Overview
Some of the webpages on the CompareCare website did not comply with requirements of the Americans with Disabilities Act and the Web Content Accessibility Guidelines 2.1. Specifically, we found the following:
- out of 40 webpages, 35 (88%) could not be viewed in portrait mode;
- out of 40 webpages, 35 (88%) could not be read when zoomed in to 400% without requiring the user to scroll horizontally;
- out of 40 webpages, 29 (73%) could not be fully navigated using the keyboard and without causing the user to get stuck in a keyboard trap (e.g., when a user cannot move focus away from an interactive element using only the keyboard); and
- out of 40 webpages, 40 (100%) did not display hyperlinks in a 4:5:1 contrast ratio, which ensures that a webpage’s text and background are adequately distinguishable from one another.
If the CompareCare website is not fully viewable in portrait mode, then it may not be fully accessible to users visiting the website on a mounted device with a fixed orientation, such as a smartphone mounted to the user’s wheelchair. If content on the CompareCare website cannot be enlarged without requiring the user to scroll horizontally, then enlarged text is prevented from being easily read in a single column by people with low vision. If webpages on the CompareCare website cannot be fully navigated using only a keyboard, then it may prevent users who cannot use devices that require hand-eye coordination (such as a computer mouse) from accessing all of the website’s features. Finally, if text is not displayed in a contrast ratio of at least 4.5:1, then users with color-vision deficiencies may not be able to fully view content on the CompareCare website.
Authoritative Guidance
Section 20(d) of Chapter 12C of the General Laws state, “The website shall comply with the Americans with Disabilities Act.”
Subpart H of Title II of the Americans with Disabilities Act states,
(a) General. A public entity shall ensure that the following are readily accessible to and usable by individuals with disabilities:
(1) Web content that a public entity provides or makes available, directly or through contractual, licensing, or other arrangements.
The Web Accessibility Initiative’s Web Content Accessibility Guidelines 2.1 state the following,
Success Criterion 1.3.4 Orientation . . . Content does not restrict its view and operation to a single display orientation, such as portrait or landscape, unless a specific display orientation is essential. . . .
Success Criterion 1.4.3 Contrast (Minimum) . . . The visual presentation of text and images of text has a contrast ratio of at least 4.5:1. . . .
Success Criterion 1.4.10 Reflow . . . Content can be presented without loss of information or functionality, and without requiring scrolling in two dimensions for . . . vertical scrolling content at a width equivalent to 320 [Cascading Style Sheets] pixels. . . .
Success Criterion 2.1.1 Keyboard . . . All functionality of the content is operable through a keyboard interface without requiring specific timings for individual keystrokes, except where the underlying function requires input that depends on the path of the user’s movement and not just the endpoints.
Reasons for Issue
CHIA officials told us that they have not prioritized the CompareCare website because Massachusetts healthcare consumers can get more accurate healthcare cost estimates with their commercial insurance providers.
Recommendations
- CHIA should ensure that the CompareCare website is readily accessible and usable by individuals of all abilities.
- CHIA should review the CompareCare website to ensure that all of its webpages are compliant with the Americans with Disabilities Act and the Web Accessibility Initiative’s Web Content Accessibility Guidelines 2.1.
Auditee’s Response
CHIA is fully committed to the accessibility of its products, including its web presence. The agency appreciates these discrepancies being brought to its attention. CHIA will ensure all relevant accessibility standards are met during the next development phase of CompareCare.
Auditor’s Reply
We appreciate that CHIA is taking measures to address our concerns regarding this matter, and we will be following up on this in approximately six months as part of our post-audit review process.
| Date published: | January 3, 2025 |
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