Inside the Digital Request (Part 3): Accessibility by UX Design

Digital government services aren’t new, but the expectations around them are changing fast. Residents today manage every aspect of their lives online. They pay bills, register for programs, and submit service requests around the clock from their preferred devices. They expect the same seamless experience from their local government that they’ve come to rely on from their bank or their favorite eCommerce retailer.

Yet far too many local governments fail to meet the expectations set by the private sector. Forms that aren’t screen reader-friendly, portals that aren’t translated into other languages, or websites that are challenging to navigate from a phone can all turn simple tasks into frustrating barriers. For residents with disabilities, limited English proficiency, or no desktop access, those barriers can mean exclusion from essential services.

When local governments design for accessibility from the start, they make every interaction smoother, faster, and more inclusive. They also build something more essential: Trust.

The third installment of our Inside the Digital Request series explores how accessibility and user experience (UX) design intersect to create digital services that truly work for everyone.

Catch Up on Parts 1 and 2 of Inside the Digital Request

• Part 1: The Amazon Effect examines how customer expectations are influencing government service delivery. Residents now expect intuitive digital tools, real-time updates, and 24/7 access—the level of convenience they experience in the private sector. When governments meet this standard, participation and satisfaction rise.
• Part 2: From Blackhole to Beacon focuses on the role of communication and transparency in 311 request systems. When residents can track their requests in real time, receive personalized updates, and watch as issues are resolved, their trust in government grows.

In Part 3, we turn our focus to the foundation that makes it all possible: Built-in accessibility.

Accessibility Is Equity

Accessibility is fundamental to equitable public service delivery. When digital tools are accessible, every resident can fully participate in civic life.

Who’s Affected

• Residents with disabilities: According to the Centers for Disease Control and Prevention (CDC), 1 in 4 U.S. adults live with a disability that may affect their vision, hearing, mobility, or cognition. For these residents, accessibility features are a necessity for participation in government services.
• Non-English-speaking residents: More than 60 million people in the U.S. speak a language other than English at home. Without multilingual tools, governments risk leaving out entire populations who rely on translated or localized content to navigate essential services.
• Mobile-only users: Millions of residents rely entirely on smartphones for internet access. For them, poorly optimized websites can make the difference between being connected to city services and being left behind.
• Residents with low digital literacy: Complicated layouts, small buttons, and unclear instructions can discourage engagement while amplifying resident frustration.

What Happens When Services Aren’t Accessible

When digital services aren’t inclusive, residents face invisible roadblocks. A form that isn’t mobile-friendly might prevent a working parent from submitting a request during their free time. A lack of translation might force a resident to rely on a neighbor for help. Missing alt text might mean someone using a screen reader never receives critical updates related to road closures or utility outages.

Over time, small barriers accumulate, creating large inequities. Residents begin to view their local governments as hard to reach or unresponsive. Even if your staff is working tirelessly behind the scenes, their efforts will likely go unnoticed.

When accessibility and equity intersect, communities thrive because every resident can take part in civic life.

Why Accessibility Improves Equity

Accessible design helps promote a government in which:

• More people can self-serve, completing essential tasks independently without waiting in line during office hours.
• More diverse populations can participate in civic processes, from signing up for seasonal programs to submitting permit applications.
• Services are designed for a broader audience, encouraging all residents to engage.

The Accessibility Landscape

Accessibility in government is a best practice, a legal requirement, and a public expectation. Residents increasingly assume their governments will make online services usable for everyone. Meeting that expectation requires understanding the key standards shaping accessibility today.

Web Content Accessibility Guidelines (WCAG) 2.1 AA

The WCAG 2.1 Level AA standard is the benchmark for accessible web design. It outlines clear, measurable criteria for keeping web content usable for people with disabilities, including:

• Alt text for images and non-text elements
• Logical page structure compatible with screen readers
• Keyboard navigation for those unable to use a mouse
• Sufficient color contrast between text and background elements
• Flexible text scaling and responsive design

Falling short limits access for residents and increases exposure to legal risks.

Federal Oversight Is Increasing

The Department of Justice (DOJ) has made it clear that Title II of the Americans with Disabilities Act (ADA) applies to digital spaces. The Department of Housing and Urban Development (HUD) has also tied digital accessibility to fair housing and equitable community development, signaling that accessibility is integral to broader equity goals.

Recent lawsuits—affecting a Texas county and a California university, among others—underscore how digital inaccessibility can lead to compliance violations and reputational harm.

Accessibility is no longer optional. It’s now a defining factor in how governments and public agencies are judged by their residents and regulators alike.

Accessibility and Resident Engagement

Accessibility is one of the strongest drivers of trust, satisfaction, and engagement in digital government. CivicPlus research shows that residents who find their local government’s website easy to navigate report significantly higher levels of trust and a clear majority—63%—say accessibility features are highly important for their online experience.

Higher Completion Rates

Accessible interfaces lead to fewer drop-offs. When forms are designed simply, pages load quickly, and mobile layouts are intuitive, residents are more likely to complete their requests, payments, and applications successfully. That translates directly into higher engagement and smoother service delivery.

