2024年5月8日，新加坡通讯及新闻部部长、内政部第二部长杨莉明代表总理在国会书面答复议员陈有明医生关于公共部门电子服务的可用性问题。
以下内容为新加坡眼根据国会英文资料翻译整理：
公共部门数码服务的可用性测试
19 陈有明医士询问总理：
(a) 政府是否会考虑要求包括智能手机应用程序在内的所有公共部门数码服务通过用户界面和用户体验的最低可用性测试？
(b) 如果是，这些最低标准是否可以在综合护理机构、社会及家庭发展部、社会工作者、公务员组织和老年人志愿者（包括银发守护者）协商后决定？
杨莉明女士（代表总理）：政府致力于提供用户友好且易于访问的公共数码服务。
首先，数码服务标准 (DSS) 帮助各机构设计和开发 (a) 易于访问且包容；(b) 可用；以及 (c) 相关的数字服务。数码服务标准纳入了《Web内容无障碍指南》 (WCAG)，这是一套国际标准，旨在提高老年人和残疾人对 Web 内容的可访问性。
第二，除了满足 WCAG 标准外，DSS 还鼓励机构在实施数字服务之前进行可用性检查。除了直接吸引目标用户外，机构还可以利用“智慧国家大使公民共同创造小组”，该小组包括来自不同群体的代表，例如残疾人、低收入家庭和老年人。
第三，为了支持机构的这项工作，政府科技局 (GovTech) 定期对常用的在线服务进行独立的可用性检查，以帮助机构确定需要改进的领域。此外，政府科技局还为机构提供中央诊断工具，例如 (a) 政府应用分析 (WOGAA) 工具，该工具可自动实时报告交易完成率、客户满意度等指标；以及 (b) 无障碍站点扫描工具（Purple A11y），它可以帮助机构识别和纠正其网站中残疾人可能难以访问的部分。
这些程序的建立是为了使政府的在线服务便于用户使用和访问。我们欢迎提出具体建议或意见，帮助我们进一步改进。
以下是英文质询内容：
USABILITY TESTS FOR PUBLIC SECTOR E-SERVICES
19Dr Tan Wu Mengasked the Prime Minister (a) whether the Government will consider requiring all public sector e-services including smartphone apps to pass minimum usability tests for user interface and user experience; and (b) if so, whether these minimum standards can be decided with consultation among the Agency for Integrated Care, the Ministry of Social and Family Development, social workers, civil service organisations and volunteers of senior citizenry, including Silver Guardians.
Mrs Josephine Teo (for the Prime Minister): The Government is committed to delivering public digital services which are user-friendly and accessible.
First, the Digital Service Standards (DSS) helps agencies design and develop digital services that are (a) accessible and inclusive; (b) usable; and (c) relevant. The DSS incorporates the Web Content Accessibility Guidelines (WCAG), which is a set of international standards to increase the accessibility of web content for seniors and persons with disabilities.
Second, in addition to meeting the WCAG standards, the DSS further encourages agencies to conduct usability checks prior to implementing their digital services. Besides engaging their target users directly, agencies can tap on the Smart Nation Ambassador Citizens Co-Creation Group which includes representatives from diverse groups, such as persons with disabilities, low-income families and seniors.
Third, to support agencies in this effort, the Government Technology Agency (GovTech) conducts regular independent usability checks on frequently used online services to help agencies identify areas of improvement. In addition, GovTech provides agencies with central diagnostic tools, such as the (a) whole-of-Government Application Analytics (WOGAA) tool which automates real-time reporting of metrics such as transaction completion rate, customer satisfaction; and (b) Purple A11y, which helps agencies identify and rectify parts of their websites which persons with disabilities may find hard to access.
The processes are in place so that government online services are user-friendly and accessible. We welcome specific suggestions or observations that can help us improve further.
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