Gov Service Accessibility — Practical guidance for Australian digital services
Clear steps to align services with WCAG 2.1 AA, the Australian Digital Service Standard and local legal obligations.
Why accessibility matters for government services
Accessible services are legally required, increase inclusion and reduce support costs. We focus on usable, testable outcomes that serve diverse user needs: assistive technology users, older people and those with cognitive differences.
- Compliance with WCAG 2.1 AA baseline
- Alignment with Australian Digital Service Standard
- Evidence through research and usability testing
Standards & legal context
Key references and requirements applicable in Australia for government digital services.
- Perceivable: text alternatives, contrast, adaptable content
- Operable: keyboard access, focus order, consistent navigation
- Understandable: clear language, predictable interactions
- Robust: compatibility with assistive tech and browsers
Ensure services are designed and tested with users, measuring accessibility during discovery, alpha and beta phases. Accessibility is embedded in acceptance criteria.
Services delivered by government must consider the Disability Discrimination Act and procurement requirements. Accessibility remediation and continuous monitoring are required elements of contracts.
Audit & delivery process
- Discovery: scope, user groups, assistive tech matrix.
- Automated checks: site-wide WCAG scan and reporting.
- Manual audit: keyboard flows, ARIA, meaningful names.
- Usability testing: sessions with assistive tech users.
- Remediation & QA: prioritized backlog and verification.
Deliverables: Accessibility audit report, prioritized remediation plan, testing scripts, training for product teams.
| Deliverable | Timeline |
|---|---|
| Audit report | 1–2 weeks |
| Remediation plan | 1 week |
| User testing (lab/remote) | 2–3 weeks |
| Training session | 1 day |
Case studies
Examples of recent work improving accessibility for public-facing services.
Resources & quick checklist
Download the short checklist for teams starting an accessibility program.
- Include accessibility criteria in acceptance tests.
- Test with keyboard and screen readers early and often.
- Prioritise fixes by user impact, not only by rule count.