Towards an Inclusive Digital Society: Digital Accessibility Framework for Visually Impaired Citizens in Swiss Public Administration

TL;DR

The paper addresses the gap between accessibility policy and real-world usability of digital public services for visually impaired Swiss citizens. It proposes the Inclusive Public Administration Framework by integrating WCAG with the HERMES project management methodology. The study uses Design Science Research with stakeholder interviews, surveys, and mixed-method evaluation to develop and test the framework. Findings show the framework yields strong technical guidance (≈80%) and good future adaptability (≈60%), with novel components like checklists, guidelines, and testing protocols; the approach offers practical, scalable strategies for digital inclusion in Society 5.0.

Abstract

As we progress toward Society 5.0's vision of a human-centered digital society, ensuring digital accessibility becomes increasingly critical, particularly for citizens with visual impairments and other disabilities. This paper examines the implementation challenges of accessible digital public services within Swiss public administration. Through Design Science Research, we investigate the gap between accessibility legislation and practical implementation, analyzing how current standards translate into real-world usability. Our research reveals significant barriers including resource constraints, fragmented policy enforcement, and limited technical expertise. To address these challenges, we present the Inclusive Public Administration Framework, which integrates Web Content Accessibility Guidelines with the HERMES project management methodology. This framework provides a structured approach to embedding accessibility considerations throughout digital service development. Our findings contribute to the discourse on digital inclusion in Society 5.0 by providing actionable strategies for implementing accessible public services. As we move towards a more integrated human-machine society, ensuring digital accessibility for visually impaired citizens is crucial for building an equitable and inclusive digital future.

Figures (5)

• Figure 1: Visualization of the Inclusive Public Administration Framework logic
• Figure 2: Integration of WCAG principles with HERMES project management methodology
• Figure 3: Stakeholder assessment of framework's policy alignment and process integration
• Figure 4: Technical usability assessment results
• Figure 5: Assessment of framework adaptability for future technologies