The digital transformation of our society is progressing steadily and with it the importance of digital accessibility. While private companies in the EU now must meet the requirements of the European Accessibility Act (EAA), the public sector in Switzerland has long been obliged by the Disability Discrimination Act (DDA) and the standard eCH-0059 to make their digital services inclusive. This development is not only a legal necessity, but also a decisive step towards social inclusion.
With around 20% of the Swiss population affected by functional impairments and a significant increase in visual impairments in old age, accessibility is becoming an increasingly important social task. To mark Global Accessibility Day 2025, we have published a whitepaper on the topic of «Accessibility in Digital Administration» in collaboration with the Graubünden Office for Information Technology, in which we highlight challenges and concrete solutions for the public sector.
Accessibility standard eCH-0059 and legal foundations
The current version 3.0 of the eCH-0059 accessibility standard has been a milestone in digital accessibility in Switzerland since June 2020. Although the standards were originally formulated as recommendations, they assumed official character for information and communication technology (ICT) in the public sector on May 21, 2021 by a binding stipulation of the federal government and serve as an important guide for the accessible design of digital services. The standard is based on conformity level AA of the Web Content Accessibility Guidelines (WCAG) 2.1 and defines clear criteria for accessible digital offerings.
The legal foundations of the Accessibility Standard eCH-0059 are based on several key pieces of legislation and international agreements. The Federal Constitution of the Swiss Confederation already enshrines in article 8, paragraph 2 the prohibition of discrimination and the right to equal treatment. In addition, the DDA and the Ordinance on the Elimination of Discrimination against People with Disabilities (EPDO) govern the rights of people with disabilities in Switzerland. At the international level, the UN Convention on the Rights of Persons with Disabilities (CRPD), in particular its article 9, points the way forward, formulating the obligation to create accessible infrastructures and digital offerings.
The status of digital accessibility in Swiss public administration
The whitepaper, which is based on the practical experience of the Office of Information Technology Graubünden and Adnovum, as well as interviews with representatives from seven cantons, sheds light on the complex landscape of digital accessibility in the Swiss public administration. Our study reveals numerous challenges in implementing the legal basis. Particularly striking is the strong variation in implementation from canton to canton, which correlates closely with the respective degree of digitalization and the size of the canton.
The identified obstacles are complex and include technical, organizational, and political dimensions. The main obstacles are the pronounced lack of resources and the lack of awareness, which make it considerably more difficult to implement accessible digital services across the board. The whitepaper makes it clear that despite the legal foundations, there is still a long way ahead before digital accessibility is fully implemented in the Swiss public administration.
Examples of barriers in the digital offering of Swiss authorities
The challenges of digital accessibility are reflected in various administrative areas and applications and show parallels to other sectors, such as the banking sector. Traditional online services provided by administrations include forms, electronic identification, and PDF documents. All three of these areas are particularly susceptible to digital barriers and therefore require special attention.
- Forms
Digital forms pose a considerable challenge for accessibility. They are often not sufficiently optimized for screen readers, keyboard operability, or simple comprehensibility, which makes it difficult for people with visual impairments or cognitive limitations to fill them out. Deficient structuring, missing or inadequate labeling, and incomprehensible or inaccessible error messages make forms difficult to access and thus frustrating for many users.
- Authentication processes
Electronic identification, an essential component of modern online services, also presents barriers. Registration, login, and authentication processes are often visually complex and do not take into account the different needs of users. As a result, certain groups of people, such as senior citizens, have difficulties identifying themselves safely and independently, or accessing official services at all. - PDF files
PDF documents are another problem area in digital accessibility. Many official documents are provided as PDFs that are neither accessible nor compatible with such technologies as screen readers. This makes it considerably more difficult for people with visual impairments to use and access important information on their own. An improved processing of these documents would represent a major step towards a more inclusive digital world.
Measures to remove digital barriers
The first step towards inclusivity and accessibility is the removal of digital barriers, as demonstrated by the example of forms, authentication processes, and PDF files. However, achieving true digital accessibility requires more than just technical solutions – it necessitates a holistic approach. Consistent implementation must run through all digital processes, from conception to final implementation.
Measures to raise awareness play a crucial role here by establishing an understanding of the needs and challenges of people with disabilities. At the same time, it is essential to build up knowledge, both through targeted training for employees and by integrating accessibility into professional and technical standards. In order for accessibility to be sustainably established, it must be understood not only as a technical goal, but also as a cultural issue deeply rooted in the structures and working methods of the public administration and beyond. The aim is to develop an organizational culture in which accessibility is not seen as a supplement, but as a fundamental component of service design.
Would you like to know more?
For deeper insights into the challenges and practical measures surrounding digital accessibility, we recommend our comprehensive whitepaper. Discover strategies and tips that pave the way to a more inclusive digital public administration. You can find the whitepaper here (German and French).
We would also like to invite you to register for our live webinar on this topic. Our team of experts will discuss the insights of the whitepaper with Noemi-Laura Pfister from the Graubünden Office of Information Technology and you will of course have the opportunity to ask the panel of experts more in-depth questions. Click here to register. The presentation will be held in German.
Do you work in the private sector and want to prepare for the upcoming European Accessibility Act? Our whitepaper on the practical impact and challenges of the EAA on the financial sector, as well as the recording of the accompanying live webinar, will give you the right pointers.
