The European Migration Network (EMN) has published the inform ‘Bridging the digital divide - digital services in legal migration procedures for accessibility and inclusion’. Drawing on contributions from 25 EMN Member and Observer Countries, the inform examines how digital services can enhance accessibility for applicants with disabilities and for those who are digitally disadvantaged. It compares approaches to the design and delivery of digital services in legal migration procedures and highlights common challenges and good practices.
Digital services are playing a growing role across EMN Member and Observer Countries, supporting activities such as application submission, communication with authorities and case tracking. While most countries still require in-person steps for biometric data collection or identity verification, some permit certain procedures to be completed fully online. The inform also shows that most countries align their digital legal migration services with Directive (EU) 2016/2102, the Web Accessibility Directive, the United Nations Convention on the Rights of Persons with Disabilities and national legislation. However, progress towards full accessibility remains partial in many cases, with gaps linked mainly to technical implementation, how services work in practice and legacy systems.
Applicants can typically express support needs through digital channels such as contact forms or email, with in-person requests possible in some countries. Some countries offer face-to-face help through dedicated service centres, where applicants with limited digital skills or connectivity can get practical support to complete forms, upload documents and navigate online services. Where disability-related or special support needs information is collected, General Data Protection Regulation safeguards apply.
Twelve EMN Member and Observer Countries reported difficulties in implementing accessible digital services, citing technical issues with legacy systems, procurement and development hurdles, low digital literacy and difficulties in involving applicants with disabilities in user testing. To address these challenges, countries are pursuing system-level initiatives, user-oriented accessibility tools, hybrid models combining digital services with in-person support, and ongoing accessibility audits and research.
The full inform ‘Bridging the digital divide - digital services in legal migration procedures for accessibility and inclusion’ is available on the EMN website in the Publications section.