An accessible smart city determines whether a city’s digitalisation fosters inclusion – or erects new barriers. After all, every ticket machine, every citizen app and every digital display board can either open up or deny access to the city for people with disabilities. Around three in four Europeans live in cities, and one in four adults has a disability. In this guide, I’ll draw on practical audit experience to show you which digital areas a city must make accessible, which legal obligations – from self-service terminals and the EN 301 549 standard to the BITV – actually apply, and how pioneering cities are already putting this into practice today. Finally, I’ll reveal the one step that almost every city overlooks.
What is an accessible smart city?
An accessible smart city is a city whose digital services can be used by everyone without the need for assistance. A smart city manages its day-to-day operations using technology: via apps, sensors, self-service terminals and digital displays. It only becomes accessible when each of these elements also works for people with visual, hearing, motor or perceptual impairments.
The urgency stems from demographic trends. Around 75 per cent of Europeans live in towns and cities, and more than a fifth of the EU’s population is over 65. Furthermore, there are around 87 million people with disabilities living in Europe. It is precisely these people who encounter technology at every turn in a digitalised city.
This leads to a simple principle. A smart city must not only be efficient, but must also be inclusive. After all, what use is the fastest digital service if some citizens cannot use it at all? True ‘smartness’ is only evident when absolutely everyone is included. Technology is therefore a means, not an end. It should enable participation, not hinder it.
The four barriers in the digital city
The challenges facing a smart city can be categorised into four types. Each type affects a different group – and requires a different solution.
Visual barriers affect blind and visually impaired people. They are hindered by touchscreens alone, by visual displays without audio, and by text that is too small. Auditory barriers affect deaf people, for example in the case of announcements without a visual counterpart. Motor barriers affect those who cannot reach or operate a device – height-adjustable terminals and large controls can help here. Cognitive barriers arise from complicated menus, technical jargon and time pressure.
It is important that these barriers converge within the city. Older people have poorer eyesight, poorer hearing and, at the same time, move more slowly. That is why no single measure is sufficient. Rather, every digital platform must work for all four groups – and this is precisely what an in-depth audit such as Access Ready tests using real users. Only this perspective on how these factors interact reveals where the city truly falls short in everyday life.
The risk: when digitalisation erects new barriers
The digitalisation of a city can foster participation – or have the opposite effect. After all, a touchscreen kiosk with no voice output excludes blind people. A citizen app without screen reader support bars them from accessing the local authority offices. And a digital administrative process that only works online leaves behind those who are unable to use it.
The fundamental problem is a flaw in reasoning. Many towns and cities are replacing an analogue method with a digital one and doing away with the old one altogether. Anyone who cannot use the new method is then left with none at all. Digital as the standard is fine – but only as long as an accessible alternative remains in place.
That is why there is a clear rule. Never remove the accessible alternative when you digitise a service. As long as a digital service cannot be proven to be usable by everyone, a second, accessible option must be provided alongside it. Only when the digital solution truly reaches everyone can it replace the old method. In practical terms, this means: ensure that a staffed counter or telephone support is available as long as the digital option does not work for everyone. No one should miss out on dealing with the authorities simply because an app excludes them.
Who benefits from an accessible city
An accessible city helps far more people than just those with a permanent disability. This is because many limitations are temporary or situational. Anyone with an arm in a plaster cast, pushing a pushchair or pulling a suitcase benefits from the same solutions. Tourists who do not speak the language also find it easier to get about with clear symbols and simple language.
The prime example comes from the urban environment itself. The lowered kerb was originally built for wheelchair users. Today, everyone uses it: parents with pushchairs, travellers with wheeled suitcases, and cyclists. This very same ‘curb cut’ effect also applies in the digital world. Ultimately, a user-friendly app and a vending machine with voice guidance benefit everyone.
Added to this is the ageing population. More than a fifth of people in the EU are over 65, and this group is growing. Older people benefit directly from large font sizes, clear language and straightforward navigation. I explore the significance of this in more detail in my guide to accessible websites for senior citizens.
The areas in which a smart city must ensure accessibility
Accessibility in the city is not a single task, but many. This is because a smart city comprises a wide variety of digital layers. Each of these has its own challenges and requires its own solution. The following overview outlines the key areas.
| Digital level | Typical barrier | Possible solution |
|---|---|---|
| City apps & citizen portals | No screen reader support | WCAG 2.2, Keyboard, Large Text |
| Self-service terminals | touchscreen only | tactile, audio, height-adjustable |
| Digital displays & traffic information | visual output only | Audio announcement, high contrast |
| Smart infrastructure | silent traffic lights, lack of a guidance system | audible signals, tactile guidance |
| Route guidance & navigation | No accessibility data | step-free routes, verified data |
Self-service terminals: the underestimated necessity
The legal situation becomes clear when it comes to terminals. This is because the Accessibility Enhancement Act (BFSG) explicitly covers self-service terminals – that is, ticket machines, check-in machines and interactive information screens. From 28 June 2025, only accessible terminals may be put into service. For devices already installed, a transition period applies until the end of their useful life, but for no longer than 15 years, i.e. until 2040 at the latest.
