Accessibility’s Role in the Resident Experience
December 17, 2024 by Mike Teeters
My Tyler colleague Kathy Wolf, senior director of user experience, recently shared her perspective on accessibility and inclusive design in the public sector. It's an important topic. Expectations are rising for government IT leaders to embrace accessible and user-centered design. Digital accessibility is central to building engaged communities and enabling equitable access to government services.
I'd like to add my thoughts on inclusive design from the resident perspective. Increased collaboration with residents leads to better-designed, more effective programs that enrich lives.
Design for Modern Lives and Real-Life Requirements
So many of our interactions today are digital and we expect government services to offer that as well. Effective software solutions must account for the needs of every user and streamline how they access and receive services to maximize constituent reach.
For example, the mobile experience is a key part of residents’ lives. We have to be mindful that digital services, government programs, and other offerings are often delivered through a mobile or portable device. In addition, some vulnerable constituents — such as the unhoused or people impacted by a natural disaster — depend on mobile-first access to services.
Channels that support interactions with all constituents can streamline and simplify how people access government services. It can lead to shorter wait times, faster approvals, and ultimately reduce service delivery time frames. Whether paying a bill, applying for a permit, or scheduling an appointment, all residents appreciate effective digital solutions.
A Virtuous Cycle That Strengthens Communities
The needs of residents will continue to evolve and change, highlighting the importance of collaboration. Involving residents in program development helps align program goals and define how progress will be measured.
Once a digital platform is launched, a virtuous cycle develops. Improving how people access and receive the services they need reinforces the value and benefits of what government delivers. Working closely with residents also allows government decision-makers to have increased confidence that their programs and services are reaching and supporting the desired recipients. At the end of the day, matching the right service to a constituent is what we’re targeting: my needs, your needs, other people's needs — especially those who benefit from improved accessibility and broader inclusion.
Continue the Accessibility Journey
Creating accessible digital services is not just about legislative requirements. It’s about building inclusive communities that empower all residents to connect and engage with government services. It can be a journey of many steps, but there is the potential for great benefits when it comes to both what residents would like to see and what government is trying to deliver.
Tyler is committed to supporting all levels of government on this journey, offering cloud-based solutions that prioritize accessibility and enhance the overall resident experience.
About the Author: Mike Teeters is a senior product manager at Tyler Technologies.