Accessibility of Italian E-Government Services: The Perspective of Users with Disabilities

  • Maria Claudia BuzziEmail author
  • Marina Buzzi
  • Fiorella Ragni
Conference paper
Part of the Communications in Computer and Information Science book series (CCIS, volume 947)


The advent of the Internet has shaped our life in every field including study, work, social interaction, free time, and politics. In the sector of Public Administration (PA) and services delivered to citizens, benefits include better access to a vast amount of information, saving time, simplified services, and increased transparency. However, PA services should also be easy to use for people with disabilities, including those who interact through assistive technology. This paper offers the results of an online survey of people with disabilities accessing Italian PA services. Results from the sample highlight the need to improve service accessibility and usability, and the request for increasing their number and set of functions.


Accessibility Usability Public Administrations People with disabilities 


  1. 1.
    Adepoju, S.A., Shehu, I.S, Bake, P.: Accessibility evaluation and performance analysis of e-government websites in Nigeria. J. Adv. Inf. 7(1) (2016). Scholar
  2. 2.
    Alcaraz-Quiles, F.J., Urquia-Grande, E., Muñoz-Colomina, C.I., Rautiainen, A.: E-government implementation: transparency, accessibility and usability of government websites. In: International E-Government Development, pp. 291–306. Palgrave Macmillan, Cham (2018)Google Scholar
  3. 3.
    Al-Khalifa, H.S., Baazeem, I., Alamer, R.: Revisiting the accessibility of Saudi Arabia government websites. Univers. Access Inf. Soc. 16(4), 1027–1039 (2017)CrossRefGoogle Scholar
  4. 4.
    Coelho Serra, L., Pedroso Carvalho, L., Pereira Ferreira, L., Belimar SilvaVaz, J., Pimenta Freire, A.: Accessibility evaluation of e-government mobile applications in Brazil. Procedia Comput. Sci. 67, 348–357 (2015)CrossRefGoogle Scholar
  5. 5.
    Eurostat: Statistics Explained. Population Structure and Ageing. Accessed 18 July 2018
  6. 6.
    Galvez, R.A., Youngblood, N.E.: e-Government in Rhode Island: what effects do templates have on usability, accessibility, and mobile readiness? UAIS 15(2), 281–296 (2016)CrossRefGoogle Scholar
  7. 7.
    Gambino, O., Pirrone, R., Di Giorgio, F.: Accessibility of the Italian institutional web pages: a survey on the compliance of the Italian public administration web pages to the Stanca Act and its 22 technical requirements for web accessibility. Univers. Access Inf. Soc. 15(2), 305–312 (2016)CrossRefGoogle Scholar
  8. 8.
    Hutton, D.: Older people in emergencies: considerations for action and policy development. World Health Organization, Geneva (2008).
  9. 9.
    Ismailova, R.: Web site accessibility, usability and security: a survey of government web sites in Kyrgyz Republic. Univers. Access Inf. Soc. 16(1), 257–264 (2017)CrossRefGoogle Scholar
  10. 10.
    Karkin, N., Janssen, M.: Evaluating websites from a public value perspective: a review of Turkish local government websites. Int. J. Inf. Manag. 34(3), 351–363 (2014). Scholar
  11. 11.
    Kesswani, N., Kumar, S.: Accessibility analysis of websites of educational institutions. Perspect. Sci. (2016). Scholar
  12. 12.
    Casado Martínez, C., Martínez-Normand, L., Olsen, M.G.: Is it possible to predict the manual web accessibility result using the automatic result? In: Stephanidis, C. (ed.) UAHCI 2009. LNCS, vol. 5616, pp. 645–653. Springer, Heidelberg (2009). Scholar
  13. 13.
    Olsen, M.G.: How Accessible is the Public European Web?
  14. 14.
    Patra, M.R., Das, R.K.: Accessibility of e-governance in rural India: a critical view point. In: Proceeding of ICEGOV, pp. 375–378. ACM, New York (2014).
  15. 15.
    Rahim, W.A., Suhami, M.R., Safie, N., Semsudin, S.S.: Assessing the usability and accessibility of Malaysia e-government website. Am. J. Econ. Bus. Adm. 3(1), 40–46 (2011). ISSN 1945-5488Google Scholar
  16. 16.
    Youngblood, N.E., Mackiewicz, J.: A usability analysis of municipal government website home pages in Alabama. Gov. Inf. Q. 29(4), 582–588 (2012). Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.IIT-CNRPisaItaly
  2. 2.Department of LawUniversity of PisaPisaItaly

Personalised recommendations