A new EMN report examines digital inclusion and accessibility in legal migration procedures

A new report by the European Migration Network (EMN) entitled ‘Bridging the digital divide: digital services in legal migration procedures for accessibility and inclusion’examines how digital services can improve accessibility for applicants with disabilities and for those who are digitally disadvantaged. Based on contributions from 25 EMN member and observer countries, the report compares approaches to the design and delivery of digital services in legal migration procedures, and highlights common challenges and good practices. 

Digitisation of legal migration procedures

Digital services play an increasingly important role in the member and observer countries of the European Migration Network (EMN), facilitating activities such as submitting applications, communicating with the authorities and tracking cases. Whilst most countries still require in-person procedures for the collection of biometric data or identity verification, some allow certain procedures to be completed entirely online, such as the renewal of residence permits or the application for specific permits.

Accessibility and inclusion frameworks

Most member and observer countries of the European Migration Network (EMN) are adapting their digital services for legal migration to Directive (EU) 2016/2012 (Web Accessibility Directive, WAD), the United Nations Convention on the Rights of Persons with Disabilities (CRPD) and national legislation. However, in many cases, progress towards full accessibility remains limited. Whilst the legal framework is generally in place, not all components of migration-related services fully comply with the WAD, and specific adaptations are still pending. The responses suggest that partial compliance most often reflects shortcomings in technical implementation and the practical functioning of services, including issues linked to legacy systems, rather than a lack of legislation. Several countries are addressing these shortcomings by integrating accessibility into the latest digital public services, incorporating features such as text-to-speech, sign language videos and digital assistants to guide applicants through the procedures.

Requests for support and data protection

Applicants typically express their support needs through digital channels such as contact forms or email, and in some countries it is possible to make requests in person. Support for applicants with digital difficulties generally complements, rather than replaces, in-person assistance and is not always limited to legal migration processes. Some countries offer in-person help through specialised service centres, where applicants with limited digital skills or connectivity can obtain practical support to complete forms, upload documents and use online services. When collecting information on disabilities or special support needs, the safeguards of the General Data Protection Regulation (GDPR) apply, including limiting the data collected, restricting access to authorised staff only, and preventing the systematic storage of sensitive information.

Challenges and the way forward

Twelve member and observer countries of the European Migration Network (EMN) reported difficulties in implementing accessible digital services, citing technical issues with legacy systems, obstacles in procurement and development, low digital literacy, and difficulties in involving applicants with disabilities in user testing. To address these challenges, countries are implementing various strategies: some are developing system-wide initiatives, whilst others have introduced user-oriented accessibility tools. Hybrid models combine digital services with in-person support, and ongoing accessibility audits and research are helping to inform the development of future platforms and procurement decisions.

More information: European Commission.