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How do you turn 200 fragmented government websites into one accessible whole?

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Accessibility & A11Y -

Efficiently and inclusively communicating with 1.2 million citizens, in a region as diverse and complex as the Brussels Hoofdstedelijk Gewest? No small challenge. In a labyrinth of over 200 fragmented websites, Brussels residents had to find essential information about their local government services. Turning those digital islands into one coherent, accessible portal required a large-scale digital transformation. But this project is much more than a technical solution: it redefines the standards for digital accessibility in public services. 

  • Workshops on inclusive co-design 

  • Web Content Accessibility Guidelines (WCAG) 2.2 AA as a baseline 

  • Implementation of WAI-ARIA best practices for dynamic interfaces 

  • Development of a component library 

  • Merging 200+ sites into one portal with a modern, secure architecture: be.brussels 

  • More than 3,550 web pages made fully accessible 

BHG & iO 

With 1.2 million inhabitants, the Brussels Hoofdstedelijk Gewest has a large and diverse audience. All of them must be clearly informed about essential services—regardless of language, digital skills, or abilities. From birth registration to parking permits, from cultural events to social services, citizens rely on accessible communication. From now on, all that crucial information is available in one place. 

Challenge

Transforming more than 200 websites into a clear and accessible portal, structured around 13 thematic hubs serving 1.2 million Brussels residents.

Solution

An inclusive ecosystem that structures all public information around real citizen issues, instead of a fragmented collection of websites. The new approach is based on coherence, relevance, inclusivity, and accountability.

From many fragments to one accessible whole 

The Brussels Hoofdstedelijk Gewest faced a dual challenge in terms of efficiency and digital accessibility. With more than 200 websites managed by different departments, the region’s digital portal had become an administrative maze. 

Over the years, the various Brussels administrations had grown increasingly diverse, leading to a proliferation of digital channels. Even for basic information, citizens had to navigate a digital obstacle course, often across multiple websites and procedures. Each department applied its own digital logic, making a logical flow impossible. On top of that organisational complexity, users encountered extra barriers such as broken screen readers, unusable keyboard navigation, or insufficient contrast. 

One portal, all the answers

With a regional web strategy, we ended this fragmentation. Citizens now arrive at a central access point where all information is bundled and clearly structured around specific topics and services. Universal accessibility is central to our design: the needs of all citizens take priority. The user experience for everyone, regardless of ability, has been radically transformed. 

In-depth accessibility audit

Through a comprehensive analysis of the existing websites, we mapped all possible user barriers. This review revealed a significant gap between the theoretical use and the practical reality of the sites. 

We organised inclusive design workshops with all administrative stakeholders, ensuring that user needs were integrated right from the design phase. By implementing WAI-ARIA best practices for dynamic interfaces and using WCAG 2.2 AA as the absolute minimum, we set the bar high. 

Reading without obstacles

To assess our efforts, we integrated automated accessibility tests into the development workflow and validated NVDA and JAWS for maximum compatibility. We tested keyboard-only navigation without a mouse and ensured colour contrasts complied with WCAG standards. 

For citizens, this makes a world of difference. Someone who relies entirely on keyboard navigation can now browse services without difficulty. And a visually impaired resident can now read information barrier-free thanks to optimised contrasts. 

New portal be.brussels in two parts

Thanks to the unified be.brussels ecosystem, citizens can now access all online services via a modern, intuitive, and secure platform. The new architecture decoupled the backend (Drupal 10) and frontend (NextJS) for improved performance, greater flexibility, and easier maintenance. We also introduced a component library: reusable, accessible components that ensure technical consistency and compliance.

Key technologies used:

  • Drupal 10

    Robust content management platform.

  • NextJS

    A modern JavaScript framework for the user interface.

  • GraphQL

    Query language for efficient communication between backend and frontend.

  • Redis

    Caching system that significantly accelerates page loading.

  • Imgproxy

    Image processing service that automatically optimises visuals based on context.

  • Kubernetes

    Containerisation technology enabling flexible, scalable deployment across clusters.

  • GitLab CI/CD

    Full automation of the deployment process with built-in quality controls.

"Together with iO, we created digital solutions that simplify citizens’ lives and contribute to an inclusive, sustainable digital future. The Agoria award underlines the strength of our collaboration and the concrete results we achieved together."

Benjamin Snick, Project Manager: Customer Relation, Product & Strategy – eCitizen

What did the transformation deliver?

The transformation resulted in measurable outcomes as well as a cultural shift. Highlights include: 

  • Accessibility improvements: the unified portal is WCAG 2.2 AA compliant 

  • Winner of the Impact Award for Digital Accessibility: recognition of excellence in inclusive design and positioning the Region as a European reference 

  • Awarded the AnySurfer label, a key recognition for digital accessibility 

  • More than 3,550 pages fully accessible 

  • Successful migration of ten administrations to the new platform 

  • Consolidation of 200+ websites into one coherent ecosystem 

  • Integration of further administrations currently underway 

What does this mean for the Brussels Hoofdstedelijk Gewest?

It now has a more efficient and discoverable website: 

  • Maximum SEO thanks to improved semantic structure and indexing 

  • Better performance through optimised loading times 

  • Simplified, more intuitive experience 

  • Lower maintenance costs: standardised architecture and reusable components 

  • Reduced digital footprint 

Results in numbers

  • 100,000+
    unique visitors per month
  • 20%
    bounce rate decrease in two years
  • 50%
    of conversions are successful

But the impact goes beyond these figures. By taking a new perspective on accessibility, we contribute to a cultural revolution. This transformation marks a shift from seeing accessibility as a legal requirement to embracing it as a core value, embedded in every design and development process.

Blue line iconDecorative blue line graphic used in website

Would you like to know how your digital transformation can become not just legally compliant, but truly user-friendly for everyone?

Discover it with an accessibility audit or request our whitepaper From compliance to excellence in digital accessibility. 

Let’s build a digital world that truly works for everyone.