Driving Section 508 Compliance: Transforming Healthcare Access
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The U.S. healthcare system is among the most expansive and multifaceted in the world, involving multiple stakeholders, regulatory intricacies, varied payment models, a mix of public and private funding, and persistent challenges related to data standardization and interoperability. At the center of efforts to manage this complexity is a federal healthcare benefits agency that plays a critical role in simplifying processes, enhancing healthcare quality, improving access to care, and fostering a more patient-centered and efficient system for over 100 million beneficiaries, many of whom have disabilities.
Within this agency, the public health coverage programs division leads the formulation, coordination, integration, and implementation of national program policies and operations for major public health coverage initiatives, including a low-income health coverage program, a children’s public health coverage program, and a supplemental public health coverage program. This division is responsible for producing and publishing guidance, policy documents, and resources on a public health benefits information portal, which beneficiaries rely on for essential information and access to benefits. By law, all such resources must comply with Section 508 accessibility standards before they are made publicly available.
While the agency is legally required to meet Section 508 accessibility standards, its commitment to accessibility extends well beyond regulatory compliance. The organization strives to be a model employer for individuals with disabilities and is dedicated to ensuring equitable access to its programs and services in alignment with Section 504 of the Rehabilitation Act of 1973. Additionally, the agency is committed to delivering an exceptional user experience for all beneficiaries, with accessibility serving as a foundational principle.
Within this agency, the public health coverage programs division leads the formulation, coordination, integration, and implementation of national program policies and operations for major public health coverage initiatives, including a low-income health coverage program, a children’s public health coverage program, and a supplemental public health coverage program. This division is responsible for producing and publishing guidance, policy documents, and resources on a public health benefits information portal, which beneficiaries rely on for essential information and access to benefits. By law, all such resources must comply with Section 508 accessibility standards before they are made publicly available.
While the agency is legally required to meet Section 508 accessibility standards, its commitment to accessibility extends well beyond regulatory compliance. The organization strives to be a model employer for individuals with disabilities and is dedicated to ensuring equitable access to its programs and services in alignment with Section 504 of the Rehabilitation Act of 1973. Additionally, the agency is committed to delivering an exceptional user experience for all beneficiaries, with accessibility serving as a foundational principle.
Goal
The goal of this project is to support the public health coverage programs division in achieving Section 508 compliance for its documents—ensuring accessibility for all beneficiaries, including those with disabilities. By leveraging accessibility assessment tools and a streamlined remediation process, the initiative aimed to reduce the backlog of noncompliant documents, streamline document delivery, and establish a sustainable framework for ongoing compliance, while meeting tight deadlines and enhancing the overall user experience.
Challenge
The division produces and distributes thousands of documents annually, sharing them directly with beneficiaries and publishing them on division-managed public-facing websites. Many of these documents are mission-critical, enabling beneficiaries to understand and access their health benefits. However, a significant portion of these materials had been in circulation for decades, creating persistent challenges in achieving Section 508 compliance while also promoting equitable access and a high-quality user experience for individuals with disabilities.
As beneficiary needs continued to evolve, the volume and complexity of documentation also increased. In many cases, the division faced stringent turnaround requirements, including requests to deliver fully compliant documents to other government stakeholders within a matter of hours.
As beneficiary needs continued to evolve, the volume and complexity of documentation also increased. In many cases, the division faced stringent turnaround requirements, including requests to deliver fully compliant documents to other government stakeholders within a matter of hours.
Solution
Building on extensive experience in Section 508 compliance and remediation, Sky Solutions’ Human-Centered Design Center of Excellence (CoE) led accessibility remediation initiatives across multiple federal environments. These efforts helped establish modernized processes and scalable frameworks that support long-term compliance and improved user experiences.
For this engagement, Sky applied deep expertise in Section 508 Standards and Web Content Accessibility Guidelines (WCAG) 2.0, combined with a strong understanding of public health coverage policies and operational workflows. A digital-first approach to modernization ensured that remediation efforts met both regulatory requirements and stakeholder expectations.
Sky evaluated multiple solution alternatives from an accessibility perspective and implemented automated Section 508 testing tools to enable timely delivery of compliant documents. A user-friendly, efficient document remediation workflow was developed, allowing staff to easily submit, track, and retrieve documents. This modernized approach significantly reduced the legacy document backlog and established a sustainable model capable of adapting to increasing demand, tighter deadlines, and evolving accessibility requirements while reinforcing the agency’s long-term commitment to accessibility.
For this engagement, Sky applied deep expertise in Section 508 Standards and Web Content Accessibility Guidelines (WCAG) 2.0, combined with a strong understanding of public health coverage policies and operational workflows. A digital-first approach to modernization ensured that remediation efforts met both regulatory requirements and stakeholder expectations.
Sky evaluated multiple solution alternatives from an accessibility perspective and implemented automated Section 508 testing tools to enable timely delivery of compliant documents. A user-friendly, efficient document remediation workflow was developed, allowing staff to easily submit, track, and retrieve documents. This modernized approach significantly reduced the legacy document backlog and established a sustainable model capable of adapting to increasing demand, tighter deadlines, and evolving accessibility requirements while reinforcing the agency’s long-term commitment to accessibility.
Technologies/Methodologies
- Section 508 Compliance
- Human-Centered Design
- WCAG
- Digital Process Automation (DPA)
- Digital Transformation
- Microsoft suite of applications
Outcome
The new, streamlined Section 508 compliance process improved consistency, strengthened confidence in deliverables, and enhanced the quality of documents and templates across the organization. Sky Solutions not only met but exceeded the accessibility remediation needs of the public health coverage programs division, further advancing the broader mission of ensuring equitable access to healthcare benefits.
Key outcomes include:
Key outcomes include:
- Eliminated accessibility barriers by making content readily accessible to the public and beneficiaries with disabilities
- Improved efficiency by reducing document remediation time from 12 hours to just 2 hours, even under tight deadlines
- Enabled seamless Section 508 remediation across the division, including the operational services division and the state programs & demonstrations division
- Established standardized operating procedures for accessibility compliance, improving consistency and reliability
- Strengthened quality assurance through integrated testing artifacts and proven quality control practices
- Leveraged automation and disciplined project management to optimize workflows
- Exceeded division-specific accessibility requirements and reinforced the agency’s commitment to equitable access for all beneficiaries