As we approach 2026, web accessibility for utility providers has evolved from a compliance checkbox to a strategic imperative. Recent legal developments and the Department of Justice's continued focus on digital accessibility under the ADA have made one thing clear: accessible websites are no longer optional. More importantly, customer expectations have shifted—those managing tight budgets need seamless access to payment plans, energy assistance programs, and outage reporting.

Practical Solutions for Real-World Constraints

The challenge for utilities is providing enterprise-level accessibility without overwhelming resources. Fortunately, modern AI-powered accessibility widgets have democratized what used to require extensive custom development. These tools automatically enhance website functionality for users with diverse needs—adjusting contrast, font sizes, keyboard navigation, and screen reader compatibility—all without rebuilding your existing site.

Focus Areas for Maximum Impact

Rather than attempting to tackle everything at once, utilities can prioritize specific high-impact areas:

Self-Service Features: Ensure bill payment portals, outage reporting forms, and account management tools work seamlessly with assistive technologies. Clear form labels, helpful error messages, and confirmation feedback are essential. When customers can handle routine tasks independently online, everyone benefits—including your customer service team.

Mobile Experience: With most utility website traffic coming from mobile devices, mobile accessibility is critical. Large touch targets, simple forms, and readable content without zooming serve both customers with disabilities and everyone accessing your site from smartphones.

Essential Documents: Bills, notices, and forms should be properly formatted for screen readers. Most modern PDF tools include accessibility checking features—use them before publishing.

The Connection to Customer Service

Accessibility directly supports serving all customers effectively. Communities facing economic challenges often include higher percentages of people with disabilities, older adults, and individuals with limited digital literacy. When vulnerable customers can't access assistance programs or billing information online due to accessibility barriers, they face additional hurdles in getting the help they need.

Steps You Can Take Now

Start with an AI-powered accessibility solution that provides immediate improvements across your entire website. Train staff who publish content on basic accessibility practices—descriptive link text, proper document structure, and meaningful image descriptions. Test your most critical features using only keyboard navigation to identify obvious issues.

Remember that accessibility doesn't have to be perfect to be valuable. Many utilities find that accessibility tools pay for themselves through reduced call center volume when more customers successfully complete tasks online.

Moving Forward

Achieving meaningful accessibility has never been more attainable. With modern tools and a focused approach to critical features, utilities can provide accessible service to all customers without overwhelming their resources. The utilities that will thrive recognize accessibility not as a burden but as an opportunity to serve their entire community effectively.

In an era where digital access to essential services is fundamental, prioritizing accessibility in practical, achievable ways ensures every customer—regardless of ability—can access the services they depend on.

--- Article provided by Donald Moore, President Moore Tech Solutions, Inc. Moore Tech Solutions provides website services for CSA and several member utilities.