Gartner Research

3 Steps to Improve CX Through a Government Application Accessibility Program

Published: 07 May 2019

ID: G00389662

Analyst(s): Bill Finnerty


In increasingly inclusive societies, CIOs shouldn’t view accessibility of services as just an obligation to avoid lawsuits and damage to the organization’s reputation. Instead, it should be seen as an opportunity to improve the customer experience.

Table Of Contents
  • Key Challenges



  • Leverage WCAG 2.0 (AA) or Applicable Laws (at a Minimum) to Establish Standards and an Accessibility Policy
  • Ensure That Employees and Contractors Are Aware of the Accessibility Standards and Have the Tools to Implement Them
  • Incorporate Accessibility Requirements Into Procurement by Working With the Procurement and Legal Departments to Establish Standard Language for RFPs and Contracts

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