Why all IT Companies Need a Strategy for digital Accessibility

This article is about the “third wave” of accessibility. What is meant is that new actors must consider accessibility, even though there is no direct legal basis. In the end, almost all IT service providers outside of certain niches must develop an accessibility strategy.

The first waves

The first wave concerned the public sector. For more than 20 years, it has been required to ensure accessibility through the German Accessible Information Technology Act. Similar laws exist in many countries. They oblige public authorities to design their digital services to be accessible, such as websites, PDFs, and apps. Implementation has so far only been partially successful.

Internal processes should also be accessible. This is regulated by the Federal Disability Equality Act (BGG). In practice, however, internal systems have often been neglected. These include so-called specialized procedures—digital workflows within public authorities, for example when applying for an ID card. Many of these processes are still not accessible today. In recent years, they have increasingly been reviewed and adapted. As part of digitalization efforts, such as through the Online Access Act (OZG), pressure to make these processes accessible is growing.

The second wave is the European Accessibility Act. The transition period ended in 2025. Since then, many companies have been required to make their services accessible. Implementation is not yet complete. Adjustments are still ongoing in many organizations.

Waiting it out didn’t help – the third wave

Now to the third wave: it arises from the interaction of these laws. IT service providers are indirectly coming under pressure to offer accessible products. They are often not legally obligated themselves because they operate in the B2B sector. However, their customers are required to use accessible solutions.

An example is a provider of a document management system. It may not be directly obligated. Its customers, such as public authorities, are. Therefore, they specifically ask for accessible software. Many providers then realize that their products do not meet these requirements.

This affects large parts of the IT industry. Many companies develop software for public authorities or other organizations. This software is used by employees and must therefore be accessible. The only exceptions are tools that run in the background, such as databases, PHP applications, and similar systems that typical users do not interact with. Accordingly, the demand for accessible solutions is increasing.

Pressure is also growing in the private sector. Companies must at least make the publicly accessible parts of their offerings accessible. These include, for example, online shops. The systems used must support accessibility, for instance through alternative text, properly labeled forms, and structured content. This also affects third-party services such as payment providers, package tracking, and tools that generate PDFs.

Another example is web frameworks. If a framework makes it difficult to implement accessibility, it is more likely to be replaced. In new projects, accessibility can be a decisive selection criterion. Providers are therefore increasingly competing on how well they implement accessibility.

Other software also needs improvement. This includes, for example, learning platforms. There are many, including commercial solutions like Knowtion, that have so far ignored the issue.

A similar need exists for content management systems, especially in the backend. Software for human resource management is also affected. This includes applications used by employees to request leave or access payslips. Such systems must be operable in an accessible way.

In general, software in public authorities and companies must be accessible. This applies both to usability and to the content created with it. An important example is PDFs. They are still produced in large quantities. However, many systems cannot generate accessible PDFs. Retrofitting is complex and has long been neglected.

The consequences are now becoming clear. Customers are increasingly asking for accessible solutions. IT service providers are therefore seeking support with accessibility themselves. Procurement departments and disability representatives in public authorities are also paying more attention to accessibility and, in some cases, only purchase compliant software.

This affects many areas, for example universities. Interest groups and expert bodies are increasingly reviewing these for accessibility. In some cases, tests are also conducted with affected users. If software does not meet the requirements, it must be improved or replaced, or it cannot be purchased.

In summary: the third wave arises from indirect pressure. Even companies without a direct legal obligation must offer accessible solutions because their customers depend on them. This pressure will continue to increase in the coming years. Those who do not keep up may lose some major clients.

Ignorance comes at a cost

A central problem is the lack of knowledge and experience. Many providers do not know how accessible their software actually is. The topic has often been ignored, and as a result, internal expertise is lacking.

Incorrect claims are particularly critical. Anyone who asserts that their software is accessible without verifying it is taking a significant risk. It is also problematic to announce improvements and then fail to implement them. Short-term measures, such as the use of overlays, do not solve the underlying issues.

In the long term, this can have serious consequences. Customers may demand improvements, terminate contracts, or claim damages. Loss of trust is also a major risk. In interconnected industries, it quickly becomes known when providers are unreliable.

Time to act

Many companies have postponed this issue for too long. Small and medium-sized providers in particular have often failed to prioritize accessibility. As a result, the necessary expertise is now lacking within these organizations.

Building expertise is challenging. Skilled professionals are rare, and the requirements vary greatly depending on the type of software. A learning platform has different requirements than a document management system.

Even when expertise is available, improvements take time. Major issues can often be resolved more quickly, but smaller details can be time-consuming. In complex systems, adjustments often require multiple development cycles. Depending on the scope, implementation can take months or even years.

I recommend that all IT companies with around 20 or more employees firmly integrate accessibility into their organization. Do not wait for external pressure to build. Accessibility should be a strategic objective, especially if you operate internationally. In many markets, accessibility is a decisive factor when selecting software.

The first step is therefore: include accessibility in your planning. Integrate it into existing processes and throughout the entire product lifecycle.

The second step is to create a clear action plan. Define how accessibility will be implemented step by step. It is often considered less important and repeatedly postponed, which leads to it not being implemented in practice. A structured plan helps to set priorities and ensure progress. Start with measures that are quick to implement and have a high impact. Detailed improvements can follow afterward.

An important part of the action plan is building expertise. Without internal knowledge, accessibility cannot be implemented sustainably. You can develop knowledge internally or rely on external support. External specialists, such as freelance experts, are often a good solution. They bring specialized knowledge and are not in direct competition with the company.

The next step is to systematically evaluate your products. Use established testing methods and critically assess the results. It is not enough to assume your own software performs well. The evaluation must be independent and transparent. Document the results and derive concrete measures from them.

The identified issues should then be integrated into the development process. Plan tasks in a binding way and prioritize them appropriately. This requires support from leadership and product owners. Accessibility must be considered continuously.

At the same time, knowledge should be distributed more broadly within the organization. Accessibility affects many areas: design, development, user experience, and content. Basic knowledge should be present in all of these areas.

Training alone is not sufficient. It is important to complement training with additional measures such as knowledge-sharing formats, integration into workflows, and regular engagement with the topic.

Once a solid level is achieved, you can communicate your progress transparently. Publish an accessibility statement and provide test reports. These should be summarized in an understandable way, even if the details are complex.

An established framework for this is the Voluntary Product Accessibility Template (VPAT). This format is widely used internationally and helps to present the accessibility of products in a structured way. It is likely to gain importance in German-speaking regions as well.

It is important that such information is accurate and up to date. Unclear or incorrect statements can destroy trust.

In summary: integrate accessibility early, plan systematically, build expertise, and regularly review your products. This will create a solid foundation for upcoming requirements. Those who fail to take the first steps in time will ultimately bear responsibility for the consequences.