The government is rapidly digitising its services, yet essential services remain inaccessible to many. This is highlighted in the essay Accessible. Or is it? (Toegankelijk. Toch? in Dutch) by the Netherlands School of Public Administration (NSOB) and Utrecht University, which was commissioned by the Digital Inclusion Alliance (Alliantie Digitaal Samenleven, Dutch).
People encounter barriers when digital services fail, whether due to complex systems, difficult language, or a lack of alternatives. According to the researchers, accessibility goes beyond mere access to a website or app. The quality of service, the process, and the final outcome also matter.
No one-size-fits-all solution
The essay emphasises that there is no universal solution. People, situations, and services all differ. Therefore, there must be a focus on tailored approaches and on groups who are more likely to face difficulties, such as those with limited digital skills, low literacy, or disabilities.
Key considerations
For government organisations, the essay outlines the following priorities:
- Maintain physical and telephone service desks alongside digital services.
- Use clear language and communicate at the B1 level.
- Test digital services with diverse user groups.
- Offer proactive support more frequently.
- Establish clear agreements with private organisations that deliver public services.
More information
User Needs First put together a Service Design Toolkit consisting of handbooks and tools that support the adoption of a user-centric approach in the design of digital public services. It was compiled in collaboration with OECD OPSI Toolkit Navigator, a curated collection of freely available toolkits, methodologies and case studies for public sector innovation. Visit our dedicated Digital Inclusion page for more information.