Fewer Support Calls

Accessibility also lightens the load for staff. When residents can navigate online services independently, calls to the help desk drop, and staff members have more time to focus on high-impact community work.

Better Satisfaction and Trust

When digital tools feel inclusive, residents perceive their local government as competent and supportive. In fact, residents who say their municipal website is very easy to use are four times more likely to be satisfied with their community overall, illustrating how strongly usability influences broader civic sentiment.

Resident Self-Service: Empowerment Through Accessibility

Accessibility fuels resident self-service, turning digital tools into vehicles for empowerment. When interfaces are intuitive and inclusive:

• Residents can manage essential tasks like paying bills, renewing permits, or reporting issues without waiting in line or calling an office.
• Individuals with mobility limitations, limited English proficiency, or busy schedules can still access the same services as everyone else.
• Governments often see improvements in data accuracy thanks to cleaner submissions.

Self-service doesn’t replace human connection but enhances it. It gives residents greater control and autonomy while allowing staff to focus on solving larger community challenges instead of processing paperwork.

It’s About More Than Checking a Box

Accessibility isn’t a “one and done” compliance task. It’s an ongoing cycle of testing, feedback, and improvement. It’s essential for governments to continually:

• Audit content and design for accessibility gaps
• Test sites and services with assistive technologies
• Solicit feedback directly from residents

Inclusive design is a journey, not a checklist. As resident expectations evolve, accessibility must evolve with them.

Designing for Everyone: Accessibility by UX

Accessibility doesn’t begin with a policy or line of code. It begins with thoughtful, user-centered design choices. Every font, form field, and color contrast decision helps determine whether a resident can successfully interact with their local government.

Key UX Principles for Accessible Government Services

• Clear, predictable navigation: Residents shouldn’t have to guess where to click. Consistent menus, clean layouts, and predictable page hierarchies help everyone easily find what they need.
• Mobile-first layouts: Design with the devices residents use every day in mind. Mobile-first layouts help ensure services are fully functional and readable on smaller screens, with well-spaced tap targets and fast load times.
• Readable content: Plain language is friendlier and more accessible. Break information into short paragraphs with clear headings, use everyday language, and avoid unnecessary technical terms.
• High-contrast and flexible text sizes: Text should stand out from backgrounds, and users should be able to zoom without losing context. Avoid using color alone to indicate meaning—always pair it with clear icons or labels.
• Assistive technology compatibility: Ensure full keyboard navigation, use semantic HTML, and label every button and field for screen readers.
• Multilingual support: Language access is a cornerstone of inclusion. Offer clear, easy-to-find translation options and ensure translated content reads naturally. Avoid using automated tools that can limit nuance in translations.

Why Accessible UX Matters

Poor UX often creates hidden accessibility barriers. Even when a site technically “passes” accessibility tests, it may still confuse or overwhelm users. Accessibility by design helps create smooth digital experiences that leave no residents behind. It’s good for equity, efficiency, and engagement.

Accessibility in Action: How CivicPlus® Can Help

Accessibility begins with mindset, but success depends on tools that make it real. CivicPlus designs technology that empowers residents to engage easily and independently, from submitting a 311 request to paying a water bill.

Service Requests and Issue Reporting: SeeClickFix 311 CRM

Modern 311 systems have revolutionized how residents interact with their local governments. Instead of wondering whether an issue was received or resolved, residents can now follow requests from start to finish.

SeeClickFix 311 CRM supports access and engagement through:

• Multichannel access: Submit via web, mobile app, chatbot, or phone call and reach a single, united workflow.
• Mobile-optimized design with geolocation: Report an issue on the spot, with accurate location data.
• Real-time updates and two-way communication: Build transparency and accountability through real-time notifications.
• Duplicate detection and smart routing: Prevent confusion and speed up response times.

Accessible design across its resident-facing web and mobile interfaces empowers residents to make their voices heard—from anywhere, on any device.

Billing and Payment Portals: Utility Billing

Utility billing is one of the most frequent—and often one of the most friction-filled—resident touchpoints. Confusing bill layouts, limited payment options, and manual workflows all contribute to unnecessary frustration for both residents and staff. CivicPlus Utility Billing modernizes this experience with accessibility built in, reducing confusion, expanding payment flexibility, and streamlining the end-to-end process for everyone involved:

• 24/7 self-service: View balances, set up autopay, and make secure payments any time.
• Readable, clear bills: Simplified layouts and icons reduce confusion.
• Automated alerts: Reminders and due-date notifications keep residents informed.

The result: Fewer late payments, fewer calls, and a better overall resident experience.

Resident-Centered Outcomes

When accessibility is built into digital services, the benefits are shared by residents and staff alike.

• More trust in public systems: Clear, transparent tools demonstrate accountability and care.
• Fewer calls and errors: Accessible design reduces confusion and administrative overhead.
• Greater confidence and independence: Residents feel empowered to act on their own.
• Wider participation: More residents can engage directly with their government.

Accessibility strengthens the bond between residents and their local governments, transforming digital tools into community assets.

Learn More About Transforming Resident Accessibility

For additional insights on the value of prioritizing accessibility and actionable best practices for better engaging with residents, check out our eBook on Modernizing Utility Billing and our on-demand webinar, Zoning in on Equity.