“The League of the Strong” will carry out a comprehensive study into the information and digital accessibility of services for people with disabilities. The study will cover the administrative, medical, financial, social and educational sectors. Its aim is to identify the information and digital barriers people face when accessing services, how these barriers affect their ability to access services, and what changes service providers need to make.
Information that is not readily available can act as a barrier even before the service is actually received. A person may be unable to find the necessary information, may not understand the conditions for receiving the service, may be unable to book an appointment or submit an application in an accessible way, or may be unable to obtain documents or communicate with a member of staff. That is why the study will not focus on a single website or document, but on a person’s entire information journey — from searching for information about a service to receiving it and, if necessary, appealing against a decision.
“For us, it is important not simply to record the information barriers faced by people with disabilities. We want to understand exactly where these barriers arise, what lies behind them, and what changes are needed to remove them. Therefore, the study should yield not only data and conclusions, but a specific action plan for various stakeholders — from service providers to public authorities. This will enable us to move from understanding the problem to taking practical steps that can be implemented and whose results can be monitored going forward,” said Daria Kukurika, Executive Director of “The League of the Strong”.
As part of the study, “The League of the Strong” plans to analyse information and digital accessibility across five areas:
- administrative — specifically, searching for information about a service, submitting an application, tracking its status and receiving a decision;
- medical — finding a healthcare provider, booking an appointment, obtaining instructions, giving informed consent and receiving results;
- finance and banking — familiarising oneself with terms and conditions and fees, managing an account, confirming transactions and receiving support;
- social services — obtaining information about eligibility for a service, submitting an application, needs assessment and receiving a decision;
- education — admission or enrolment, submitting documents, accessing timetables, learning materials and platforms, as well as the ability to receive the necessary support.
The study will combine several components. On the one hand, an audit will be carried out of specific information resources and service pathways — websites, apps, electronic documents, forms, instructions, multimedia materials and information provided directly at service delivery points. A separate assessment will be made of the extent to which a person can navigate this process independently or with the necessary reasonable adjustments.
On the other hand, researchers will directly examine the experiences of people with disabilities. The plan is to survey at least 1,000 people with disabilities, conduct qualitative research into their experiences, and test real-life routes for accessing services.
In addition to the quantitative survey, qualitative research into user experience is planned — focus groups and/or in-depth interviews. This will provide a more detailed understanding of exactly how information barriers arise, why they occur, how service providers respond to them, and the ways in which people try to overcome them.
An important part of the research will be the direct testing of services by people with disabilities. The plan is to engage at least 15 paid testers, who collectively will represent a range of accessibility needs — relating to vision, hearing, motor skills, intellectual and cognitive impairments, communication and multiple impairments.
The needs of staff and managers at service providers will be examined separately — specifically, what knowledge, skills, internal procedures, technical aids, resources and managerial support they lack in order to ensure accessible communication and information. An online survey will be conducted with 100–150 staff members.
What the study will influence
Based on the study’s findings, “The League of the Strong” will prepare a comprehensive report and a practical action plan to improve the information and digital accessibility of services. Separate roadmaps will be drawn up for the administrative, medical, financial, social and educational sectors.
The action plan will set out what changes are needed, who should implement them, within what timeframe, and what resources are required. Recommendations will be categorised by urgency — ranging from rapid changes that can be implemented within six months to medium- and long-term measures. For each action, indicators will also be defined to track progress.