2024年5月8日，新加坡通訊及新聞部部長、內政部第二部長楊莉明代表總理在國會書面答覆議員陳有明醫生關於公共部門電子服務的可用性問題。
以下內容為新加坡眼根據國會英文資料翻譯整理：
公共部門數碼服務的可用性測試
19 陳有明醫士詢問總理：
(a) 政府是否會考慮要求包括智慧型手機應用程式在內的所有公共部門數碼服務通過用戶介面和用戶體驗的最低可用性測試？
(b) 如果是，這些最低標準是否可以在綜合護理機構、社會及家庭發展部、社會工作者、公務員組織和老年人志願者（包括銀髮守護者）協商後決定？
楊莉明女士（代表總理）：政府致力於提供用戶友好且易於訪問的公共數碼服務。
首先，數碼服務標準 (DSS) 幫助各機構設計和開發 (a) 易於訪問且包容；(b) 可用；以及 (c) 相關的數字服務。數碼服務標準納入了《Web內容無障礙指南》 (WCAG)，這是一套國際標準，旨在提高老年人和殘疾人對 Web 內容的可訪問性。
第二，除了滿足 WCAG 標準外，DSS 還鼓勵機構在實施數字服務之前進行可用性檢查。除了直接吸引目標用戶外，機構還可以利用「智慧國家大使公民共同創造小組」，該小組包括來自不同群體的代表，例如殘疾人、低收入家庭和老年人。
第三，為了支持機構的這項工作，政府科技局 (GovTech) 定期對常用的在線服務進行獨立的可用性檢查，以幫助機構確定需要改進的領域。此外，政府科技局還為機構提供中央診斷工具，例如 (a) 政府應用分析 (WOGAA) 工具，該工具可自動實時報告交易完成率、客戶滿意度等指標；以及 (b) 無障礙站點掃描工具（Purple A11y），它可以幫助機構識別和糾正其網站中殘疾人可能難以訪問的部分。
這些程序的建立是為了使政府的在線服務便於用戶使用和訪問。我們歡迎提出具體建議或意見，幫助我們進一步改進。
以下是英文質詢內容：
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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