The requirements here are multi-sensory. An accessible terminal needs large, high-contrast controls and text that can be enlarged. It must also provide tactile, visual and auditory aids and be compatible with screen readers. It is also important to have an accessible, height-adjustable design for wheelchair users and a headphone socket for private voice output. The technical benchmark is the EN 301 549 standard, which I explain in the guide to EN 301 549.
Practical experience shows that this is feasible. In Munich, for example, over 20 accessible kiosks have been installed in the Citizen Service Centre. The law even explicitly mentions transport operators and airports as being affected. Universities and libraries are also increasingly using information kiosks, which must be accessible to everyone. Modern terminals can also be retrofitted with sign language videos or audio feedback. A multilingual user interface in plain language is also helpful, so that people with learning difficulties or limited knowledge of German can use them too. I summarise the other obligations under the BFSG in the BFSG guide for businesses.
City apps and citizen portals: WCAG as the benchmark
A city’s apps and portals are technically designed in accordance with the WCAG. They must be fully operable using a keyboard (2.1.1 Keyboard), and all text must have sufficient contrast against the background (1.4.3 Minimum Contrast). Furthermore, it must be possible to enlarge the text without losing any content (1.4.4 Changing Text Size). These points alone make a huge difference.
For public bodies, there are further requirements. This is because their websites are subject to BITV 2.0, which additionally requires a summary in plain language, sign language on the home page, accessible PDF documents and a statement on accessibility. I set out the details of these obligations in the guide to accessible e-government services. Public Wi-Fi is also often overlooked. This is because a hotspot’s login page is itself a website and must be accessible.
Smart mobility is a category in its own right. Apps for local transport, parking or bike-sharing are often the first digital hurdle in everyday city life. On smartphones in particular, clickable elements must be large enough and clearly distinct from one another (2.5.8 Minimum target size). I go into more detail about what matters most for mobile services in the guide to mobile accessibility.
Smart mobility: from tickets to bike-sharing
Hardly any other sector is as app-driven as transport. After all, anyone wanting to get around town these days uses apps for tickets, bike-sharing, e-scooters or charging their car. It is precisely these apps that often present the first hurdle – particularly when the payment process is not accessible.
There are two requirements here. Firstly, the app itself must be accessible, from the search function right through to booking. Secondly, real-time information must be provided, such as the next departure or any disruption. Apps for inter-regional passenger transport, such as the DB Navigator, are even covered by the BFSG.
It is also important to ensure a seamless chain of communication. An accessible app is of little use if the ticket machine on the platform or the display by the track does not work properly. You should therefore think of mobility as a whole. After all, it is only when the app, the terminal and the display all work together that a person can truly reach their destination. A single weak link is enough to cause the whole journey to fail.
Digital displays and traffic information: hear what you see
Digital displays must be accessible to everyone, not just sighted people. After all, a departure board that shows delays only visually completely excludes blind travellers. You should therefore always combine visual information with an audio announcement. Ensure high contrast, a sufficient font size and good legibility from a distance. You should also position displays at a height that is easily visible to people who are seated.
The design itself is also important. Avoid flashing lights or changes that are too rapid, as these can trigger seizures in people with photosensitivity (2.3.1: three flashes or fewer). You should also phrase the content in clear, simple language. This will benefit people with cognitive impairments and travellers who do not have a perfect command of the language. Emergency and disruption information, in particular, must reach everyone; otherwise, it poses a real danger.
Here’s an example of just how modern this can look. The city of Cartagena has fitted its smart bus stops with audio announcements to make waiting easier for visually impaired passengers. Good contrast ratios are essential here, as I explain in my guide to colours and contrast.
Smart infrastructure in public spaces
Accessibility in the smart city does not end at the screen. After all, the connected infrastructure on the streets also plays a key role in enabling participation. A silent pedestrian crossing light, for example, poses a danger to blind people. An audible signal, on the other hand, makes crossing the road safe. Tactile ground guidance systems complement this by making the route detectable by touch.
Pioneering cities are showing what is possible. Cartagena, in collaboration with the organisation for the blind, ONCE, has introduced smart pedestrian crossings with audio signals. Vienna, for its part, is relying on smart traffic lights, tactile guidance systems and a multi-sensory emergency system. Such solutions bridge the digital and physical worlds.
Parking is another concrete lever for change. A system that shows which disabled parking spaces are free in real time saves people with reduced mobility from having to drive around for ages looking for a space. This is precisely where the value of a smart city lies: it solves real everyday problems, rather than just collecting data. And it does so for everyone. It is important to plan for accessibility right from the start. After all, retrofitting it into existing infrastructure later on becomes far more expensive.
