E-Service Accessibility Evaluation for Saudi Arabia’s Ministry of Human Resources and Social Development

Abstract

Governments across the globe are accelerating their shift toward e-government, with the objective of delivering inclusive and accessible services to all citizens. Accessibility remains a significant challenge, particularly for individuals with disabilities. This study evaluates the accessibility of nine online services specifically designed for people with disabilities, provided by Saudi Arabia’s Ministry of Human Resources and Social Development (HRSD). The assessment employs three recognized automated tools—IBM’s Equal Access Toolkit, ARC Toolkit, and the WAVE Tool—aligned with the Web Content Accessibility Guidelines (WCAG) 2.2. Despite the presence of national policies and standards issued by the Digital Government Authority and the Communications, Space & Technology Commission to promote digital inclusion, the results indicate substantial accessibility issues across all evaluated services. These include numerous violations, alerts, and design inconsistencies. The study concludes with actionable recommendations to enforce compliance, integrate inclusive design practices, and incorporate AI-driven solutions to enhance accessibility.

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