Automation is rapidly transforming the way governments operate, promising efficiency and convenience. However, data reveals that in some cases, this technology is creating gaps in accessibility for people with disabilities.
A recent Justice Department ruling mandating digital accessibility for state and local websites underscores the urgency of the need for cities to prioritize inclusivity in technological advancements.
To understand these challenges and explore potential solutions, Government Technology spoke with Tony Stevens, vice president of communications at the American Foundation for the Blind (AFB), to discuss how to navigate the digital age. It sheds light on the lived experiences of people with disabilities.
Kiosks are common obstacles
AFB’s recent study, “Barriers to Digital Inclusion 2,” found that kiosks in particular pose many digital barriers for people with disabilities.
In the study, 20 blind or partially sighted participants completed daily diaries for 10 days to record the barriers they encountered.
Results: People with visual impairments experience some type of barrier 44% of the time they interact with kiosks. The problem is that devices are often not configured to be compatible with assistive technology.
Stephens said he has personally experienced issues with visual design-oriented kiosks that lack tags and the underlying programming for accessibility tools to access the information on the screen. . Some don't have built-in speakers or the option to connect headphones for operation without vision.
“Kiosks are easy to access. They're often iPads or other touchscreen displays running Android, and the backend operating system already has accessibility built in,” Stephens said. say.
It's frustrating when apps on a device aren't compatible with those features, he says.
“People are hiring vendors to create these applications for no other reason than the fact that they don't support accessibility, they just don't build accessibility in,” he said. “They want to bombard their customers with fancy things like, ‘How cool is this?’ instead of, ‘Will this help all the people we might come in contact with?’ ”
Problems with the online ADA complaint form
When the City of Somerville, Massachusetts surveyed residents about how they were using the city's ADA online complaint form as part of an ADA community survey, the results were surprising.
Despite the fact that the majority of survey respondents (68%) identify as having a disability or are in close contact with a person with a disability, nearly 80% said that if they had a disability they would They responded that they did not know who to contact. ADA Complaints. The same amount responded that they were not aware that there was an ADA complaint form on the city's website.
There are a number of reasons why respondents said they did not file an ADA complaint. The most common response was that they did not know how to apply, followed by concerns that they would not be taken seriously.
The survey also found that respondents who filed ADA complaints did not utilize official ADA complaint channels, instead relying on other city resources such as 311 and the Mayor's Office.
Stevens said the problem is that there are many situations in which the ADA complaint process itself is not available, essentially “locking some people's doors” to claim what they need. Stated.
“My hope is [the process] “It's as streamlined as possible and as barrier-free as possible so that people can complain about barriers,” Stevens said of all government agencies, adding that the best way to do that is through advocacy. The idea is to ensure that groups have a say in the process, he added.
He said an effective ADA complaint portal is one that is well advertised, clearly posted on the homepage, and completed quickly.
“Some people just throw up and don't get the job done when it's time consuming,” Stevens said.
Chatbots can cause problems with screen readers
Chatbots are becoming increasingly common in state, city, and county governments. Many agencies are attracted to the company because it streamlines customer service and provides 24/7 support, but it's a problem for those who rely on assistive technology such as screen readers. may occur.
“They can cause a lot of problems. If it's constantly trying to interact with the user, it could be interrupting the screen reader,” Stevens says. “The overall problem is that the screen is often inserted as a dynamic part of the page, which can disrupt the reader's experience and cause headaches.”
Stevens went on to stress that the situation could become even more problematic when chatbots replace traditional customer service phone lines. Due to the inaccessibility of chatbot designs, for those who cannot interact with a chatbot, losing the direct connection with a human agent can leave them feeling frustrated and unheard.
AI brings new hope
While the transition to digital services poses challenges for people with disabilities, emerging technologies such as AI also have immense potential for empowerment.
“AI can really increase our sensory loss and make us even more competitive,” he said. “As a blind person, my personal experience is that we work twice as hard to keep up with everyone, so it exercises certain muscles in our minds. If we can unleash our potential, it will create a strong spirit.”
