WCAG 2.1 AA Extends Beyond a Website; It is the Foundation of Your Organization

Title II of the Americans with Disabilities Act (ADA) mandates that state and local governments ensure their "services, programs, and activities" are accessible to individuals with disabilities. This requirement explicitly includes services, programs, and activities offered online and through mobile applications. The term "state and local governments" encompasses agencies, departments, special purpose districts, transportation authorities, and other commuter agencies.

Main Themes and Important Ideas/Facts:

1. Technical Standard — Understanding WCAG 2.1, Level AA.
2. Scope of Application — This rule applies to web content and mobile apps provided or made available by state and local governments, including content delivered by contractors or vendors on their behalf.
3. Compliance Timelines — When does my organization need to comply with these requirements?
4. The 5 Exceptions — The rule outlines specific, limited exceptions where certain types of content are not required to meet WCAG 2.1, Level AA.
5. Compliance Testing & Training — How can I establish a framework to meet these requirements within my organization?
6. Application Assistance — What current technologies can help ease the compliance burden on my organization?

Putting the "Human" back into Government Digital Services

Today, citizens expect government services to be as seamless and efficient as those provided by the private sector. However, many government platforms do not meet these expectations, resulting in frustration, disengagement, and a growing sense of lost transparency and trust. Simply following the examples set by peers does not improve services; instead, it perpetuates poor practices and non-compliance among leading vendors in the public sector.

Neglecting to prioritize user experience in government digital services can have serious consequences. It is crucial to consider how citizens personally interact with these services. Government staff must ensure that citizen services are practical, but also accessible and user-friendly. By emphasizing the user experience (discovery, design, delivery, and measurement), we can significantly improve service effectiveness and rebuild public trust, ensuring that our digital services genuinely meet the needs of the people they serve.

How can government agencies create interactive experiences with citizens? Examples will include online services, internal services, design thinking approaches to identifying root causes, and methods for facilitating both formal and informal responses from citizens. By focusing on these strategies, government agencies can develop digital communications that engage and empower citizens, ensuring that services are effective, accessible, and centered around the community's needs. Here are some methods:

- Citizen Surveys
- Customer Journey Map
- Fly-on-the-Wall Observation
- Gorilla User Testing
- Service Design Blueprints

After these examples we will open up for group discussions. The main question being proposed to the group, how do you engage with your citizens to understand their needs and pain points, so your government agency can develop solutions that are not only innovative but also practical and effective?