Accessible wayfinding: making the city easy to navigate
A city is only as navigable as its data. After all, a navigation app is of little use to wheelchair users if it does not know which routes are step-free. Good route guidance therefore requires genuine accessibility data: step-free paths, lowered kerbs, accessible entrances and toilets. It is only this data that turns a map into a useful tool.
Data of this kind is often compiled collaboratively. The Berlin-based initiative Wheelmap, for example, has been compiling information for years on which locations around the world are wheelchair-accessible. And the Slovenian capital, Ljubljana, offers its own app, ‘Ljubljana by Wheelchair’, which provides up-to-date accessibility information. Both examples demonstrate just how valuable verified data is.
Data quality is crucial here. A route that promises an accessible entrance which does not exist is worse than no information at all. You should therefore update and check this data regularly. After all, this is what determines whether a person reaches their destination or finds themselves facing a flight of stairs. Navigation within large public buildings, such as railway stations or government offices, is also invaluable.
Pioneering cities: What Vienna, Nuremberg and Cartagena are showing the way
An accessible smart city is not just a pipe dream, but a reality. This is demonstrated by the EU Access City Award, which the European Commission has been presenting since 2010. Over the past 16 years, 77 cities have received the award. And the winners serve as concrete role models. All EU cities with more than 50,000 inhabitants are eligible to apply.
Vienna won the 2025 award. There, all underground stations and over 95 per cent of tram stops are accessible, complemented by smart traffic lights and a multi-sensory emergency system. Nuremberg, for its part, has made its underground system almost entirely accessible – with lifts and guidance systems for visually impaired people at every station. Both cities actively involve those affected in the planning process through permanent advisory boards.
There are also notable examples in southern Europe. Cartagena, in partnership with the organisation for the blind, ONCE, has installed smart pedestrian crossings with audio signals and bus stops with audio announcements. And Ljubljana reliably guides people through the city using the ‘Ljubljana by Wheelchair’ app. These cities prove that inclusion and smart technology go hand in hand. In every case, a clear political commitment to making inclusion a priority was crucial.
Common mistakes in the digitalisation of cities
The same shortcomings recur across many projects. These are the six I see most frequently – and they can all be avoided:
- A touchscreen kiosk without audio, which completely excludes blind people.
- A visual display without an audio announcement, which simply shows delays.
- A city app without screen reader support and without a large font option.
- No alternative route is available if an analogue service is discontinued.
- Procurement without accessibility criteria in the tender.
- Route guidance without verified data on step-free routes.
One thing is striking. Almost none of these mistakes are made deliberately. Rather, they stem from the assumption that all citizens can see and hear well and can cope with any technology. It is precisely this assumption that excludes people. Those who, on the other hand, think of everyone, build a city that works for everyone.
The step that almost every town overlooks
A single step often determines success or failure. And hardly any city implements it consistently.
Lessons from practice – including accessibility in every tender: The most costly hurdle arises during procurement. After all, anyone who procures a terminal, an app or a display system without accessibility requirements will be stuck for years with a system that some members of the public cannot use – and replacing it is expensive. You should therefore enshrine accessibility as a mandatory criterion in every tender. Specifically require compliance with EN 301 549 and robust evidence of this, not merely a promise. The second part is just as important: involve people with disabilities right from the start. Pioneering cities such as Vienna, Nuremberg and Ljubljana have permanent advisory boards in which those affected have a say in planning and procurement. This prevents barriers from being created in the first place, before they are even built in and end up costing a fortune.
How to make your smart city truly accessible
The process begins with measurable shortcomings and ends with real-life everyday city life. The free Access Score provides a quick overview of apps and websites in a matter of minutes. It highlights the measurable problems: insufficient contrast, lack of keyboard control, and click targets that are too small.
However, the real truth only becomes apparent when the service is actually used. Can a blind person navigate the citizen app? Can a wheelchair user find their way around the self-service machine? Can someone with learning difficulties understand the display? No scanner can measure that. Our in-depth ‘Access Ready’ audit tests your digital services with real users and issues a legally compliant certificate.
| Approach | Checks | Real users | Legally valid certificate |
|---|---|---|---|
| Free scanner | Only what can be measured on the web | no | no |
| Manufacturer’s undertaking | individual product as per the data sheet | no | no |
| Access Ready (ifdb) | App, portal and terminal working together | yes | yes |
The difference lies in the support provided. Other providers simply give you an automated report and leave you to get on with the results on your own. We, on the other hand, support you every step of the way – from the assessment through to the specific measures and right up to verification. The EU Access City Award, which Vienna won in 2025, proves that the effort is worthwhile. Cities like this demonstrate that a digital city for everyone is not just an ideal, but a reality. There are also funding opportunities available for many of these measures, making it easier to get started. In this way, an obligation becomes a competitive advantage that wins over citizens and attracts talent.
Would you like to know exactly what digital accessibility entails in your sector? In 30 minutes, we’ll work with you to clarify the requirements and the next steps.
