The United Arab Emirates’ 2nd National Digital Accessibility Forum, held under the theme “Designing for the Community, Empowering Everyone”, brought together 166 experts and practitioners committed to advancing inclusive digital transformation.
The event, organized by the Telecommunications and Digital Government Regulatory Authority (TDRA), underscored the importance of ensuring equal access to digital services for all segments of society, including People of Determination and seniors.
In a year marked as the Year of Community, the Forum reflected the UAE’s commitment to inclusive digital government, with accessibility embedded at the heart of initiatives such as Abu Dhabi’s TAMM platform, Dubai’s Service 360, Dubai Model Centre, and the UAE Design System.
Manal Al Afad, representing TDRA, highlighted that the Forum “reflects TDRA’s commitment to building an inclusive digital society where technology empowers all segments of the community” and that their team is proud to lead national efforts that transform accessibility from a compliance requirement into a culture of design that leaves no one behind”.
Accessible by Design
A recurring theme was the importance of service design that prioritizes accessibility, usability, and inclusion from the outset. Rather than being viewed as a compliance exercise, accessible design was presented as a fundamental commitment to empowerment and empathy.
UNU-EGOV’s Morten Meyerhoff Nielsen stressed that “accessibility and usability are not optional extras. They are the foundation of trust and adoption in digital government. If a service requires assistance to be used, then the design is simply not good enough”.
In his presentation, titled “User Needs in Developing Inclusive and Accessible Digital Services”, Nielsen emphasized that adopting an Accessible by Design approach at every stage of service development ensures better outcomes for all. Such an approach not only enhances usability but also increases adoption and user satisfaction. Also speaking at the event International Telecommunication Union (ITU), Roxana Widmer-Iliescu reminded participants that “allowing people of determination and seniors full access to technology is not just a goal, it is our shared duty.”
Comparative Insights on Service Design Standards
The UNU-EGOV contribution drew from a comparative analysis of 19 national service design standards and systems, plus four sub-national ones. Key findings highlighted areas of progress and ongoing challenges. Morten Meyerhoff Nielsen explained that good service design “goes far beyond graphics or interfaces” and “must cover the full user journey.” He noted that “by embedding accessibility and customer-centricity from the start, governments can ensure digital inclusion for all, not just persons with disabilities”.
He pointed out three key findings:
- User engagement: While most countries reference user-centred design, only a minority mandate active user involvement (such as testing) in practice, limiting inclusion of real user voices.
- Accessibility compliance: Despite many governments having accessibility standards on paper, fewer than half set measurable criteria or enforce compliance, resulting in gaps between policy and practice.
- Inclusive design scope: A small number of governments, notably Denmark and the UK, apply strong governance and cover the full user journey. However, many omit vital elements such as post-launch feedback or inter-agency coordination.
He underlined that written standards alone will not guarantee accessibility. Instead, strong governance frameworks, continuous user involvement, and measurable accountability are essential to ensure public services achieve their intended impact. “Having a standard on paper is never enough,” he concluded. “True digital inclusion requires governance structures, user involvement at every stage, and accountability for outcomes. Only then can public services deliver on their promise of empowerment”.
A Regional Movement Towards Inclusion
The event, spearheaded by Manal Al Afad and the TDRA team, showcased regional and international efforts to advance accessibility. Participants included representatives from the ITU, Accessibility Arabia, the Mada Center, Abu Dhabi’s TAMM platform, and Ajman Academy.
Special contributions from experts including Monica Duhem, Roxana Widmer-Iliescu, Dr. Maisa Obeid, and Rahaf Abu Mayyaleh enriched the discussions and highlighted a shared commitment to Accessibility for All.
The Forum reinforced that true digital transformation is inseparable from inclusion, and that building accessible services is not just good design practice, but a social responsibility.
