State and Local Govts Boost Accessibility in Digital Services

Increasing accessibility of digital services was a big theme for government in 2024. Part of this stems from the U.S. Department of Justice’s April issuance of a final rule under Title II of the Americans with Disabilities Act requiring all state and local governments to make digital services accessible for use by people with disabilities.

Between that rule and the digital transformation shift that accelerated in recent years due to the COVID-19 pandemic, states and localities are increasingly prioritizing their digital service offerings, some even dedicating mission-specific staff to the endeavor. A notable example is Ashley Bloom’s January appointment as Massachusetts’ first chief IT accessibility officer. Bloom also serves as chair of the state’s Digital Accessibility and Equity Governance Board, which advises state leaders on how accessibility can be improved in policy, procurement and operations.

“Creating an accessibility position that has influence at the executive level is really imperative to strengthen that approach and mindset of user centricity,” Bloom told Government Technology earlier this year.

This focus is illustrated in other states by teams and positions with other names, but with a common goal: digital service accessibility. In Pennsylvania, the work is overseen by the state’s digital accessibility team, led by Chief Accessibility Officer Ellen Strom. In Texas, Marie Cohan serves as the statewide digital accessibility program administrator.

Not only do titles vary by state, but so do specific digital accessibility initiatives. In Maryland, the Accessibility Officer Initiative that got underway in June involves training for executive agency staff to help lead accessible design work at the agency level. In New Jersey, an online information hub launched in July makes it easier for people with disabilities to find necessary support and services.


Colorado has prioritized accessibility, too, and with policy to back it. To comply with a new law mandating all Colorado government agencies meet state accessibility standards by July 2024, state agencies have turned to tech tools like Aira and Pocketalk to ensure people with different backgrounds and lived experiences can access state services independently.

And as artificial intelligence has continued to gain steam across government, the U.S. Access Board, the federal accessibility agency, has been focused on ensuring that AI deployments consider people with disabilities. The board has partnered with groups outside of the federal government to gain insight, and ultimately, to provide resources and risk mitigation solutions regarding AI.

As part of this effort, government must work with the disabled community to address incomplete or inaccurate data sets. Data sets that do not accurately represent people with disabilities can result in algorithmic bias and discriminatory outcomes. Boston, for example, released a Disability Data Standard in July as part of an ongoing city effort to ensure a level playing field with its data collection practices. As AI systems become more prevalent across government, implementing inclusive data practices can help government provide an equitable experience for all.

Click here to read the rest of our 2024 Year in Review coverage.

This story originally appeared in the November/December 2024 issue of Government Technology magazine. Click here to view the full digital edition online.