to measure how easy it is for disabled users to access online services.

Inclusivity, compliance, and policy

Citizens expect to be able to use digital public services, regardless of any disability. This is a basic human right in today鈥檚 digital age, and one that creates an inclusive and equitable society. Of course, digital accessibility has also been a legal obligation in most countries for many years. For example, in the EU, digital inclusion is mandated by the European Accessibility Act, which was adopted in 2019 and must be put into practice from 28 June 2025.

Beyond the societal and regulatory obligations, digital inclusivity has wider implications for the impact of government services. It is an opportunity to create public value by making digital channels work better for everyone. If you鈥檙e not reaching a broad spectrum of citizens with your digital services and online information, you minimize the impact of your policies and create an unequal society. In turn, this has a detrimental impact on your global competitiveness and limits the value of services delivered.

Four phases of digital accessibility transformation

We have developed a practical and proven approach to help public sector organizations achieve a transformation of their digital accessibility with inclusive citizen-centric services. Described more fully in our point of view, it comprises four consecutive phases designed to provide public organizations with the tools and clear path to actively respond to the need for action.

  • Assess what digital access looks like right now
    Our in-depth analysis helps us to identify and understand existing problems with digital accessibility. This provides us with a sound basis for developing measures aimed at removing any digital barriers.
  • Rethink the design of online tools
    A well-founded needs assessment asks both the users of online tools and services and those designing them what needs to be done to make digital access better for people with diverse disabilities.
  • Explore how GovTech can help
    We work with start-ups and others in the GovTech ecosystem to efficiently advance the accessibility of public sector organizations using technology.
  • Engage with users on quality
    Only by including end users in the process can online information and services become accessible for target groups, so we capture feedback from users, especially disabled people, to verify that online tools are working for them.

Our point of view argues that efficient, scalable, and holistic digital accessibility solutions should be based on both innovative technologies and cultural change within an organization. With human centered design, new technology, and a practical approach to transformation, public sector organizations now have an opportunity to deliver benefit to the citizens they serve, as well to make the delivery of public services more effective, cost efficient, and inclusive.

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Meet our experts

A photo of Emma Atkins. She has coloured hair in shades of dark blue and purple and is wearing glasses. She wears a floral white top.

Emma Atkins

Software Engineer and Accessibility Expert
“Accessibility and inclusion are important for good business, but more than that: they are a design for life. Everything should be accessible to everyone everywhere regardless of individual differences, and I have always been dedicated to the cause of making that ideal a reality. Until that day, I鈥檒l be here doing my bit and refusing to take 鈥榥o鈥� for an answer.”

Timo Graf von Koenigsmarck

Executive Vice President – Head of Public Sector Germany, 乌鸦传媒 Invent
Timo is what he calls “a steward of change”, championing IT transformation processes with a wealth of experience in public administration. His expertise lies in IT governance, managing large-scale projects, driving user-centric service digitization, and meticulous vendor management.
A photo of Lena Stoffer. She has brownish long hair. She wears white top and a lining blazer and an id around the neck.

Lena Stoffer

Consultant
“What excites me most about my job as a consultant is the real impact I can make in driving meaningful digitalization. It鈥檚 incredibly fulfilling to help shape the future while collaborating with such passionate, smart colleagues. Together, we create momentum, solve complex challenges, and truly move things forward – transforming ideas into action every single day.”
A photo of Malte J眉nger smiling. He has short dark hair and a stubble. He wears light framed glasses and a white shirt with steel grey blazer

Malte J眉nger

Manager | Public Sector Deutschland,聽乌鸦传媒 Invent
“I support federal and state authorities in modernizing and digitizing their administrative processes. My focus is on utilizing innovative technologies to improve the efficiency and performance of public administration. In doing so, I place particular emphasis on creating sustainable structures that are equipped to meet future challenges. I am convinced that an efficient administration is a prerequisite for a future-proof society.”
A photo of Julian Brettschneider L谩zaro smiling. He has short dark hair. He wears dark glasses like Harry Potter and a white shirt with grey blazer.

Julian聽Brettschneider L谩zaro

Senior Consultant | Business Reinvention
“Technology is revolutionizing the public sector, making services smarter, more efficient, and accessible to all. With AI, cloud scalability, and connected ecosystems, GovTech is unlocking new possibilities for digital accessibility and innovation. I鈥檓 excited to be part of this transformation鈥攔eshaping how governments serve their people and empowering everyone through technology.”
A photo of Hortense Fricker smiling. She has just below shoulder hair and wears dark round glasses and a floral top with dark blue flowers and a sky blue blazer.

Hortense Wolff

Chief of Staff, Global Public Sector
“I am dedicated to leveraging technology to enhance public services and ensure inclusivity for all citizens. By championing innovative solutions and fostering collaboration, I aim to create an environment where every individual can engage effectively with their government, driving positive change and operational efficiency in the public sector.”