Reporting behaviour of people with disabilities in relation to the lack of accessibility on government websites: analysis in the light of the theory of planned behaviour

Abstract

Purpose: The observance of inclusive practices in e-government has been overlooked in several countries, and surveillance and action taken by official bodies is often inefficient especially in low-and middle-income countries. This article investigated factors that influence the behaviour of people with disabilities concerning filing formal complaints about accessibility barriers of government portals in Brazil.

Method: Five people with disabilities and three prosecutors were interviewed. A content analysis by category, using the Theory of Planned Behaviour, was performed.

Results: Interviewees emphasised aspects such as government websites being accessed with low frequency; lack of a combative culture; disbelief in the effectiveness of filing a complaint; ignorance or superficial knowledge about the laws; the technical ignorance of the user; lack of awareness of the severity of communication barriers; unfamiliarity with the role of the Public Prosecutor's Office; excessive formalism; and, the influence of close people.

Conclusion: There is a need to promote cultural change so as to value and respect people with disabilities as equal citizens.