The 4th International Conference “Accessible Future” Held: Digital Inclusion Should Not Be Merely “Good Practice”, but a Standard

New innovative projects, legislative amendments, the upcoming establishment of advisory mechanisms and new webinars—designed as digital environment guides—announced.

ZAGREB, 9 June 2025 - The international conference Accessible Future was held for the fourth consecutive year in Zagreb, organised by the Croatian Regulatory Authority for Network Industries (HAKOM) and Poslovni dnevnik.

Bringing together a large number of experts, representatives from ministries, public institutions, academia, civil society, and employers, this conference has in recent years become one of the most significant forums for recognising the real needs of persons with disabilities, finding constructive solutions for eliminating barriers, and offering opportunities to young people—particularly students with disabilities—to enter the labour market and apply the skills they are acquiring through education.

This year’s conference placed particular emphasis on new and innovative projects soon to be launched, announced changes to legislation, the forthcoming establishment of advisory mechanisms, and new webinars serving as practical guides in navigating the digital environment.

Advisory Mechanisms for Children, the Elderly and Persons with Disabilities to be Introduced in September

The panel titled Accessibility at the Top of the Agenda, moderated by Andrea Čović Vidović, Deputy Head of the European Commission Representation in Croatia, served as the conference's opening event and addressed a number of key questions—what lies ahead in terms of accessibility, what progress has been made, what still needs to be done, and the current state of affairs regarding the rights of persons with disabilities.

Tonko Obuljen, President of the HAKOM Council, recalled that HAKOM had identified the need for more proactive involvement in the field of accessibility more than a decade ago, initiating cooperation with organisations representing persons with disabilities. Over the years, this collaboration and mutual trust have grown, with the quality of work significantly enhanced by the involvement of the Faculty of Electrical Engineering and Computing (FER).

As part of this cooperation, the Accessible Website was developed, including a methodology for designing accessible web content. Two applications—Susretnica and Kviz—were also launched, aimed at informing consumers, particularly persons with disabilities, about their rights in the digital world, and raising awareness of the barriers they face in accessing services.

“By the end of the year, we plan to develop a prototype AI Assistant for questions related to users’ rights in electronic communications. It will include accessibility elements not currently present in other similar assistants or AI chatbots. The assistant’s responses will be based on structured content, including our user rights regulations, the Electronic Communications Act, and our most frequently asked questions and answers,” said Obuljen.

He also mentioned projects aimed at supporting passenger rail operator HŽPP and infrastructure manager HŽ Infrastruktura in making train travel more accessible. These efforts included a workshop to improve railway staff’s understanding of accessibility and the development of communication boards for supported communication during train journeys. The first board has already been installed, and similar visual aids will soon appear on trains.

In support of persons with disabilities, HAKOM has also joined the Experience is Worth Its Weight in Gold project. The so-called “user rulebook” was amended to ensure the highest possible level of service for persons with disabilities, and HAKOM actively contributed to the working group drafting the Act on the Accessibility of Products and Services, submitting proposals to optimise user rights.

Obuljen also noted that representatives of regulatory authorities from Bosnia and Herzegovina, Montenegro, North Macedonia, Slovenia, Serbia, and Sweden were present at the conference and that HAKOM would be sharing its experience regarding the new regulatory responsibilities it is soon to assume.

The most significant challenges facing HAKOM are short implementation deadlines and numerous innovations introduced by the new regulation on the accessibility of products and services.

“In September, three Advisory Mechanisms will be established - for children, the elderly, and, of course, persons with disabilities. Active cooperation from all stakeholders is essential, and we will invite representatives of associations, operators, academia, and relevant state authorities to participate in their work. We are aiming for tangible results as an outcome of concrete action, because we are all navigating a new field that we must develop together. Passing legislation is only the first step towards successful implementation,” said Obuljen. He also announced the development of five webinars that will serve as HAKOM’s guides to navigating the digital environment, the first of which was presented during this year’s conference.

Legislative Changes Must Be Reasonable, and Sanctions Clearly Defined

Darijo Jurišić, the Ombudsperson for Persons with Disabilities, reminded attendees that persons with disabilities make up 17% of Croatia’s population. A growing number of citizens are reaching out with enquiries, and accessibility remains one of the most frequently raised issues. “Last year alone, we received over 9,000 enquiries, and accessibility was the second most common topic. We are living in a fortunate moment in human history—this decade has brought accessibility to the forefront. We are finally able to speak openly about the needs and rights of persons with disabilities. Digital accessibility has become a fundamental human right. Without access to information, it is difficult to function in society. For many people with disabilities, the screen is often their only true window to the world.” Jurišić continued by stressing that digital accessibility is not merely about access to information, but about enabling participation in all aspects of life. He noted that while much remains to be done in terms of physical accessibility, particularly in public institutions, buildings under cultural heritage protection pose a specific challenge.

