Criterion 4. Make it accessible

Criterion 4 – Make it accessible

Accessible digital design makes sure all individuals engage with digital services and content.

Your responsibilities

To successfully meet this criterion, agencies need to:

make digital service accessible
comply with legislation and standards, including the:
- Disability Discrimination Act 1992
- latest version of the Web Content Accessibility Guidelines (WCAG)
- Australian Government Style Manual.

When to apply

Apply Criterion 4 across the Service design and delivery process to ensure accessibility is considered at all stages: for example, prior to procurement and as the service evolves.

Questions for consideration

Is the digital service designed to accommodate various assistive technologies?
Have we provided alternate formats and multiple pathways for information?
Are we regularly testing and refining digital interfaces to address any emerging accessibility challenges?
Have new procurements and contract renewals considered accessibility and inclusivity?
Are we promoting the importance of accessibility in our community?

How to apply criterion 4

- Make content accessible: Simplify language, provide consistent navigation, and minimise distractions on interfaces to help users access content. Use proper heading structures, descriptive links, and alternative text for images to enhance the user experience. Offer multilingual support to cater to a diverse range of users and make sure translations are accurate and maintain the same level of accessibility.
- Leverage technology: Leverage Australian Government technology options and anticipate how emerging technologies, such as artificial intelligence impact accessibility. Use automated accessibility testing where appropriate, in addition to testing services with real people. These tools can help identify common issues and streamline the testing process.
- Keep technology compatible: While services may be inclusive, they can remain inaccessible if they do not work with the tools users rely on. To mitigate this, keep your technology compatible with assistive technologies such as keyboard inputs, voice commands and screen readers. Update software, plugins and third-party tools as your service evolves. As new features are deployed, provide users with time to learn not only the new features of the service, but also how to use them with assistive technologies
- Ensure accessibility in procurement: When procuring services, determine if the proposed solution can be used by everybody. Include accessibility requirements in your procurement processes so vendors adhere to accessibility standards when developing components for your digital services. Where appropriate, refer to established standards.
- Train your team: Make sure teams are well-versed in accessibility principles that empower them to incorporate best practices throughout the service lifecycle. Engage with accessibility experts during the design and development process and use their insights to overcome potential accessibility challenges.
- Regularly update documentation: Keep accessibility documentation current. This includes guidelines, standards and resources. Provide accessible support resources such as tutorials and contact information that will empower users to find the help they need, when they need it.
- Understand applicable legislation as well as best practice: Apply the legislation or policies relevant to your service including the Disability Discrimination Act 1992, the latest version of the Web Content Accessibility Guidelines (WCAG) and the Australian Government Style Manual.

Guidance to make it accessible

Consider the assistive technologies required for diverse user groups:
- Prioritise assistive technology when planning and designing your service and consider including technologies that will assist your users. Assistive technology can be applied across various services.
- Test assistive technologies with users to make sure they meet user needs. Make sure the service is compatible with tools such as screen readers, keyboard inputs and voice commands tools.
- Make sure all users can find and use content and provide alternative types of content to meet user needs.
- Regularly test and refine digital interfaces to address emerging accessibility challenges, using automated tools and real-user feedback.
- Consider accessibility and inclusivity in all new procurements and contract renewals and make sure vendors adhere to established accessibility standards.
- Engage with accessibility experts and incorporate their insights in the design and development process.
Comply with legislation, standards and best practice:
- Design the service in line with the Disability Discrimination Act 1992.
- Make sure the service meets or exceeds current requirements for the Australian Government, including Web Content Accessibility Guidelines (WCAG).
- Create content in line with the Australian Government Style Manual.
Document your findings and recommendations on how to apply criterion 4:
- Make sure the proposal is compliant with current accessibility legislation and standards from the outset.
- Ensure the proposal confirms accessibility by testing usability with real users and verify the service meet required standards.
- Use the Digital Capability Assessment Process (DCAP) template to report on meeting the criterion.
- Make sure the data is collected and documented in a centralised knowledge repository.

Digital Inclusion Standard