We present the analysis of the experiences of persons with disabilities with assistive technologies and online services in FBiH, which we conducted within the project “The Future is Digital and Persons with Disabilities Are Part of It,” financed by the Federal Ministry of Labour and Social Policy.
The analysis “The Future Is Digital, but How Accessible Is It?” examines the experiences of persons with disabilities in FBiH in using assistive technology (AT) and online services/e-Government, as well as the gap between the existing legal framework and actual practice. The research was carried out through an online questionnaire (Google Forms) on a sample of 44 persons with different types of disabilities, predominantly adults with motor impairments, so the findings primarily reflect their needs and barriers.
Most participants use some form of assistive technology, but in practice AT is largely reduced to “classical aids” (wheelchairs, hearing aids, orthopaedic devices), while awareness and use of digital solutions (screen readers, speech support, speech recognition, specialised applications, AI tools) is significantly lower. The key sources of information are other persons with disabilities and DPOs/OPDs, while the health and education systems play a secondary role. At the same time, participants point out that the main barriers to accessing AT are the cost, unclear and complicated procedures, lack of information and professional support, as well as limited services and training.
When it comes to online services, most respondents use e-mail, institutional websites and e-banking, but the concept of “e-Government” is only partially clear to them. They perceive online options as partially or mostly accessible, but often “with effort,” with an important role played by distrust that institutions will respond, complex procedures and insufficiently accessible content. At the same time, there is a high level of readiness to use an electronic signature, provided that it is simple and accessible.
As priorities for the development of e-Government, persons with disabilities single out the possibility of booking medical appointments online, submitting applications for personal documents and social benefits, sending and tracking requests without going to the counter, as well as accessible websites and advisory services. The analysis concludes that the motivation and readiness of persons with disabilities are present, but that the main problem lies in an underdeveloped, fragmented and hard-to-access system of AT and e-Government. It therefore proposes measures to improve information, funding, simplification of procedures and the introduction of mandatory digital accessibility standards.
The data, views and opinions presented are solely those of the author and the Citizens’ Association Nešto Više and do not necessarily reflect the views of the Federal Ministry of Labour and Social Policy.
