Written By: Bernadette Fitzsimons, Senior Director, Product Development, Cúram
Exploring the benefits of accessible design in the public sector for governments, case workers, and those in need of benefits
Imagine trying to access essential services like housing benefits or food assistance through a platform that feels almost impossible to use. Now consider that this challenge doesn’t only affect users with disabilities, but also those navigating temporary obstacles—a broken arm, older adults managing changing abilities, or anyone using a device in challenging environments, from mobile phones in bright sunlight to noisy workplaces.
Accessibility matters, whether it’s an individual applying for vital benefits through a government portal or a caseworker using it day-to-day for their work. An accessible system can help reduce barriers to accessing care, as well as provide a level playing field for staff, no matter their background.
Accessibility (often abbreviated as “a11y”) is not just about compliance; it is about creating equal opportunities for all and empowering everyone to access what they need, when they need it. When it comes to digital services in public sectors, especially in social services, accessibility isn’t just a “nice-to-have” feature; it is the key to serving populations in need of support.
Let’s explore why digital accessibility should be a central strategy for organizations, especially those involved in public services.
Why Accessibility is for Everyone
When many people hear the word accessibility, they often think of individuals with visible disabilities. While it is critical to meet these needs, accessibility benefits everyone, including those with cognitive or temporary impairments, older adults, and users in challenging environments, among many other cases. Here are just a few examples of how accessibility goes beyond disabilities:
- Older adults: Aging populations benefit from features such as enlarged text, easily navigable web pages, and color contrast-optimized designs to simplify use, as well as assistive technologies such as screen-reader functions, and audio descriptions.
- Temporary disabilities: Even if a user has a temporary limitation, for example, a broken hand, this can cause accessibility issues. These users will benefit from accessible features in digital products such as voice navigation or simplified input, that can improve their experience.
- Situational barriers: Loud environments, low-light areas, or the use of mobile apps while on-the-go can all create barriers to access digital content, and showcases how accessible content, with captions or adjustable brightness, can benefit all users.
The New York Human Resources Administration (NY HRA) is an example of good design in human services. To improve the process of applying for the Supplemental Nutrition Assistance Program (SNAP), the NY HRA changed its delivery model from one that required multiple in-person visits to one that allowed citizens to apply for and manage benefits and services from multiple channels. Allowing people to access services in the way that best suits them, whether that’s online or in-person at a government center, is user-centered design in action.
The platform they use also supports special services for the visually impaired, an example of accessible design that can benefit other users too, such as those on smartphones accessing services on a small screen, or those using their devices outside in bright light where visibility becomes difficult.
The takeaway? Good design is accessible design.
Accessibility Benefits Governments, Organizations, and Users
It isn’t just about meeting legal accessibility requirements like the Web Content Accessibility Guidelines (WCAG) or adhering to the Americans with Disabilities Act (ADA). Accessibility is a strategic imperative. By prioritizing accessibility, governments and organizations unlock tangible benefits that go far beyond compliance.
Key outcomes of digital accessibility in social services
- Equal access for all citizens: Accessibility ensures no one faces barriers when accessing platforms designed for vital services, providing every citizen an equal opportunity to benefit.
- Improved user experience: Simplified, accessible designs lower cognitive load and improve usability for all audiences. Accessibility features like alt text and screen-reader support make platforms universally intuitive.
- Operational efficiency: For caseworkers in the public sector, accessible digital tools translate to more streamlined workflows, allowing them to focus on on those seeking support.
- Future-proof compliance: Accessibility standards like WCAG evolve over time. Designing with forward-thinking accessibility guidelines ensures your digital platforms remain relevant and compliant.
- Innovation and excellence: Making accessibility foundational often leads to unexpected innovations. Ambitious organizations use accessibility as a benchmark for excellence. For instance, the programs of Social Security Scotland have received multiple awards for their thoughtful, user-centric approach.
Three Key Principles for Accessible Design
At Cúram, we believe accessibility is essential for creating accessible designs that work for everyone. That’s why we’ve pulled together three key principles to guide the way we approach designing for accessibility. This goes beyond the WCAG POUR principles of perceivable, operable, understandable, and robust, to support the sustainable creation of accessible platforms with longevity.
Discover our three key principles for accessible design.
Creating Accessible Human Services Systems That Work for All
Accessibility efforts go far beyond meeting the needs of people with disabilities—they benefit everyone. By focusing on accessibility, we create systems that are easier to use, more intuitive, and better suited for a wide range of people and circumstances.
In the public sector, particularly in human services, accessibility-centered design is essential. It reduces barriers that prevent individuals from fully participating in society, ensuring fair access to vital services for all. By addressing accessibility from the start, we create systems that are empowering, responsive, and functional for everyone—whether they are navigating complex healthcare options, seeking government assistance, or accessing community resources.
This approach doesn’t just make services better for those with disabilities; it improves usability and effectiveness for everyone, fostering a fairer society where participation and opportunity are universal. When accessibility drives service design, we build systems that reflect the wide range of the people they serve, breaking down barriers and setting a standard that benefits all stakeholders.
About the Author
Bernadette Fitzsimons
Senior Director of Product Development at Cúram
Share this post on your social media accounts: