Overview
Some of the Division of Standards’ (DOS’s) webpages do not comply with state information technology (IT) accessibility standards for navigation accessibility. During our audit, we determined that 4 out of 20 DOS webpages we tested contained hyperlinks that did not allow users to navigate to the intended webpages (i.e., broken and faulty hyperlinks).
Broken or faulty hyperlinks negatively impact the user experience and make it difficult to locate additional relevant information. They can also limit some users from having equitable access to critical information and key online services offered by DOS (e.g., vendor licenses). Also, broken or faulty hyperlinks could increase the likelihood that users access and rely upon outdated or incorrect information or are directed to webpages that no longer exist.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,
- 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
DOS management stated that they do not regularly review website content to ensure that all hyperlinks lead to related information.
Recommendation
DOS 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 DOS to all Commonwealth residents.
Auditee’s Response
In 2018, the Commonwealth transitioned to [a new] operating system for agencies to utilize in updating their own content on agency websites. Prior to 2018, information technology staff were responsible for posting new web content and revisions to existing content, and for DOS this meant sending web content requests to staff in the Information Technology group for the Executive Office of Housing & Economic Development (HED-IT).
Since 2018, designated staff within each agency, having [operating system] access authority granted by the Executive Office of Technology Services & Security (“EOTSS”), have been responsible for maintaining agency website content. EOTSS staff, however, periodically review web content and inform agencies of any noted issues. DOS agrees that continuous review of our website is important. DOS personnel attend [operating system] user group meetings, and work regularly with EOTSS staff and others who view DOS’s website, to address identified issues including broken links. As noted during the audit, DOS believes the website accessibility findings identified by the Auditors were caused by factors not directly in DOS’s control but took immediate action to rectify these issues to the Auditors’ satisfaction. We will continue to work closely with EOTSS and others who view and analyze DOS’s website to ensure its accuracy and accessibility for all consumers.
Auditor’s Reply
While we acknowledge that EOTSS (as the oversight agency) plays a role in ensuring the accessibility of web content for state executive branch agencies, DOS should ensure that IT solutions and content are in compliance with accessibility standards of EOTSS’s Enterprise Information Technology Accessibility Policy. This is pursuant to Section 2 of Chapter 7D of the Massachusetts General Laws, which requires all state executive branch agencies, including DOS, to “adhere to the policies, procedures, and objectives established by the executive office of technology services and security.” Based on its response, DOS has taken measures to address our concerns on this matter.
| Date published: | March 19, 2024 |
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