Public sector · European Union

The challenge

The entity's digital services were assessed as non-conformant on accessibility, often structurally, and two supplier quotes overran the compliance deadline. The service desk operated in one language and one time zone for users from many countries.

What we did

We split the work into a remediation project and a managed service from Warszawa and Katowice. An audit against the standard, classification of defects into content, template and architecture, and we tested the fixes with assistive technology, not only validators. We rebuilt the service desk as multilingual with accessible channels.

Results

• Conformance achieved ahead of the deadline, remediation in 20 weeks against quotes of 30 and 34
• Automated validator findings reduced to zero
• Service desk first-contact resolution at 73 percent
• An accessibility statement written from real test evidence

Why it worked

Classifying findings structurally and fixing templates before content compressed the timeline.