“We still need to work on raising awareness and emphasising that content must be more available and accessible. Let’s not forget that accessible content benefits not only persons with disabilities but also mothers with young children, older persons, and people with health conditions - a category many of us will one day belong to,” he added.
 
He also pointed out that some key public platforms, such as e-Citizens, are still not fully accessible, although there has been notable progress thanks to increasing awareness at all levels of governance. Still, when adopting new laws, he argued, the adjustments required must not be excessive, and sanctions for non-compliance must be clearly prescribed.

Three Calls for EU-Funded Projects to Be Announced Soon

Tanja Žaja, Acting Director of the Directorate for Family and Social Policy at the Ministry of Labour, Pension System, Family and Social Policy (MROSP), spoke about the Act on the Accessibility of Products and Services, which was confirmed in Parliament last Friday and will enter into force on 28 June this year. The Act introduces several changes—for instance, existing ATMs may continue to be used, but no new inaccessible ATMs may be installed. While the Act itself contains relatively few articles, it includes annexes that specify how products and services must be adapted. It also requires that contracts be written in plain language at CEFR A1 level, ensuring that they are understandable to all users. The Act places obligations on distributors, manufacturers, and all those placing products on the market. “All of this represents a civilizational standard and a step forward towards harmonising regulations and ensuring equality in the marketplace,” Žaja stated. Regarding EU funding and grants, Žaja announced several key calls for proposals in the area of accessibility. This month, a call titled Expanding the Network of Community-Based Social Institutions is expected. In addition, two other calls were highlighted: Tourism for All, focused on training persons with disabilities for employment in the tourism sector, and another expected in September, aimed at supporting individuals who face difficulties accessing books.

Accessible Environments and the Crucial Role of AI Assistants

Carmen Butler from the Swedish Post and Telecom Authority discussed the implementation of the European Accessibility Act. She emphasised the importance of national authorities developing clear accessibility guidelines, fostering cooperation with organisations representing persons with disabilities, and providing support to small and medium-sized enterprises (SMEs), which are most at risk of non-compliance. She noted that most challenges stem from the process of adapting to new requirements, and that success depends heavily on effective monitoring, enforcement, and the training of more accessibility professionals. “The success of the European Accessibility Act depends not only on enforcement, but also on collaboration, clear communication, and capacity-building,” Butler concluded.

Accessible AI Assistants and International Expertise in Digital Inclusion

Ana Radović from the Faculty of Electrical Engineering and Computing at the University of Zagreb (FER) presented a project focused on the development of an accessible virtual AI assistant for customer support in the field of electronic communications. As artificial intelligence continues to integrate into everyday life, the implementation of AI assistants can significantly contribute to accessibility through various forms of deployment. This project represents the continuation of the collaboration between HAKOM and FER in exploring innovative technical solutions. Radović announced the further development of the current assistant, based on user evaluation conducted in 2024. The AI assistant will be designed to answer questions related to user rights and operator obligations in the field of electronic communications, featuring voice interaction capabilities and a comprehensive knowledge base.
 
“Artificial intelligence is now applied across all domains and has significantly contributed to improved accessibility, supporting the development of numerous automated solutions in recent years,” she explained.

Susanna Laurin presented the work of the International Association of Accessibility Professionals (IAAP), which operates under the umbrella of the Global Initiative for Inclusive Information and Communication Technologies (G3ict), a non-profit organisation based in Atlanta, Georgia. IAAP brings together individuals and organisations striving to build a global community committed to advancing the fundamental human rights of persons with disabilities to digital access, in line with the principles of the United Nations Convention on the Rights of Persons with Disabilities (CRPD). “For many years, it was difficult to source accessible products or ensure that suppliers could deliver them. This challenge inspired the founding of IAAP - we wanted to raise the bar in terms of accessibility knowledge,” said Laurin. She noted that the organisation aims to foster mutual support and professional growth by enhancing accessibility competencies worldwide, primarily through professional certification. Membership offers numerous benefits, including discounted certification fees, access to global webinars, and specialised training courses designed for members.

Over 41% of the EU Population to Be Aged Over 50 Within a Few Years

The role of national authorities and states in implementing accessible electronic communications services was addressed by Jaroslaw K. Ponder, Head of Office for Europe at the International Telecommunication Union (ITU). He noted that ITU is a global organisation dedicated to ensuring that technology truly serves humanity, and is this year celebrating its 160th anniversary. At the technical level, ITU not only inspires but also advocates for the rights of persons with disabilities. ITU works with 194 countries, including the Republic of Croatia, with which it maintains excellent cooperation. “Digital accessibility is not only a policy and technological challenge - it also raises questions of standardisation in areas such as radiocommunications, technical equipment standards, and interference issues related to devices used by persons with hearing impairments,” Ponder explained. He highlighted that Europe is a highly connected continent operating within a 5G environment, yet persons with disabilities continue to face considerable barriers - ones that will become increasingly relevant to the wider population in the near future. “In just a few years, over 41% of the EU population will be aged over 50. We also face growing numbers of people with low levels of digital literacy, and around half a billion migrants - all of which makes digital accessibility an essential strategic priority,” he emphasised. ITU aims to act as a technical enabler to help secure digital accessibility worldwide. Ponder stressed the need for regional cooperation, not only politically but also in terms of technical standardisation and mutual support, given that no country can achieve full accessibility alone. “The EU has effective mechanisms for harmonisation, but when we look at the complex framework of digital accessibility, it’s clear that all countries must align their efforts. Connectivity must be universal, and we must pay due attention to legislation, licensing, and funding,” Ponder concluded.

