Make Constituent Services More Accessible

Accessibility ensures that all citizens, regardless of their circumstances, can understand and utilize the support available to them. Prioritizing accessibility also enhances civic involvement and promotes equity.

In short, understanding how to improve accessibility helps government agencies to better fulfill their mission of serving the public.

During our recent CX Community of Practice, Michelle Pinsky, UX Designer, Virginia Information Technologies Agency, joined us to offer advice and strategies for meeting your agency’s accessibility goals. Below are a few key takeaways, along with the full recording.

1. What are some of the requirements or mandates that agencies must follow when it comes to accessibility? There are two main relevant Federal laws, and the ADA is the newer law, Pinsky explained. “It guarantees that people with disabilities have the same opportunities as everyone else. This means that not only can they participate, but they have the opportunity to participate in these programs and services in the same capacity that someone without a disability would.”
2. How can agencies identify the services that pose particular accessibility barriers? Pinsky suggested examining the services that receive the most traffic. “You’re going to have to work with a team holistically to determine what gets done first, but that’s a good place to start.”
3. What advice do you have for agencies that are trying to be more accessible, and what pitfalls should they avoid? “Be aware that while automated tools are useful and can help, disability and accessibility are inherently a human thing,” Pinsky noted. “No automated checker, no matter how advanced, is going to be able to tell you everything.” Another piece of advice? “Don’t panic,” as even if you have a laundry list of items to add or update to make your agency more accessible, you can take it piece by piece.
   

Don’t forget to sign up for next month’s CX CoP topic, Balancing Efficiency and CX: Strategies for Success, on August 11 at 4 p.m. ET.