In 2024, the Department of Justice finalized new rules under the Americans with Disabilities Act (ADA) that require state and local agencies, including utilities, to meet digital accessibility standards. If your website or mobile app delivers public services, it's now subject to clear federal compliance deadlines.
Here's what that means for your utility and how to prepare.
New Deadlines for Utility Providers
The final rule under Title II of the ADA gives public service providers, such as water, electric, and wastewater utilities, a specific compliance schedule:
- By April 24, 2026: Organizations serving 50,000 or more people must meet WCAG 2.1 AA standards
- By April 26, 2027: Smaller entities serving fewer than 50,000 people, including many special districts, must also comply
If your team serves the public through digital channels, the countdown has started. Compliance is not a choice, but rather a legal obligation.
What Is WCAG 2.1 AA?
WCAG stands for Web Content Accessibility Guidelines. Version 2.1 AA is the current industry standard. It covers things like:
- Keyboard accessibility (no mouse required)
- Screen reader support
- Clear contrast and text legibility
- Captions and transcripts for media
Following WCAG ensures people with vision, hearing, cognitive, or mobility differences can fully access and use your digital tools.
What This Means for Your Utility Website
Most utility websites include high-use features such as:
- Online bill pay
- Outage maps and emergency alerts
- Service application forms
- Location finders
If any of these are difficult or impossible to use with assistive technology, your site is out of compliance, and it's creating barriers for your community.
A Practical Compliance Plan
Here's how to move forward:
- Run an accessibility scan to get a baseline.
- Identify areas of non-compliance based on WCAG 2.1 AA standards.
- Prioritize updates based on public-facing impact, focus on bill pay, alerts, and essential forms first.
- Remediate and test. Make the fixes and test with screen readers and keyboard-only access.
- Train your team on accessible content publishing.
- Monitor and maintain accessibility as part of your regular website updates.
Compliance That Benefits Everyone
Accessibility is more than a compliance checkbox; it’s a way to deliver better, more equitable service to your community. It builds public trust, makes digital tools easier for everyone to use, and reduces strain on your support staff by enabling more self-service.
ADA compliance is a requirement, but it’s also an opportunity to improve how your utility communicates and serves your residents.
Let’s Take the First Step
Inclind specializes in building inclusive, high-performing websites for public utilities, government, and membership-based organizations. We understand how to work within your systems, timelines, and compliance needs.
Start with a free scan. Understand where your site stands. And receive clear, actionable recommendations to move forward with confidence.