Digital public services that people can use on their own

• A public service journey has many handovers

  The service description is easy to read, but booking an appointment opens a calendar that is hard to use. Check the whole journey through to the confirmation, including embedded services and understandable error messages.

• Documents pile up faster than anyone can keep track

  Bylaws, information sheets and application documents are created in different departments. Distinguish simple text documents from forms and complex publications that need separate treatment.

• Several teams change the same website

  Editors, IT and external service providers work on different parts. Dated findings and documented manual checks help you discuss specific changes instead of a sweeping promise.

• Make services and contacts easy to find

  Start with frequently needed services, opening hours and ways to get in touch. Check headings, link texts, contrast and keyboard operation; then test the related form manually.

• Explain your testing status publicly

  Combine details of your organisation or responsible body, known barriers, alternatives, manual results and a dated scan record. Only publish a fixed version of the statement after you have reviewed it.

• Add information that is easy to understand

  Create an editable plain-language draft that explains how a request works and review the result before you use it.

1. 1

   Select services and responsibilities

   Note key citizen requests, the portals involved and the departments responsible. Clarify which federal or state law applies and which content your organisation actually controls.

2. 2

   Check public pages as a sample

   Scan representative pages within the scope of your plan. Record which services and documents fall outside the sample; a result for five pages does not describe a complete city portal.

3. 3

   Walk through key requests manually

   Test without a mouse, with zoom and with suitable assistive technology. Check form labels, error correction, focus and confirmations with test data, and agree on fixes in the relevant source system.

4. 4

   Keep the statement and changes up to date

   Publish the reviewed statement, name accessible alternatives and track new findings after changes. The annual reminder supports your ongoing review.

• Scans and monitoring

  Automated findings and actual test coverage as the basis for your work.

• Document your statement

  Versions, manual results, published link and embedding.

• Draft clearer texts

  Edit AI drafts and review them editorially yourself.

Which framework applies depends on the country, the operator and the specific service. The following notes help you find the right original sources and next testing steps. The linked official sources are in German.

• DE

  Germany

  In Germany, BGG and BITV 2.0 govern the federal level. For municipal and other public bodies at state level, check the law of the relevant federal state (Land).

  Guidance for GermanyBundesfachstelle Barrierefreiheit: EU Web Accessibility Directive and responsibilities
• AT

  Austria

  In Austria, the WZG covers federal public bodies; the federal states (Länder) have their own laws. For your municipality, the specific state regulation is decisive.

  Guidance for AustriaSozialministeriumservice: telling WZG, state law and BaFG apart
• CH

  Switzerland

  In Switzerland, BehiG and BehiV are relevant for federal services. For cantons and municipalities, check their own requirements; EU rules do not automatically count as Swiss law.

  Guidance for SwitzerlandFDHA (EDI): accessibility in the federal administration