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Provide a service that everyone can use. This includes people with disabilities or other legally protected characteristics. And people who do not have access to the internet or lack the skills or confidence to use it.

First published:
6 February 2020
Last updated:

Why it’s important

Government services must work for everyone who needs to use them. Public sector organisations have a legal duty to consider everyone’s needs when they design and deliver services.

Inclusive, accessible services are better for everyone. For example, using simple words helps people who are in a hurry as well as people who have a learning disability.

What it means

Service teams should:

  • meet accessibility standards, including both online and offline parts
  • avoid excluding any groups within the audience they’re intended to serve
  • carry out research with people who are likely to be the potential audience for the service, including people with access needs
  • make sure nobody is excluded due to a lack of digital skills or internet access, and provide assisted digital support to cover any gaps