Build inclusive services
Government services are not usually optional for people, so they often need to be accessible to everyone. Services should meet or exceed accessibility standards and be inclusive by design. No person should be excluded by service, which means there will always be a need for offline options to complement online channels. Design omni-channel services, and verify that needs have a pathway to the service. Users with distinct needs should be engaged from the outset to verify what is delivered will work for them. In any project that you do with the government, even if they aren’t asking for it, you need an answer to the question “Is this an inclusive service?” and if not, then what are the alternative options.
Questions to ask:
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Do you know who all the potential users of the service are? Is this system or service inclusive for all those users?
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Have you taken into account different language and literacy requirements for end users?
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Have you involved diverse representation of your users in the design and testing of your system or service?
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Can users get access to an assisted version of the service (such as in person, or over the phone) as well as by self-service online?
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Are there minimum legal requirements around accessibility or access for this government customer?
