AI and digital accessibility: meeting WCAG with AI, and an AI assistant that is accessible itself
Short answer
The EU Web Accessibility Directive requires public bodies to meet WCAG 2.1 level AA for websites, apps and documents, with a public accessibility statement. Many fall short, mainly because of the mountain of PDFs and language that is too hard. AI can propose alt text, restructure documents and rewrite texts at a plain level. An AI assistant on the website must meet the same requirements itself: operable by keyboard and screen reader, with a human alternative.
The duty
The directive has applied to public websites since 2018 and to apps since 2021. The standard is EN 301 549, which refers to WCAG 2.1 levels A and AA. Every public body publishes an accessibility statement in a fixed place; in the Netherlands those statements are visible in a national dashboard. Documents offered through the website are covered, and that is where most authorities get stuck: thousands of PDFs of council papers, permits and forms.
Where AI helps
| Requirement | What AI does | What the editor does |
|---|---|---|
| Alternative text | Describes images, maps and charts as a proposal | Checks that the description conveys the function of the image |
| Document structure | Recognises headings, lists and tables in a flat PDF and builds the structure | Checks the reading order |
| Plain language | Rewrites at a plain level while keeping the legal content | Checks that the meaning is unchanged |
| Captions | Transcribes council meetings and videos | Corrects names and technical terms |
| Forms | Proposes clear labels, error messages and instructions | Tests with users |
See Plain-language letters with AI for the method of rewriting, and Translating with AI for multilingual residents for the other side of reach.
An AI assistant that is accessible itself
A chat window on the authority’s website is a web application itself and falls under the same standard. In practice it often fails on:
- Keyboard. The window must be fully operable without a mouse, to open, use and close, with visible focus.
- Screen readers. New answers must be announced; a screen reader that notices nothing of an answer is a closed door.
- Contrast and text size. Also in the chat window, also when zoomed to 200 percent.
- An alternative. Whoever cannot or does not want to use the assistant must be able to get the same information another way: phone, desk, email. See AI in citizen contact.
- Understandable answers. An answer at an academic reading level is not accessible, even if it technically meets every criterion.
How werqly fits in
Council papers, permits and forms contain personal data; restructuring them in a public tool is not an option. With werqly the restructuring and rewriting run on a dedicated node, with the authority’s style guide as a source and a log of what was changed. The assistant interface is operable by keyboard and screen reader. See AI for local government.
Frequently asked questions
Questions on this topic
May AI write alt text?
As a proposal, yes. Alt text must convey the function of the image in context, and a model cannot always see that. An editor checks, especially for maps, charts and images containing text.
Can AI make our old PDFs accessible?
Largely. AI recognises structure, sets up headings and tables and writes alt text. Documents with complex tables or scanned signatures remain manual work. Start with the documents downloaded most.
Must our chatbot meet WCAG too?
Yes. A chat window is part of the website and falls under the accessibility rules. Keyboard, screen reader, contrast and an alternative channel are the requirements it usually fails.
What about WCAG 2.2?
The European standard EN 301 549 refers to WCAG 2.1 AA. WCAG 2.2 is the newer version of the guidelines; a body that meets 2.2 also meets 2.1.
Sources
- Directive (EU) 2016/2102 on the accessibility of public sector websites and mobile applications
- W3C — Web Content Accessibility Guidelines (WCAG) 2.1
This article is general information, not legal advice. Rules and guidance change; check the sources listed or ask your lawyer or DPO if in doubt.