Delivering Universally Accessible eServices to Citizens

In the domain of providing eServices to the widest possible audience of 
citizens, universal accessibility can be considered unattainable at the 
moment.  The concept of reaching every possible audience member with the 
same service levels, regardless of the means or platform of access is a 
standard that many might seek to achieve but which few actually succeed in 
accomplishing.

The solution is a universal design model for providing eServices, something 
that could eliminate the need for cross-platform compatibility.  If 
eServices are to be accessible, then the communication mediums that deliver 
those services need to be equally accessible.

There is also a need for interoperability and standards compliance.  While 
simply developing content to be compliant to W3C WCAG 1.0 will go a long way 
towards promoting universal design concepts, what is equally required is a 
shift from the mentality that a silo development of communication mediums 
can allow for universally accessible eServices.  This is required in 
combination with a realization that creating a default plus alternative 
eService will meet the needs of all audience members.  With these two 
understandings, it may become possible to work towards a universal design 
model for providing eServices.

However, any provision of eServices needs to first eliminate the concept of 
accommodation by exclusion.  Provision needs to begin with an inclusive 
focus, working towards a universal design model.  The retrofitting mentality 
is not logical and little benefit comes of it in any regard.  By beginning 
with an inclusive focus, eServices can be designed to focus on the needs of 
the audience with consideration that until a universal design model is 
achieved, some audience members will likely continue to be excluded.  
Inclusiveness is a key component of a universal design model and also of a 
W3C WCAG 1.0 implementation.

A 100% accessible W3C WCAG 1.0 eService implementation does not need to 
focus on a simple design but rather to a progressive degradation.  An 
eService that degrades well would be designed to work with leading edge 
technologies, while still delivering the equivalent eService to older 
technologies.  Such an eService could deliver its content on any device and 
all interaction required could be done using any device.  An accessible 
eService would provide alternatives to elements and take certain elements 
into consideration when designing the layout of information.  A universally 
accessible eService model would be based upon inclusiveness and an 
understanding of the need for the provision of a service to all members of 
the audience.

Long term cultural change is required to develop eServices that could be 
accessible to all citizens.  While there would short-term cost involved, the 
benefits of working towards a universal design model is critical for the 
future delivery of eServices by any government.