Generative AI’s meteoric rise last year came as the Federal Government reaffirmed ADA mandates towards accessibility, notably digital accessibility, with local governments required to meet the standards called Web Content Accessibility Guidelines Version 2.1, Level AA (herein referred to as WCGA) by 2026 or 2027.
WCGA denotes several requirements about accessibility when it comes to web content provided by State or Local Government. Although exceptions are made for some documents and private information, many municipalities are apprehensive about potential disruptions that may occur when trying to refashion their digital infrastructure to meet (and support moving forward) these standards.
One method that some municipalities are exploring is if and where AI can help meet WCGA compliance.
Although Artificial intelligence in popular culture makes us think of the overarching villain in movies like Terminator or The Matrix, the reality is that AI is a broad term that defines code which takes fuzzy inputs to calculate a clear output. A GPS app mapping out the fastest route with current conditions, a music streaming app’s recommendation algorithms, and the ads we see on our phones are all examples of AI in action.
Comparatively, what makes ChatGPT (and Generative AI) impressive is how it combines many functions with a linguistic capability that is able to process and explain the output similar to how a human does. For example, asking a search engine to create a meal from a list of five ingredients will just link to articles that mention those ingredients by name. However, asking Generative AI the same question will create a recipe, and walk through how to combine and cook the ingredients.
Compared to expensive early AI models of the past, utilizing Generative AI for WCGA compliance has a relatively lower barrier to entry. Places where AI has already proved prudent is around complex language simplification, input assistance, and operability. Some municipalities go above and beyond the requirements, by using AI for additional functionality, including multi-lingual support and after-hours or audio based virtual assistance.
AI can be used to:
-Parse complex municipal codes, ordinances, and general legalese into common language. For elaborate processes, AI can help walk applicants step-by-step on what they need, unique to their individual needs or circumstance.
-Provide alternatives to paper forms, through an online option or through a virtual agent that can use voice-to-text capability to fill out forms without needing to use a keyboard or print out & deliver a paper form.
-Aid in navigation by providing additional information or the location of sources instantly, reducing the potential for users to get lost, while also understanding misspellings and synonyms to ensure that users end up in the right place.
-Translates English into multiple languages, especially if there isn’t a translator for certain languages on staff.
-Support constituents during unstaffed hours through the use of a virtual agent, which can help answer multi-lingual questions over the phone for requesters that are not able to use the website, or help fill out forms on their behalf.
For municipalities leveraging AI vendors, it is important to vet the vendor's commitments to other WCGA accessibility requirements, such as compatibility with screen readers or alternatives to keyboard inputs, as the vendor’s content will also need to be compliant.
In summary, AI provides solutions for accessibility requirements outlined in WCGA for municipalities, while improving service delivery. AI can provide functions such as after-hours or multi-lingual support, once seen as prohibitively expensive, in a matter that’s cost effective and efficient. AI can also be used to improve the accessibility of historical documents, without making municipalities choose between a megaproject or removing those resources from their digital footprint. Finally, utilizing AI to achieve these goals can demonstrate a commitment to constituents that accessible service delivery is a priority for their local government.
To learn more about how Polimorphic's AI solutions can help you reach ADA compliance, email our team at contact@polimorphic.com.
