Overview
Some of the Department of Fire Services’ (DFS’s) webpages do not comply with state information technology (IT) accessibility standards for navigation accessibility. During our audit, we determined that 1 out of the 60 DFS webpages we tested contained a hyperlink that did not allow users to navigate to the intended page (i.e., a broken or faulty hyperlink).
Broken or faulty hyperlinks negatively impact the user experience and make it difficult to locate additional relevant information. (See the example below.) They can also limit some users from having equitable access to critical information and key online services offered by DFS (e.g., proper fire safety equipment use or how to be prepared for fire emergencies). Also, broken or faulty hyperlinks could increase the likelihood that users access and rely upon outdated or incorrect information or are directed to webpages that no longer exist.
Authoritative Guidance
The IT Accessibility Standards section of the Executive Office of Technology Services and Security’s (EOTSS’s) Enterprise Information Technology Accessibility Policy states,
In order to implement the various requirements of The Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, the Commonwealth Constitution, [Section 3 of Chapter 7D of the Massachusetts General Laws], Commonwealth of Massachusetts Executive Order 348, and other applicable obligations, EOTSS establishes the following IT Accessibility Standards.
1. a. Accessibility of electronic content, applications, or services must be measured with one or more of the applicable following technical standards.
i. Web and desktop applications, multimedia content, electronic documents: Web Content Accessibility Guidelines 2.1 (WCAG), level A and AA Guidelines.
The Web Accessibility Initiative’s Web Content Accessibility Guidelines 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
DFS management stated that the broken hyperlink was the result of a formatting error that occurred when the original content was copied from a word processing document and pasted into a text box on their content management platform.
Recommendation
DFS should review its webpages to ensure that all hyperlinks lead to related information to provide equitable access to critical information and services offered online by DFS to all Commonwealth residents.
Auditee’s Response
The issue in question was not a broken hyperlink and did not prevent any website user from accessing any web page or information. DFS acknowledges that an HTML formatting error caused plain text to appear as a hyperlink. DFS staff corrected this formatting error immediately upon learning of it. In addition to reviewing DFS webpages for broken links, which is done on a regular basis, staff are now reviewing new content for formatting errors such as the one identified here.
Auditor’s Reply
Based on its response, DFS has taken measures to address our concerns on this matter.
| Date published: | March 20, 2024 |
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