Why Public Institutions Need Multilingual, Accessible Websites

If your institution is planning a new government website or reviewing proposals from web development vendors, this article is for you. You’re likely to have design, security, and functionality considerations, as necessary for every public institution website project, but it’s very important that you consider issues of website accessibility and availability in multiple languages.

This is because government websites are the front door to essential public services. And if citizens cannot access information because of language barriers or inaccessible design, public institutions would not effectively serve everyone.

Providing multilingual and accessible digital services is both a legal requirement in many jurisdictions and a practical necessity for modern government institutions. Inclusion extends beyond translating content—it requires designing websites that accommodate people with disabilities, different language backgrounds, and varying levels of digital literacy.

Why Multilingual and Accessible Websites Matter

Public institutions serve diverse communities, including non-native speakers, people with disabilities, and citizens with different levels of digital experience.

Every government website must be available in multiple languages to help build trust among minority communities and marginalised groups. Studies have shown that 62% of users trust a government website more when content is available in their native language.

Multilingual websites also support international trade, attract foreign investment, and make it easier for foreign visitors and diplomats to access government information.

Accessibility and clear content also improve operational efficiency. Easy-to-understand information reduces errors during online applications and lowers the number of support enquiries. Government portals with multilingual support have recorded up to a 40% increase in form completion rates and a 28% reduction in help-desk enquiries.

Accessibility Standards

The global benchmark for accessible websites is the Web Content Accessibility Guidelines (WCAG), developed by the World Wide Web Consortium (W3C). WCAG 2.1 Level AA is the recognised standard adopted by most governments for public sector websites.

These standards are based on four principles known as POUR:

• Perceivable – Information should be presented in ways users can perceive.
• Operable – Website navigation and controls should be usable without requiring a mouse.
• Understandable – Content and navigation should be clear and easy to understand.
• Robust – Websites should function reliably across browsers, devices, and assistive technologies.

Building Accessible Multilingual Websites

An accessible multilingual website should provide meaningful alternative text for images, captions for videos, transcripts for audio content, and sufficient colour contrast for readability.

Every form, button, and navigation element should be fully accessible using a keyboard. Websites should also use semantic HTML, including proper heading structures and ARIA labels, to support screen readers.

Plain language should be used wherever possible. Avoiding jargon and overly complex language improves accessibility for users with learning disabilities, people under stress, and those relying on machine translation.

Language metadata should also be included using HTML language attributes so assistive technologies can correctly identify and pronounce each language.

When a webpage contains content in more than one language, each section should be identified with the appropriate language tag to ensure accurate interpretation by screen readers.

Documents such as PDFs should contain machine-readable text rather than scanned images to remain accessible.

Translation is Not Enough

Creating multilingual government websites requires more than direct translation.

Transcreation helps preserve the intended meaning while adapting content to cultural and linguistic differences. This ensures government information remains clear and understandable across different audiences.

Language switchers should also preserve a user’s location within the website, allowing visitors to change languages without losing their place.

Accessibility Statements

Government websites should publish an Accessibility Statement outlining:

• The website’s compliance status.
• Known accessibility issues.
• Contact details for reporting accessibility barriers.
• The relevant enforcement procedure.

This promotes transparency and allows users to report issues or request information in alternative formats.

Accessibility is a Shared Responsibility

Accessibility is not the responsibility of developers alone. It involves policymakers, IT teams, content editors, and third-party contractors working together to ensure digital services remain inclusive.

Content should be accessible before it is translated to avoid unnecessary rework. While machine translation can reduce costs, human review remains essential to ensure cultural accuracy and comprehension.

Public institutions are also responsible for ensuring that third-party systems, such as payment platforms and booking portals integrated into their websites, meet accessibility requirements.

Accessibility should be monitored through regular automated and manual audits, while editorial teams should receive training on creating accessible content, including proper headings and alternative text. Developing multilingual glossaries also helps maintain consistent terminology and reduce translation errors.

Building Inclusive Digital Services

Accessible and multilingual government websites are essential to delivering public services fairly and effectively. By following WCAG 2.1 Level AA standards, implementing the POUR principles, and making multilingual access part of the design process, public institutions can ensure their digital services are accessible to people of different abilities, languages, and technologies.

At EnspireFX, we build government websites with accessibility and multilingual support in mind, helping public institutions deliver digital services that are inclusive, compliant, and accessible to every citizen.