公共服务面向公众，应以可及性为先，设计为后

Accessibility first, design secondin citizen services Table ofcontents Management summary04 Management summary in plain language06 All citizens, not just some09 From plain language to adaptable content12 Spotlight on Germany15 Conclusion28 - Voice30 - Authors31 - Sources32 Managementsummary Inclusive, efficient, and impactful digitalpublic services This reflects the EU’s digital targetsfor 2030, which include thedetermination to have key publicservices 100% online. To achievethis, the aim must be to createdigital citizen experiences thatwork for everyone. websites surveyed failed to meetall eight of the specially selectedweb accessibility criteriadesigned to measure howaccessible services are to userswith specific disabilities. What do we mean by the term“digital accessibility” and why doesit matter? As the public sectorcontinues its drive to give citizensonline access to public services, it isvital that no-one is excluded due toa disability or impairment. Inclusivegovernment means providingdigital services that citizens canaccess, regardless of theircapabilities. There are basic humanrights in this digital ambition. •A more focused regional studyundertaken by Capgemini inGermany evaluated the websitesof 228 public organizations andfound that a third of them didnot provide any information inplain language. What doesthe researchtell us? Of course, digital accessibility hasbeen a legal obligation in mostcountries for many years. Butbeyond regulatory compliance,digital inclusivity has widerimplications for the impact ofgovernment services. It is anopportunity to create public value.How? By making digital channelswork better for everyone,governments can improve theadoption and reach of services.Digital accessibility is thus a leverfor both strategic impactand inclusivity. These findings emphasize theurgent need for a quicklyimplemented, scalable solution tomake the information and servicesof public organizations in Europeavailable to all citizens. We aren’t there yet. Recentresearch and monitoring exercisesshow that Europe’s public sectorstill has significant shortcomings inthe provision of content in plainlanguage, sign language, and forpeople with visual impairments. The following pages describe ourapproach to digital accessibility inthe public sector. It’s an efficient,holistic, and scalable way toaddress the current shortfall in theprovision of digital services foreveryone—and it is built onpractical steps that all governmentagencies can take. •The broad ranging eGovernmentBenchmark 2024 led byCapgemini on behalf of theEuropean Commission foundthat, on average, within theEuropean Union, 65% of all The better able citizens areto use government and localauthority websites and mobileapps, regardless of their visual,hearing, motor, and cognitiveabilities, the more effectiveand cost efficient the deliveryof public services becomes. In the UK the sunflower is a discreet sign that the wearerhas a hidden disability and may need additional support. Managementsummary written inplain language The following replicates and expands the previous pagesto illustrate text written for readers needing content inplain language Making sureeveryone canuse digitalpublic services More and more people are usinggovernment and public sectorwebsites. But how can we makesure that everyone is able to accessdigital public services via acomputer or on their mobilephone? This includes disabledpeople and those withneurodiverse conditions who mighthave learning difficulties orexperience the world differently toothers. Making this happen is what digitalaccessibility is all about. It isimportant because nobody shouldmiss out on being able to use onlineservices due to a disability. At the moment, however, manypeople cannot use digital content,especially disabled citizens. So, it isnot surprising that Europe hasseveral laws aiming to make it easyto use digital public services.Governments know they must workhard to make this happen. There is another reason why digitalaccessibility is so important. Ifonline services are easier foreveryone to use, governments canreach many more people withinformation and services. Thismakes society fairer and moreinclusive. It also improves theimpact of government policies. The more citizens who can use government and localauthority websites and mobile apps, regardless oftheir abilities, the better and more cost efficient thedelivery of public services will become. The European Union agrees withthis. It has a target to have keypublic services 100% online by2030. To hit this target,governments should aim to createdigital citizen experiences thatwork for everyone. Making sureeveryone canuse digitalpublic services stopping disabled people andcitizens with neurodiverseconditions using them. Thisincludes complicated websitesthat do not use Easy Read orplain language. How do we make suregovernment online tools workfor all citizens? We involve end users in checkingthe quality and ease-o