The text on this page was automatically translated and hence may differ from the original. No rights can be derived from this translation.
The Netherlands is one of the countries with the highest internet usage in the world. More than 80% of the Dutch population has access to the internet. It is therefore not surprising that the Dutch government is increasingly offering services on the internet. The implicit assumption is that the internet is a universally accessible channel and that citizens can use these services.
This assumption appears to be incorrect. In practice, many citizens struggle with using government websites. Citizens rely on incorrect information or cannot find the information they are looking for at all. The actual effective use of information and public services on the internet is likely to be below 40%.
The lack of user-friendly websites is a problem for all Dutch citizens, but it is even more significant for those who have reading difficulties. There are more than 1.5 million of them. They are illiterate, dyslexic, have a (visual) impairment, or do not have sufficient command of the Dutch language.
We believe that the internet offers significant opportunities for inclusion. The current barriers are not inherent to the internet itself but are caused by the way the internet is currently being used. Websites can indeed be designed and built in a way that provides access to information and services that have not been accessible to large groups of citizens until recently.
The so-called Webrichtlijnen (Web Guidelines) aim to improve the construction quality of government websites. This should ultimately significantly enhance accessibility. In practice, the introduction of the Web Guidelines is proving to be challenging. Apparently, for many municipalities, the benefits do not outweigh the costs. One of the issues with the Web Guidelines is that they mainly focus on the technology, with the user mostly overlooked.
In our view, the inclusion of citizens should also extend to the design and construction of government websites. In other words, we should stop setting all kinds of rules and obligations behind the backs of users, citizens, and target groups. The alternative is obvious: take citizens and users seriously and ask them what they think of government websites. This often opens up a whole new world. Practical and affordable solutions exist for various accessibility issues that are enthusiastically embraced by users in practice. Therefore, actual usage should always be the starting point in the (re)design of government websites, not a sterile set of theoretical rules.
Again, according to us, the internet offers significant opportunities for inclusion. There are numerous interesting possibilities. On Wednesday, May 13, we are organising a seminar that will provide an overview of the current state of affairs, feature some users with language difficulties, and showcase some concrete solutions that can make government websites truly work for their users.
For more information and registrations for the free seminar "Government websites that work for users???", please contact Robbin te Velde or Barbera van den Berg.
Date: 13th May 2009 from 2.00 pm to 5.00 pm
Location: Game building, Goeman Borgesiuslaan 77, Utrecht