Nobody can opt out of your services. When a form is inaccessible, the fallback is a phone queue, an office visit, or going without a benefit someone is entitled to.
Commercial sites lose a customer. You leave a resident unable to renew a licence, file a return, or claim a benefit, and the obligation to serve them does not go away.
Paper forms and counters were retired to save money. That was defensible only if the digital route worked for everyone, and for some services it does not.
Most services run on vendor platforms you cannot patch. Evidence has to be strong enough to move a supplier or a renewal negotiation.
In the private sector this is a support ticket. Here it can become an access-to-information request, an ombudsman file, or a news story.
01 · Ranked by who is shut out
limena scores by what a person cannot complete and whether another route exists. Statutory services with no offline alternative come first, and a policy page with the same rule violation comes last.
Forms are almost always the surface that matters, and almost always the least tested.
No announced reason for rejection, and no paper alternative. The claim simply cannot be completed.
Only self-serve route to renew. Fallback is a 22 minute assisted call.
Content available in other formats and reflows correctly at 200 percent zoom.
02 · Consequence, not category
limena states the fallback: a phone queue, an office visit, or nothing. That is the language a service owner and a minister's office both understand, and it is also what appears in a complaint.
Findings needing human judgment are flagged for your specialist rather than passed as automated.
Error
When a claim is rejected, the failing fields turn red with no announced message and no programmatic association. A screen reader user submits, hears nothing change, and has no way to know which answer was wrong.
Service impact
Statutory service, 184,000 claims a year, no offline alternative since the paper form was retired. Blocked residents fall back to a 22 minute assisted call or abandon the claim.
03 · Legislated, and audited
Most of your estate is vendor-built and procured, so the lever is the contract. limena holds each supplier to the same bar and produces the evidence pack that goes into a renewal or an accessibility complaint response.
Multiple jurisdictions resolve to the highest bar, so one programme satisfies all of them rather than running three.
All four resolve to WCAG 2.2 AA, so the programme is run once against the highest bar.
The one most residents have to get through, and the one most likely to be blocking someone today.