The problem: public-sector websites and software are often hard to use.
Why it matters: public services matter enormously in people’s lives. Digital technology can improve how they are delivered – both through public websites and through internal tools for staff – but only if it meets people’s needs simply and effectively.
The fix: treat software as a service that keeps improving, not as a thing bought or built once; build user research, design and product management into every digital project; and hire or train staff so they can do work in-house and manage outside suppliers well.
Three common obstacles
Working with public-sector organisations on websites that deliver essential services – websites that should not only meet people’s needs but also treat them with respect – we keep seeing three factors that make these projects harder:
- Projects that are too large and too rigid, with too much specified up front and too little iterative development.
- Too little attention to human-centred practice such as user research, design and product management.
- Not enough technical capacity and expertise in-house, and a habit of carrying old, ‘comfortable’ solutions into new projects.
Solutions
Treat it as a service and split it into smaller contracts
Technology changes, policy changes, rules and laws change, management priorities change – a project planned in detail far in advance cannot adapt to all this and runs a high risk of poor delivery, overspending or missed deadlines. The answer is to treat software as a service that is continuously improved, not as one large purchase. ‘Fund product teams, not projects.’ If the work is contracted out, split it into small, modular contracts.
User research, design and involving staff
Public-sector websites often do technically what they are supposed to do, but in a way that frustrates the people using them. The usual culprits are weak user research, design or project management. Organisations may not employ people with these skills, or not enough of them. These practices can be written into technology contracts with suppliers – and so can accessibility. Ireland’s National Disability Authority published guidance on the public procurement of accessible websites and mobile apps for this reason, as its 2024 monitoring report notes.
Build capacity instead of excuses
Accessibility is a good test of capacity. Public sector websites in the EU must be accessible under the Web Accessibility Directive, and a body can set aside a requirement it is bound by only where compliance would be a disproportionate burden. Malta’s transposing regulations spell out that lack of priority, time or knowledge is not a legitimate reason, and nor is failing to procure an accessible content management system. In other words, the skills gap is the organisation’s problem to solve, not a reason to leave people behind. For a practical starting point, see three best practices for building a public body’s website.