Digital Accessibility Is Not a Luxury, but a Fundamental Human Right

The panel discussion titled “Digital Inclusion: Myth or Reality?”, moderated by Gordana Glibo, Deputy Ombudsperson for Persons with Disabilities, opened up a range of important issues surrounding the everyday challenges faced by persons with disabilities and inspired reflections on how to achieve a society of equal opportunities. Panellists included Dijana Vincek (Croatian Association of the Deaf and Hard of Hearing), Roman Baštijan (SUMSI Alliance), Stojan Bjelajac (ŠUS “Svjetlost” Osijek), and Nevena Zubčić (Association Zamisli). Participants emphasised, among other things, the crucial role of sign language in everyday communication and underscored the importance of involving persons with disabilities in all relevant decision-making processes, as they are best placed to identify what changes are needed and how those changes should be implemented. One of the key concerns raised was the lack of accessibility in television programming - both public and private - particularly the absence of subtitles, even in children’s content. Moreover, educational materials are increasingly distributed via digital platforms, which often remain inaccessible to deaf and hard-of-hearing children.

Speakers stressed that public institutions must lead by example - legislatively, educationally, and financially. This includes providing clear guidance, training and resources, ensuring regular oversight, and offering support for implementation. Employers should, in turn, ensure the accessibility of internal systems and work environments, involve persons with disabilities in the design of products and services, and provide ongoing education and awareness-raising. Digital inclusion, it was concluded, must not remain a matter of “good practice” - it must become the standard. The most important message from the panel was clear: “Digital accessibility is not a luxury, but a fundamental human right. It does not benefit only persons with disabilities - it enhances the user experience for everyone. Inclusion begins with listening - involve persons with disabilities in every stage of the process,”stated Stojan Bjelajac.

Experience Worth Its Weight in Gold” - A Celebration of Inclusion

As in previous years, the conference also featured the awards ceremony of the project “Experience Worth Its Weight in Gold” (Iskustvo zlata vrijedi) organised by Poslovni dnevnik. The ceremony recognised companies, institutions, and students selected for internship placements. This commendable initiative has been running for thirteen years, and its importance was highlighted by Zvonimir Varga, editor of the Poslovni dnevnik portal, Ivan Vidiš, State Secretary at the Ministry of Labour, Pension System, Family and Social Policy of the Republic of Croatia, and Natalija Vičević, Deputy Director of the Institute for Expertise, Vocational Rehabilitation and Employment of Persons with Disabilities. “We cannot do much without employers, but those who have given opportunities to persons with disabilities have never regretted it. It makes a huge difference in their lives, and they are incredibly satisfied when they are given the chance to work,” said Vidiš, adding that various incentives and targets are in place.

 However, he stressed that synergy among all actors is key, particularly addressing the challenge of mobility - ensuring that persons with disabilities are able to reach their workplaces. He also announced the creation of a new fund aimed specifically at transport-related issues.

 Natalija Vičević pointed out that Croatia currently lacks a systematic framework for internship placements for persons with disabilities. Therefore, the involvement of employers in this project is especially valuable. Through professional and financial support, as well as open dialogue, the Institute plays an important role in this journey. “The ever-changing labour market constantly brings new challenges which demand cooperation and shared responsibility. We continuously monitor labour market needs and strive to respond accordingly. You are the ones shaping the labour market - and society as a whole. By opening your doors, you demonstrate that corporate social responsibility is not an empty phrase nor merely a trend,” she told participating employers.

Persons with Disabilities in the Croatian Labour Market - Challenges and Opportunities

AD Plastik, HAKOM, INA, KONČAR, and SAFU are the employers whose offices will host internship placements for students with disabilities this year. The final panel discussion, titled “Persons with Disabilities in the Croatian Labour Market - Challenges and Opportunities”, brought together representatives from the employer community. The panellists included Vlatka Kamenić Jagodić (KONČAR), Nika Jambrušić (SAFU), Bojana Dražić (ZOSI), and Svjetlana Marijon, President of the ZAMISLI association.

Speaking from the employers' perspective, they discussed the employment of young persons with disabilities, shared experiences with students who had already completed internships, and reflected on whether they had to adapt internal procedures to create a more inclusive work environment. The discussion also addressed the crucial role of the media and projects like this one in challenging stereotypes and promoting inclusive practices.