Enhancing Accessibility to E-Government Processes

Many governmental institutions have started to provide their customers with access to governmental documents by electronic means. This changes the way of interaction between authorities and citizens considerably. Hence, it is worthwhile to look at both the chances and the risks that this process of change implies for disabled citizens. Due to different laws or legal directives governmental authorities have a particular responsibility to consider also the needs of handicapped persons. Therefore, they need to apply appropriate techniques for these groups to avoid an “Accessibility Divide”. This discussion is built on the observation that governmental processes are mostly based on the exchange of forms between authorities and citizens. Authors state that such processes can be distinguished into three scenarios, with the use of paper as means of transport on the one end and complete electronic treatment at the other end. For each scenario there exist tools to improve accessibility for people with certain disabilities. These tools include standard technologies like improved Web access by magnifying characters, assistive technologies like document cameras, and more sophisticated approaches like integrated solutions for handling forms and government processes. This chapter focuses on approaches that provide access to governmental processes for people with visual impairments, elderly people, illiterates, or immigrants. DOI: 10.4018/978-1-60566-671-6.ch009