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Office of Consumer Affairs and Business Regulation - Finding 1

The Office of Consumer Affairs and Business Regulation’s Website Was Not Fully Accessible for All Massachusetts Residents and Users.
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Overview

The Office of Consumer Affairs and Business Regulation’s (OCABR’s) website was not fully accessible. We determined that 15 webpages out of a sample of 60 OCABR webpages were not accessible in accordance with Web Content Accessibility Guidelines (WCAG) 2.1 for navigation accessibility. Of these, we determined that all 15 webpages contained hyperlinks that did not allow the user to navigate to intended webpages.

Broken hyperlinks create barriers for users, particularly people with disabilities who rely on accessible navigation features to engage with online content. When users encounter inaccessible or nonfunctioning links, they may struggle to locate critical consumer protection resources, regulatory information, licensing forms, etc. This lack of accessibility not only impacts user experience but also undermines OCABR’s ability to provide equitable access and digital inclusiveness.

Additionally, nonfunctional links increase the likelihood that Massachusetts residents will either access outdated or incorrect information or be directed to webpages that no longer exist, potentially leading to confusion, misinformation, or missed opportunities to engage with OCABR services. Ensuring that all website components function properly and meet accessibility standards is essential for providing transparent and inclusive government services to all residents.

Authoritative Guidance

WCAG 2.1 states,

[Success Criterion] 2.4.5: Multiple Ways (Level AA) . . .

More than one way is available to locate a Web page within a set of Web pages except where the Web Page is the result of, or a step in, a process.

Reasons for Issue

OCABR management informed us that the broken hyperlinks were the result of (1) the uniform resource locators (URLs) being updated by outside organizations without any redirects and (2) links leading to webpages that had been unpublished due to outdated information.

Recommendations

  1. OCABR should implement a policy to review its webpages periodically for WCAG 2.1 compliance.
  2. OCABR should collaborate with the Executive Office of Technology Services and Security (EOTSS) to establish a link validation system using automated tools that regularly scan for broken hyperlinks and incorrect redirects.
  3. OCABR should collaborate with EOTSS to develop a web maintenance schedule to review and update outdated or incorrect links on a periodic basis (e.g., quarterly or semiannually).
  4. OCABR should assign designated staff members to oversee accessibility compliance and website updates.

Auditee’s Response

OCABR implemented an Enterprise Information Technology Accessibility Policy after the audit period and effective March 27, 2025, requiring quarterly accessibility reviews.

OCABR communications and [Executive Office of Economic Development (EOED) information technology (IT)] staff have and will continue to coordinate with EOTSS, including using EOTSS’ SiteImprove Reports and related dashboard. SiteImprove assists with accessibility monitoring of OCABR pages by identifying broken links and other accessibility and user experience issues. OCABR communications and EOED IT staff review these reports, and address issues accordingly. OCABR has proactively and periodically checked the accessibility ratings directly in the SiteImprove platform to determine where improvements can be made. Site improvements are reflected in a dashboard. For example, OCABR’s accessibility score on 11/18/24 was 78.1% and has improved to 90.7% as of 3/27/25, with one broken link flagged in the system and 7 to review.

OCABR is also actively working on improving content for accessibility, including rewriting pages for plain language, adding alt text to images, and implementing accessibility improvements available through EOTSS mass.gov authoring tools. Important content is being rewritten and placed directly on public-facing web pages so that information is more inclusive. OCABR communications director has served in this role since December 2023 and has attended EOTSS accessibility training for web pages, documents, presentations, and other content. Further, EOED IT staff is working in coordination with EOTSS to hire an Accessibility Officer.

Auditor’s Reply

Based on its response, OCABR is taking measures to address our concerns regarding this matter.

Date published: May 5, 2025

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