Challenge
The challenge is entitled: How could we ensure that the information published on the websites of the Provincial Council of Bizkaia is perceived as clear, understandable, and adapted to the needs of all citizens?
Context
Bizkaia.eus is the main digital channel for accessing information from the Provincial Council of Bizkaia (PCB). There are also other PCB websites on specific services or topics. The current content across platforms presents comprehension and accessibility challenges: content is published with different criteria depending on the department (despite efforts to create a unified style), the language can be overly technical, and formats are not always adapted to be more understandable. This makes it difficult for citizens to understand the information independently.
There are internal trainings and a department that ensures the application of plain language, but they are not responsible for reviewing published or existing content. They provide guidelines to ensure a writing style that facilitates understanding by any citizen.
Interviews reveal that the lack of clear and accessible language is the main barrier. Much of the content is presented in PDFs with technical terms and complex structures. Additionally, the digital experience is not fully optimized for mobile, the device most used by citizens. Although responsive design is being worked on, excessive content can lead to unclear structures and require long scrolling to find desired information. Furthermore, the site lacks personalization options for older adults or people with physical or cognitive needs. There is also no system that validates clarity and accessibility before publication.
Transforming the PCB webs ecosystem into more user-friendly and transparent solutions requires ensuring that information is clear, understandable, and adapted to different needs. This requires a comprehensive approach: simplifying language, using correct non-sexist terminology, and incorporating cognitive, visual, and linguistic accessibility guidelines. It also means establishing consistent criteria, validation tools, and processes that ensure terminological coherence in both languages.
As part of this challenge, the goal is to apply this philosophy to already-published content. The aim is to enable a more inclusive website for citizens seeking existing information.
Challenge description (PDF)
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