Web accessibility: key to inclusive public services in the digital age

Montevideo, April 7, 2025. 

In an increasingly digital world, ensuring web accessibility is no longer optional—it is an ethical, legal, and strategic obligation, especially for public services. Web accessibility seeks to ensure that any person, regardless of physical, cognitive, or sensory abilities, can navigate, understand, and interact with digital sites and applications without barriers.

Why is it crucial for public services?

Government and public agency websites and applications are the main channels for accessing rights, procedures, and civic information. If these digital environments are not designed with user diversity in mind, they perpetuate exclusion. People with disabilities, older adults, or those using assistive technologies are prevented from fully exercising their citizenship.

 At the same time, many countries already have legal frameworks that require digital accessibility in the public sector:

• Uruguay

Law No. 18.651 on the Comprehensive Protection of Persons with Disabilities establishes that the State must guarantee access to information and ICTs. In addition, since 2015, AGESIC has promoted Web Accessibility Guidelines based on WCAG as part of the digital government model.

• El Salvador

The Special Law on the Inclusion of Persons with Disabilities (2020) mandates that public websites be accessible. The country has also made commitments under the Convention on the Rights of Persons with Disabilities, reinforcing the State's duty to eliminate digital barriers.

• Panama

Law 15 of 2016, which amends Law 42 of 1999, establishes that public services must ensure access to information in accessible formats. The National Authority for Government Innovation (AIG) promotes web accessibility standards for official state websites.

• Ecuador

The Organic Law on Disabilities and the Ecuadorian Technical Regulation RTE INEN 288, aligned with WCAG, require the public sector to ensure accessibility in digital environments. The National Council for the Equality of Disabilities (CONADIS) oversees compliance.

Accessibility and the social component of the ESG approach

From the ESG (Environmental, Social, and Governance) perspective, digital accessibility is directly linked to the social component. Promoting accessible websites is not only about regulatory compliance, but a concrete expression of commitment to inclusion, equity, and human rights.

Accessibility is a way to reduce structural inequalities in access to essential services. When public digital platforms are accessible, civic participation expands, information is democratized, and no one is left behind in digital transformation processes.

 Moreover, from the ESG perspective, public and private organizations that adopt inclusive practices strengthen their reputation, build trust with communities, and demonstrate alignment with the Sustainable Development Goals—particularly SDG 10 (Reduced Inequalities) and SDG 16 (Peace, Justice and Strong Institutions).

Current trends in web accessibility

The current approach goes beyond technical compliance. Trends point to:

• Inclusive design from the early stages of the project.
• Automated evaluations and testing with real users.
• Cross-functional accessibility training for design, development, and content management teams.
• Growing use of universal design in public digital environments.

New WCAG updates

The Web Content Accessibility Guidelines (WCAG) are the international standard. In 2023, the W3C published WCAG 2.2, which includes improvements for people with cognitive disabilities, reduced mobility, and mobile users.

 Highlights include:

• Accessible controls on touch screens.
• Improvements in complex forms.
• Barrier-free authentication.

The W3C is currently working on WCAG 3.0, with a more flexible and contextual approach.

Sofis Solutions' commitment to digital accessibility

At Sofis Solutions, we understand that web accessibility is not just a technical matter, but a powerful tool for social inclusion, especially in the context of the public sector. That’s why every digital project is approached with a people-centered perspective, ensuring that access to technology is not a privilege, but a right.

Our approach includes:

• Accessible design from the early stages of the project.
• Ongoing validation with automated tools and manual review.
• Participation of real users with diverse abilities in usability testing.
• Continuous internal training in digital accessibility, plain language, and inclusion.
• Evaluation supported by intelligent analysis tools.
• Continuous improvement plan with prioritized recommendations for government environments. 

This commitment is part of our sustainability strategy and is aligned with the Social component of the ESG approach.

Advancing web accessibility in public services is building a fairer future. It not only improves the digital experience for citizens, but ensures legal compliance, strengthens inclusion, and directly contributes to the social commitments of the ESG approach. It is, ultimately, a concrete way to translate technology into rights.