Our Commitment
The Government of Kenya is committed to ensuring that the eCitizen digital services portal is accessible to all citizens, including people with disabilities. Access to government services is a fundamental right, and we believe that no citizen should be excluded from using public services due to a disability or impairment.
Our accessibility efforts are aligned with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA, published by the World Wide Web Consortium (W3C). We continuously work to improve the accessibility of eCitizen and welcome feedback from citizens with disabilities to help us identify and resolve barriers.
WCAG 2.1 AA
Target Standard
December 2025
Last Audit
5 Business Days
Response Time
Conformance Status
Partially Conformant
eCitizen is partially conformant with WCAG 2.1 Level AA. Partial conformance means that some parts of the content do not fully conform to the accessibility standard. We are actively working to address all identified gaps.
The main areas where we currently meet or exceed WCAG 2.1 AA requirements include:
- Sufficient colour contrast ratios across all primary text and interactive elements (minimum 4.5:1 for normal text, 3:1 for large text).
- Text alternatives (alt attributes) for all meaningful images and icons throughout the platform.
- Logical heading hierarchy (H1–H6) used consistently across all pages for screen reader navigation.
- All interactive elements are reachable and operable via keyboard alone.
- Forms include visible labels, error messages, and descriptive ARIA attributes for all input fields.
- Focus indicators are visible on all interactive elements for keyboard-only users.
Technical Specifications
The eCitizen platform is built using modern web standards that support accessibility:
HTML5
Semantic HTML5 markup is used throughout the platform to convey the meaning and structure of content to assistive technologies.
WAI-ARIA
Accessible Rich Internet Applications (WAI-ARIA) attributes are applied to dynamic content and custom interface components to communicate state and role information to screen readers.
CSS3
Responsive CSS3 layouts ensure the interface adapts correctly to different screen sizes, zoom levels, and viewport configurations without loss of functionality.
Next.js / React
The platform uses Next.js with server-side rendering, ensuring content is accessible even before JavaScript executes, which is important for users of older assistive technologies.
The platform has been tested with the following screen reader and browser combinations:
| Screen Reader | Browser | Platform |
|---|---|---|
| NVDA | Google Chrome | Windows |
| JAWS | Microsoft Edge | Windows |
| VoiceOver | Safari | macOS / iOS |
| TalkBack | Chrome | Android |
Known Limitations
Despite our efforts, some content on eCitizen has known accessibility limitations. We are actively working to address all of the following issues. Where a reasonable alternative is not yet available, citizens may contact our accessibility support line for assistance.
Legacy PDF Forms
In ProgressTarget: Q2 2026Some older government forms available for download are PDFs generated by third-party agencies and may not be fully tagged for screen reader accessibility. We are working with the respective agencies to replace these with accessible versions.
Knowledge Base Video Content
In ProgressTarget: Q1 2026Video tutorials in our Knowledge Base may not have full closed captions or audio descriptions. Automatic captions have been enabled as an interim measure. Human-reviewed captions are being added progressively.
Complex Data Tables in Reports
PlannedTarget: Q3 2026Some dynamically generated application status tables in the citizen dashboard may not include proper table headers and summary attributes for screen reader users.
Third-Party Payment Widget
Under ReviewTarget: TBCThe embedded payment processing widget is provided by a third-party payment processor. We are engaging the provider to ensure WCAG AA compliance. As an alternative, citizens may use the USSD payment option via *XXX#.
Assistive Technologies Supported
eCitizen is designed to work with a wide range of assistive technologies. We officially support and test against:
Screen Readers
- JAWS (Windows)
- NVDA (Windows, free)
- VoiceOver (macOS, iOS)
- TalkBack (Android)
Keyboard Navigation
- Full keyboard operability without a mouse
- Logical, predictable tab order throughout all pages
- Keyboard shortcuts for common actions
- Skip navigation link to bypass repetitive headers
Display Adaptations
- High contrast mode (Windows/macOS system setting)
- Forced colours mode (Windows)
- Text resize up to 200% without horizontal scrolling
- Dark mode supported natively
Motor Accessibility
- Switch access compatible interface
- Large click/tap target areas (minimum 44×44px)
- No time limits on form sessions (configurable)
- No flashing content that could trigger seizures
Feedback & Reporting Barriers
We welcome feedback from citizens who encounter accessibility barriers when using eCitizen. Your reports help us continuously improve the platform and ensure no citizen is excluded from accessing government services.
How to Report an Accessibility Issue
Formal Complaints
If you have reported an accessibility barrier to us and are not satisfied with our response, or if you believe we have not addressed your concern within a reasonable time, you may escalate your complaint to:
Ministry of Information, Communications and the Digital Economy
Attn: Digital Accessibility Compliance
Telposta Towers, Kenyatta Avenue
P.O. Box 27150-00100, Nairobi, Kenya
Website: www.ict.go.ke
Citizens may also seek recourse through the Kenya National Commission on Human Rights (KNCHR) if they believe their right of access to government services has been infringed due to an unresolved accessibility barrier.
Assessment Approach
The Government of Kenya assesses the accessibility of eCitizen through the following ongoing activities:
Self-Evaluation
Our internal development and quality assurance teams conduct regular accessibility reviews as part of the software development lifecycle. All new features are tested against WCAG 2.1 AA criteria before release.
Third-Party Audit
An independent accessibility audit was conducted in December 2025 by a certified accessibility specialist. The audit covered a representative sample of all major user journeys on the platform.
User Testing
We periodically invite citizens with disabilities to participate in user testing sessions to provide direct feedback on the accessibility of the platform from a real-world usage perspective.
Automated Scanning
Automated accessibility scanning tools are integrated into our CI/CD pipeline to catch regressions and common issues with every code deployment.
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