Overview
OSD did not ensure that all the hyperlinks within contract user guides (CUGs) for Statewide Contracts (SWCs) led to related information. Specifically, 3 of the 11 unique CUGs that we tested contained broken hyperlinks that did not lead to related information.
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 OSD as they relate to SWCs. Specifically, these hyperlinks could increase the likelihood that users will access outdated or incorrect information or will be directed to webpages that no longer exist.
Authoritative Guidance
The IT Accessibility Standards section of EOTSS’s Enterprise Information Technology Accessibility Policy states,
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 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 Issues
OSD told us that the hyperlinks were broken or faulty because certain webpages became defunct and others changed domains. Additionally, one of the hyperlinks was incorrectly linked to an OSD internal storage drive, meaning that the hyperlink destination was inaccessible to the public.
Recommendation
OSD should regularly review its posted CUGs and ensure that hyperlinks within them are up-to-date and functional.
Auditee’s Response
OSD acknowledges this issue and will take steps to implement regular reviews of the contract user guides to identify and fix broken links. OSD is currently in the process of redesigning the contract user guides and will consider what can be incorporated in a new design to lessen issues with broken links.
Auditor’s Reply
Based on its response, OSD will take measures to address our concerns on this matter.
| Date published: | April 25, 2024 |
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