What we learned building a WCAG AA-compliant permit portal for a metropolitan government agency.
Accessibility in government software isn't optional, but treating it as a compliance checklist misses the point. The goal is a service that genuinely works for the widest possible range of citizens.
For CivicLink, we started every flow with keyboard-only and screen-reader walkthroughs before visual design began, which changed how we structured form validation and error messaging.
One underrated detail: plain-language content review mattered as much as color contrast. Legal and administrative language had to be rewritten so residents without specialized vocabulary could complete requests unassisted.
We also designed for low-bandwidth conditions, since a portal that's technically accessible but too heavy to load on a weak connection isn't accessible in practice.
The result was a portal that met WCAG AA standards while cutting in-person visits by 58%, proof that accessible design and operational efficiency aren't in tension.
Ritika leads the design organization, shaping the design system and research practices behind our products.