Digital services are an important part of the public sector, and central to solving real-world issues.
Not everyone has the same level of experience or access to technology, so it makes sense that digital services are designed to address a wide range of needs.
A key part of doing this is ensuring that they don’t have any hidden barriers based on unwanted inaccessibility.
Over the past two years – thanks to the pandemic-, governments have committed to improving digital inclusion and making sure that all citizens can use essential digital services.
Any new system that is created can only be a success if it’s actually accessible to all and used by them.
Access to digital services has never been greater, and that’s something we should all be celebrating.
But when you compare the demographics of those signing up for and using these services with the population as a whole, it becomes clear that not everyone is benefitting equally from all this change.
We need technology to be accessible, understandable and usable by everyone
The digital age has brought with it a whole new language.
In some ways, we are all richer for it, but it has also created barriers for those who find “digital” unfamiliar and intimidating.
As a result, there is a danger that public services — many of which are now delivered online only — are excluding people who lack the technical skills and confidence to use them or can’t access these for one reason or the other.
This is not only unfair, but it is also bad for the economy.
If people cannot access government services online, they lose confidence in them, which undermines the credibility of digital government as a whole.
The need for accessible technology is particularly important when designing and building public services, which should be designed with everyone in mind.
If you build public services for everyone, you build them for no one in particular!
Making digital services more inclusive
1. Using data to power inclusion
To serve an increasingly diverse population, the government should consider how it can use data to ensure that everyone has access to the same services and opportunities.
To do this, agencies must understand who they are serving and how people interact with their services.
There are three main ways in which governments can use data for inclusion.
- Governments need to understand how their citizens interact with their services
- Collecting this information can help governments identify the location of vulnerable communities
- Government can also use data collection to better understand the needs of citizens with disabilities or those who face other barriers
2. Making services accessible
People with disabilities have long been marginalised by bad design and inaccessible technology.
Even today, some websites and apps are all but impossible for disabled people to navigate.
Governments should ensure that all citizens have equitable access to digital services – irrespective of their income or geographic location – by creating a digital inclusion code for all public services, including health, social care, education and transport.
After all, digital access is about more than just getting information and services.
It’s also about being able to participate and contribute to the operations of the country.
If people don’t have the means to get information into their hands, they can’t participate in an informed decision-making process.
3. Improving digital literacy
I believe that one of the most important things governments can do to help citizens be more digitally fluent is to improve their digital literacy.
Through free training sessions at libraries and community centres, governments could give citizens the skills to feel confident in using digital services like healthcare booking systems or citizen reporting apps.
It’s vital that everyone is able to use new technologies.
But making sure that services are inclusive isn’t as simple as putting a few apps in an app store and hoping for the best.
If we want everyone to be able to use digital services, governments have to start with the basics.
That means improving digital literacy and internet access and building infrastructure and services that take into account people’s needs.
Digital skills allow people to access public services online, which can help them get the benefits they’re entitled to, renew their passports or even apply for jobs.
Inclusivity isn’t about making things cheaper – it’s about creating better experiences for people!
In this light, the importance of accessibility in digital services becomes readily apparent.
The government and its various agencies must utilise accessibility testing when creating new digital services to ensure that all citizens can benefit from the projects, regardless of their disabilities or circumstances.
Furthermore, these bodies must also educate citizens about accessibility concerns to raise these issues in a meaningful way.
With increased public awareness and educational material, the government can help make digital services more accessible and foster a broader culture of inclusion.
Source:
https://www.govtech.com/gov-experience/how-can-government-make-digital-services-more-inclusive
https://freshworks.io/how-digital-government-promotes-inclusive-accessible-services/
