EN 301 549 is the European standard that makes ICT products and services (websites, software, digital devices, etc.) more accessible to everyone, especially to people with reduced abilities.
This standard also meets the requirements of European Directive (EU) 2016/2102 on the accessibility of public sector websites and mobile applications.
The web content requirements of this standard are found in clause 9.2.
Each criteria can have one of the 3 following statuses:
- Supports: all applicable tests are successful;
- Supports with Exceptions: an applicable test is failed, at least;
- Not Applicable: there is no content relevant to the criteria
Principle 1: Perceivable
Information and user interface components must be presentable to users in ways they can perceive.
Text Alternatives
Provide text alternatives for any non-text content so that it can be changed into other forms people need, such as large print, braille, speech, symbols or simpler language.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.1 Non-text content |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Provide alternatives for time-based media.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.2 Audio-only and video-only (pre-recorded) |
Level A |
Not Applicable |
Not Applicable |
| 9.2.3 Captions (pre-recorded) |
Level A |
Not Applicable |
Not Applicable |
| 9.2.4 Audio description or media alternative (pre-recorded) |
Level A |
Not Applicable |
Not Applicable |
| 9.2.5 Captions (live) |
Level AA |
Not Applicable |
Not Applicable |
| 9.2.6 Audio description (pre-recorded) |
Level AA |
Not Applicable |
Not Applicable |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Adaptable
Create content that can be presented in different ways (for example simpler layout) without losing information or structure.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.7 Info and relationships |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 9.2.8 Meaningful sequence |
Level A |
Supports |
Supports with Exceptions |
| 9.2.9 Sensory characteristics |
Level A |
Supports |
Supports |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Distinguishable
Make it easier for users to see and hear content including separating foreground from background.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.10 Use of colour |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 9.2.11 Audio control |
Level A |
Not Applicable |
Not Applicable |
| 9.2.12 Contrast (minimum) |
Level AA |
Supports |
Supports |
| 9.2.13 Resize text |
Level AA |
Supports |
Supports |
| 9.2.14 Images of text |
Level AA |
Supports |
Supports |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Principle 2: Operable
Keyboard Accessible
Make all functionality available from a keyboard.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.15 Keyboard |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 9.2.16 No keyboard trap |
Level A |
Supports with Exceptions |
Supports |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Enough Time
Provide users enough time to read and use content.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.17 Timing adjustable |
Level A |
Supports with Exceptions |
Supports |
| 9.2.18 Pause, stop, hide |
Level A |
Supports with Exceptions |
Supports |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Seizures
Do not design content in a way that is known to cause seizures.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.19 Three flashes or below threshold |
Level A |
Not Applicable |
Not Applicable |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Navigable
Provide ways to help users navigate, find content, and determine where they are.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.20 Bypass blocks |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 9.2.21 Page titled |
Level A |
Supports |
Supports with Exceptions |
| 9.2.22 Focus Order |
Level A |
Supports with Exceptions |
Supports |
| 9.2.23 Link purpose (in context) |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 9.2.24 Multiple ways |
Level AA |
Not Tested |
Not Tested |
| 9.2.25 Headings and labels |
Level AA |
Not Tested |
Not Tested |
| 9.2.26 Focus visible |
Level AA |
Not Tested |
Not Tested |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Principle 3: Understandable
Information and the operation of user interface must be understandable.
Readable
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.27 Language of page |
Level A |
Supports with Exceptions |
Supports |
| 9.2.28 Language of parts |
Level AA |
Not Applicable |
Not Applicable |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Predictable
Make Web pages appear and operate in predictable ways.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.29 On focus |
Level A |
Supports |
Supports |
| 9.2.30 On input |
Level A |
Supports |
Supports |
| 9.2.31 Consistent navigation |
Level AA |
Not Tested |
Not Tested |
| 9.2.32 Consistent identification |
Level AA |
Not Tested |
Not Tested |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Help users avoid and correct mistakes.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.33 Error identification |
Level A |
Supports |
Supports |
| 9.2.34 Labels or instructions |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| 9.2.35 Error suggestion |
Level AA |
Not Tested |
Not Tested |
| 9.2.36 Error prevention (legal, financial, data) |
Level AA |
Not Tested |
Not Tested |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Principle 4: Robust
Content must be robust enough that it can be interpreted reliably by a wide variety of user agents, including assistive technologies.
Compatible
Maximize compatibility with current and future user agents, including assistive technologies.
| Criteria |
Success Criteria |
Support (Front-Office)1 |
Support (Back-Office)2 |
| 9.2.37 Parsing |
Level A |
Supports |
Supports |
| 9.2.38 Name, role, value |
Level A |
Supports with Exceptions |
Supports with Exceptions |
| Support (Front-Office)1 |
Refers to the "Standard Service Workplace" template application. |
| Support (Back-Office)2 |
Refers to the most common pages on Service Manager version 2016 (Homepage / Quickcall / Standard Form / Standard Grid). |
Sources
European Standard for Access to ICT Products and Services (EN-301549)
