Expanding accessibility: How local governments can digitize inclusively

Today, people use online channels to do almost everything, from shopping to receiving public health announcements. In this unstoppable path toward digital adoption, local governments must grapple with how they will meet their citizens’ changing needs, behaviors and expectations. With almost 1/3 of people worldwide viewing digital offerings as a top way governments can improve, local governments can seize this opportunity to strengthen their relationship with their communities. As the appetite among citizens for digital public services grows, local governments face the unique challenge of harnessing technology that is at the same time efficient and effective without excluding or leaving anyone behind.

To capitalize on the digital transformation projects stood up during the COVID-19 pandemic, local governments should look beyond quick fixes and instead step back and consider how to implement sustainable, equitable e-government services. First, let’s look at the state of digital accessibility, then take a closer look at expanding our definition to reach digital inclusion and finally, steps toward building an inclusive digital transformation of local governments.

The state of digital accessibility
Digital transformation was born out of the private sector, taking shape from consumer demands. Private businesses design their digitization frameworks for their target audiences. For local governments, the target consumer is the entire municipality, requiring agencies to deliver digital services to citizens of all abilities. Digital accessibility, as it relates to the Americans with Disabilities Act, refers to providing equal access to individuals with disabilities. Civic leaders must think about the accommodations needed for people experiencing barriers of access due to vision, hearing or mobility when consuming digital technology.

When you consider important demographics in the U.S.—like 26 percent of adults have a physical or mental disability, 11.6 percent of people live below the poverty line, and 16.9 percent are over 65 years old—it becomes clear that accessibility needs to permeate every decision you make or you risk exacerbating existing digital inequities and alienating citizens.

Looking beyond accessibility
Digitalization is not an all-or-nothing option for local governments. To fulfill their responsibility to serve and engage all citizens and foster trust, government leaders must look beyond accessibility and prioritize inclusion in their digital transformation. Digital inclusion refers to the activities necessary to ensure that all individuals and communities have access to and use of information and communication technologies. Research shows that existing gender, racial and economic inequalities are more likely to be replicated in the digital world and parallel the digital transformation of the private sector. This is despite important advances in moving beyond a focus on digital access toward a more holistic understanding of inclusion that considers abilities, awareness and agency.

Inclusivity in accessibility is not an add-on or an afterthought. It needs to be considered from the onset. As government websites and services become portals for an emerging interface of public administration, you should make it common practice to look at how your formal accessibility frameworks are delivering beyond standard compliance. Given the size and scope of this undertaking, you should consider two critical guidelines. One, adopt the idea of serving the public inclusively across your entire agency; two, bake web and administration accessibility into everything you do. Make inclusion and accessibility by design your guiding principle.

How to implement an inclusive digital transformation
What will it take for local governments to digitize inclusively? For starters, the internal teams focused on digital transformation must include employees with diverse backgrounds, experiences and perspectives. When considering your digital inclusivity frameworks, it’s essential to have team members that can prioritize the experiences of underrepresented people as they work. Of course, diversity on a team must be reinforced with inclusive practices, such as fostering a workplace culture where everyone feels comfortable contributing and speaking up.

After a team is assembled, kickstart your digitization efforts with the people who matter most—citizens. Conduct user research across a diverse set of citizens. Take time to understand their needs and challenges and what that looks like in the context of digital government services. For example, as local governments look to stand up digital payment infrastructure for their citizens, agencies must consider financial inclusion, digital and financial literacy and those with disabilities and other marginalized groups. Research shows that digitizing government payments often fast-tracks financial inclusion by providing the otherwise unbanked with access to formal financial services. But to really close the gap, local governments must complement payment digitalization with programs that build digital and financial literacy. In other words, inclusion necessitates a holistic approach that goes beyond software and user experience, requiring ongoing education and support for citizens of all backgrounds. Local governments should also consider payment management software that feature solutions to meet people where they are, supporting in-person payments, streamlined transitions and online payments.

Digitizing government services also requires a phased approach. Don’t throw everything out and build digital first. Instead, create digital solutions that are accessible and supplement historic offerings like mail-in or phone call systems. A study by the Tony Blair Institute for Global Change suggests an inclusive, digitized government must include accessible solutions across the evolution of technology. When considering your agency resources and services, be weary of digitizing too quickly and eliminating processes that work for your constituents. As digital solutions are phased in, prioritize simple and clear solutions and follow guidelines and standards like the Web Content Accessibility Guidelines.

Local governments’ successful digital transformation requires combining these practices and an ongoing commitment to prioritizing inclusion as new digital solutions emerge. Strong coordination across government agencies, citizens and the private sector will be necessary to build an inclusive digital infrastructure that engages citizens and communities.

Nick Stevens is senior director of product management at ACTIVE Network. With more than a decade of experience at ACTIVE Network, he is responsible for product management and go-to-market strategy for new and existing product offerings, partnerships, and international corporate development. Stevens often partners directly with local and state government customers to identify challenges and develop solutions.