När tillgänglighet ska hända i praktiken : En studie av ansvar, beslut och uppföljning för digitalatjänster i offentlig sektor

Sammanfattning

Despite legal requirements for digital accessibility manyaccessibility issues remain unresolved in public sectororganizations. This qualitative study examines whichorganizational governance mechanisms and workingpractices influence whether identified accessibility issues areremediated and followed up. The study is based on semistructured interviews with professionals in operational rolesinvolved in the development and management of digitalpublic services. The data were analyzed thematicallyinformed by IT-Governance and Street-Level Bureaucracy.The findings show that accessibility work is primarilyconstrained by organizational factors rather than technicalexpertise. Formal responsibility for accessibility is typicallyassigned to management while operational staff lackdecision-making authority to prioritize and implement fixes.Accessibility issues are mainly addressed when they arelinked to legal risk or clear organizational consequences. Thestudy highlights the importance of clearer accountability andthe integration of accessibility into regular governance andmanagement processes to ensure effective remediation inpractice.