Map an accessible public service journey

Trace one resident task across forms, documents, vendor systems, and support.

Starter draft for review. Use as a conversation or planning aid.

Start with a task people need to finish

Choose a task such as applying for a permit, requesting a benefit, or registering for a public program. State the desired outcome in plain language. These are illustrative tasks; use evidence from your own service.

Trace the whole route

Find the service and understand eligibility or instructions.
Gather required information and supporting documents.
Complete the form, identity steps, or other transaction.
Submit and receive an understandable confirmation.
Check status, correct a problem, or receive a decision.
Reach accessible help when a step fails.

Repeat these fields for each step

Task and intended outcome; page or system; responsible owner; handoff to another team; observed barrier and evidence; effect on completion; assistance route; next action and review date. Include third-party systems in the map.

Coordinate a review

Invite disabled users with relevant experience; provide accessible participation materials and agree access needs.
Arrange qualified keyboard, screen-reader, zoom, mobile, and other checks appropriate to the service and users.
Record the tested scope, device or assistive technology context, and limits of the evidence.
Follow agency data-handling rules and use de-identified examples in leadership discussions.

Decide what happens next

Prioritize barriers by their effect on completing the service and by urgency. Give each selected action a service owner, delivery partner, support needs, and review date. Confirm that the assistance route works while improvements are made.

Leadership question: who is responsible when the web page works but the next system prevents someone from finishing?

ACLT connection: a shared service outcome helps teams coordinate responsibilities across organizational boundaries.

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