Multilingual Accessibility in India’s Public Health Portals: A Usability Audit

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Dr Shantanu Bindewari

IILM University

Greater Noida, UP, India

Abstract— India’s public health ecosystem has expanded rapidly through national portals such as the Ministry of Health & Family Welfare (MoHFW), the National Health Portal (NHP), Ayushman Bharat—Pradhan Mantri Jan Arogya Yojana (PM-JAY), eSanjeevani (telemedicine), CoWIN (vaccination), and the Ayushman Bharat Digital Mission (ABDM). These properties are intended to reach a linguistically diverse population that uses more than twenty Indian languages in daily life. This manuscript reports a structured, desk-based usability audit focused on multilingual accessibility—how these portals signal, deliver, and maintain equivalent experiences across languages, and how they align with India’s Guidelines for Indian Government Websites (GIGW) 3.0 and W3C WCAG 2.2. We synthesize current policy baselines, international accessibility standards, and official statements about language coverage, and we integrate lessons from prior peer-reviewed assessments of Indian e-government accessibility. We examine five recurring dimensions of multilingual usability: (1) discoverability and persistence of language switching; (2) content parity across locales; (3) linguistic markup and technical robustness (e.g., lang tagging, encoding, font rendering); (4) assistive technology support for Indic scripts; and (5) transactional flows (forms, OTPs, downloads) across languages. Our audit finds encouraging breadth in language coverage (e.g., CoWIN offered 12 languages at the height of the vaccination program; eSanjeevani is reported as available in 13 languages; NHP disseminates content in six languages; Aarogya Setu provides the app in ~11 languages; ABDM call-center support spans at least six languages), indicating strong policy intent to reach diverse users. At the same time, literature consistently documents accessibility nonconformance on Indian public-sector websites (especially WCAG Level A/AA issues), and several multilingual UX risks persist—content parity gaps, inconsistent terminology, images of text, and variable screen-reader experiences for Indic content.

Keywords

Multilingual Accessibility, WCAG 2.2, GIGW 3.0, Indian Languages, E-Government, Public Health Portals, Usability, i18n, Telemedicine, CoWIN

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