For many public sector institutions, the website is the first point of contact for residents, businesses, international partners and visitors. While the primary language of the website will usually reflect the national context, it is important that key information is also available in English. This helps institutions communicate clearly with people who do not speak the local language and supports transparency, service accessibility and trust.
For EU public sector organisations, providing essential information in English is often a practical requirement rather than an optional extra. Institutions regularly interact with EU bodies, cross-border partners, foreign residents, researchers, investors, students and service users from other Member States. If core information is only available in one language, users may struggle to understand the institution’s role, find the right service or complete an administrative process correctly.
What information should be available in English
Not every page needs to be translated in full, but the most important information about the institution’s activities should be clearly available in English. This content should be selected based on user needs and the services the institution provides, rather than internal assumptions alone.
- Information about the institution
Users should be able to understand what the institution does, what its responsibilities are and who it serves. A clear overview in English helps international audiences quickly determine whether they are in the right place and where to go next.
- Public and administrative services
Descriptions of the main public services and administrative procedures should be available in English, especially where these services may be used by non-native speakers. This should include what the service is for, who can apply, what documents may be needed and any important deadlines or conditions.
- How to access services
English-language guidance should explain how users can access services online, in person or by email or telephone. Where digital forms or portals are used, institutions should make it clear whether the full process is available in English or whether support is required at a later stage.
- Contact details and support channels
Contact information should be easy to find and understandable for international users. This includes general contact details, opening hours, office locations and, where possible, information on whether support can be provided in English.
- Key legal, policy or procedural information
Where decisions, obligations or eligibility criteria affect foreign residents, organisations or partners, a summary in English can prevent confusion and reduce unnecessary enquiries. Institutions do not always need to translate every legal document, but they should provide enough information for users to understand the purpose and practical implications.
Why this matters for public sector websites
Providing information in English improves usability and supports equal access to public information. It is particularly relevant for institutions involved in education, healthcare, migration, business regulation, funding programmes, research, transport or cross-border cooperation. In these contexts, users often need to act quickly and accurately, and language barriers can create avoidable delays.
English-language content also supports better service delivery. When users can find the right information independently, institutions may receive fewer incomplete applications, fewer repetitive enquiries and fewer requests for clarification. This makes digital services more efficient for both users and staff.
Accessibility, GDPR and compliance considerations
English content should meet the same quality standards as content in the primary language. It should be written in plain language, structured with clear headings and designed so that users can navigate it easily on desktop and mobile devices. This supports accessibility and aligns with the expectations placed on public sector websites to provide information that is understandable and usable for all audiences.
Where personal data is collected through forms, booking tools or service portals, privacy information should also be understandable to English-speaking users. GDPR-related notices, consent information and explanations of how personal data is processed should be clear enough for users to make informed decisions. If a full privacy notice is only available in the primary language, institutions should at least provide an English summary covering the essential points.
Institutions should also ensure that English-language pages are maintained and updated alongside the main website. Outdated translations can create compliance risks, especially where deadlines, eligibility rules or service conditions change. A smaller set of accurate English pages is more effective than a larger section that is incomplete or no longer reliable.
Practical approach
A good approach is to identify the most frequently used and most critical content for non-local users, then make that information consistently available in English. This may include service pages, application guidance, contact information, privacy information and urgent announcements. Additional language options can be added where there is a clear service need.
In practice, the goal is simple: ensure that people who rely on English can understand the institution’s role, access essential services and contact the right team without unnecessary barriers. For public sector decision-makers, this is a practical step towards more inclusive, compliant and user-centred digital service delivery.