At this year’s Digital Government Expo, accessibility took centre stage in the Citizen Experience Theatre, where a panel of experts came together to discuss the reality of digital access in the public sector. As government services continue to digitalise, ensuring they work for everyone has never been more important. But are these services truly inclusive, or do they still leave some users struggling?
Amy Low, Chief Executive at AbilityNet, and Chris Heathcote, Product Manager, Accessibility Monitoring at the Government Digital Service (GDS) tackled these questions head-on, with Jos Creese moderating. The conversation looked at where there has been progress, what obstacles still exist, and what concrete actions are required to completely integrate accessibility into digital services provided by the public sector.
The discussion began with an honest assessment of the current state of accessibility in the public sector. While there has been progress, with many organisations now having a better understanding of their digital estates and a push toward mobile-friendly designs that often improve accessibility, significant gaps remain. Many public sector websites and apps still fail to meet accessibility standards, despite regulation requiring them to do so. The panel noted that while most organisations want to make their services accessible, they often lack the time, resources, or support to achieve this goal.
One of the key challenges highlighted was the inconsistency in accessibility across different services. For example, some government portals rely heavily on CAPTCHA verification, which can be inaccessible for users with visual impairments or cognitive disabilities. Without alternative verification methods, these users are at times effectively locked out of essential services. Similarly, some application processes that require users to upload documents in specific formats, without clear guidance or support, disproportionately affect elderly users and those less familiar with digital tools.
Neurodivergent users also face significant challenges, particularly when navigating inconsistent interfaces or poorly structured online forms. These design flaws can lead to confusion and frustration, often preventing users from completing tasks independently. The panel emphasised that accessibility issues are not just minor inconveniences—they can prevent people from accessing vital public services altogether.
A recurring theme throughout the discussion was the importance of designing accessibility into services from the outset, rather than treating it as an afterthought. Accessibility should be a core design principle, not a last-minute compliance checkbox. Co-designing with users who have accessibility needs, conducting regular testing, and building flexibility into services from the start were all highlighted as essential steps toward creating truly inclusive digital experiences. This also highlighted the economic benefits of accessibility. Designing services with accessibility in mind from the start is far more cost-effective than trying to fit them in later.
The panel also stressed the importance of maintaining accessibility over time. Even well-designed services can become less accessible as updates and changes are introduced without considering their impact on users. To address this, the need for continuous accessibility reviews, user feedback loops, and clear accountability within organisations was emphasised. The panel noted that while some organisations see improvements when accessibility is initially addressed, these gains can quickly fade without a sustainable approach to maintaining compliance.
A significant challenge discussed was the accessibility of third-party tools and apps used by public sector organisations. Many of these tools are procured without proper accessibility testing, leaving public sector bodies to conduct their own audits—a process that is both inefficient and resource-intensive. The panel called for a more collective approach, such as creating an approved list of accessible tools and apps, which would encourage suppliers to prioritise accessibility and reduce the burden on individual organisations.
The role of disabled users in the design process was another critical point. The panel highlighted the absence of disabled user voices in many digital service designs, despite the fact that their feedback is essential for understanding whether a service is truly accessible. Co-designing with disabled users and involving them in user research are key in creating more inclusive services.
The session concluded with a powerful message: accessibility is not just a technical requirement—it’s about creating services that work for everyone. As digital government continues to evolve, inclusivity must be embedded in every decision, from policy to product design. By prioritising accessibility at every stage, co-designing with users, and fostering collaboration across sectors, the public sector can create digital services that leave no one behind.
Ola Jader
