From Guidance to Expectation: How Accessibility, AI, and Service Standards Are Changing UX in Government. Accessibility, AI, and service standards are no longer just guidance in government digital work. They are becoming expectations, reinforced through procurement, audits, and delivery oversight. This post looks at what has changed and how UX, content, and service teams can use these expectations to make better decisions and reduce delivery risk.

An image titled “What We Learned in 2025.” The left side shows the Library of Parliament on Parliament Hill surrounded by trees at sunset, while the right side contains text describing a year-end reflection on lessons that changed how the team thinks about services.

Graphic with layered paper question-mark cut-outs on the left and article text on the right titled ‘Accessibility vs. Usability: What’s the difference (and why it matters),’ introducing how the two concepts are often confused in digital teams.

For years, FAQs were treated as the junk drawer of the web. As UX/content advisors, we warned clients against using them as a patch for poor planning. But with AI and generative search platforms changing how people discover information, it’s time to revisit our advice. The FAQ format, or broader Q&A content, is enjoying a strategic comeback, not because it was misunderstood, but because the way people encounter content has fundamentally shifted.