State agencies told to make digital services inclusive for persons with disabilities

• Wendot warned that poorly designed digital platforms could deny persons with disabilities employment opportunities, delay access to government services and force them to depend on others to complete routine transactions, compromising their privacy and independence.

Government institutions have been urged to audit their digital platforms and allocate funds to remove barriers preventing persons with disabilities from accessing public information and essential services.

The call was made on Friday during a Roadmap Validation and Inception Forum on Digital and ICT Accessibility Maturity at the Kenya School of Government (KSG).

Cabinet Secretary for Gender, Culture and Children Services Hannah Wendot, who represented Chief of Staff and Head of Public Service Felix Koskei, said inclusivity must be central to Kenya's digital transformation agenda.

“The most salient feature of our true digital transformation is that it is inclusive,” Wendot said.

She cited the Persons with Disabilities Act, 2025, as a legal framework for advancing disability rights, urging government institutions to translate its provisions into equitable public services.

“Accessibility should not be treated as an afterthought or the responsibility of ICT departments alone, but as a fundamental consideration in the overall delivery of government services,” she said.

Wendot warned that poorly designed digital platforms could deny persons with disabilities employment opportunities, delay access to government services and force them to depend on others to complete routine transactions, compromising their privacy and independence.

She urged government agencies to incorporate inclusive design into digital platforms and factor the needs of persons with disabilities into their planning, budgeting and procurement processes.

Head of Diversity, Inclusion and Disability Rights Isaac Mwaura said inaccessible government communication also prevented persons with disabilities from participating in public life, including accessing job opportunities, state tenders and information on essential services.

“Information is a fundamental resource for participation in public life, and its accessibility should not depend on an individual's disability. Government communication must be designed to reach all citizens, rather than expecting persons with disabilities to find alternative ways of accessing information that should ordinarily be available to everyone,” Mwaura said.

He disclosed that his office was developing guidelines requiring government institutions to provide sign-language interpretation, captioning, accessible digital documents, voice narration and simplified information formats.

The measures are expected to improve access to government announcements and services for people with hearing, visual, intellectual and other disabilities.

National Council for Persons with Disabilities (NCPWD) Chief Executive Officer Dr. Munene Michael, however, challenged government agencies to move beyond policy commitments and take practical steps to remove existing barriers.

He proposed appointing an accessibility focal person at director level, conducting audits of websites, digital platforms and physical facilities, and developing funded plans to address identified gaps.

Munene offered the council's technical support to institutions undertaking the assessments, urging them to document their progress and submit regular reports.

He warned that audits would have little impact without funds to implement the recommended changes.

Principal Secretary for Gender, Culture and Children Services Karen Ageng'o welcomed the proposed assessments, disclosing that the State Department for Children Services had already audited its website to establish its level of digital accessibility.

“My department is committed to addressing identified gaps, particularly those affecting children with disabilities seeking information and support through services such as the Child Helpline,” Ageng’o said.

She stressed the need to ensure children with disabilities are not excluded from essential protection and support services because of communication barriers.

British Deputy High Commissioner Dr. Ed Barnett reaffirmed the United Kingdom's commitment to supporting Kenya in developing safe, accountable and inclusive digital systems.

Barnett called for continued collaboration to translate policy commitments into practical results.

Principal Secretary for Immigration and Citizen Services Dr Belio Kipsang said the government's digital service delivery agenda must ensure persons with disabilities are not disadvantaged as more services move online.

He noted that technology should simplify access to public services rather than create additional obstacles, particularly for citizens who rely on assistive technologies.