A social insurance institution making itself digitally accessibility for all citizens

ZUS Without Barriers is a public policy launched in 2019 to make Poland's Social Insurance Institution accessible to over 28 million people across 400 facilities. It upgraded buildings and digital services (WCAG, sign-language e-visits), removed 64% of 2,400+ barriers and increased staff with disabilities by 40%.

The Social Insurance Institution (ZUS) is a Polish state organization responsible for social insurance matters, serving over 28 million customers per year. In 2019, ZUS implemented ZUS Without Barriers, a national policy to make the system accessible for all. It involves architectural, digital, and communication upgrades, WCAG-compliant websites, e-visits with sign language support, in-person services, and the accessibility of 250 buildings. At the same time, inclusive employment increased and complaints decreased significantly.

Problems Targeted

Persons with disabilities encounter barriers to social security, as physical, digital, and informational services are often inaccessible.

Solution, Innovation and Impact

ZUS Without Barriers is a public policy launched by Poland’s main social security institution in 2019 to remove barriers in service delivery for over 28 million customers online and across 400 facilities. Accessibility was defined as an internal regulation that went beyond EU and national requirements, co-created with Polish DPOs. Across 250 buildings, upgrades such as ramps, elevators, tactile systems, adapted toilets, induction loops, and Braille signage were made. Digital services were aligned with WCAG standards for websites, while e-visits could also be used in Polish Sign Language. Customer service was strengthened by assigning accessibility coordinators in every branch, supported by trained staff and volunteers who assist users and monitor compliance. At every customer desk, induction loops and video interpreters are available, alongside Braille mapping of offices. Standards for easy-to-read forms and communication were introduced to support people with cognitive or communication disabilities. From 2019 to 2025, ZUS removed over 64 percent of the 2,400+ identified barriers and increased its workforce of persons with disabilities by 40 percent.

Funding, Outlook and Transferability

The public policy is entirely funded through ZUS’s public budget, with expenditures recorded in its annual financial plan approved by the Ministry of Finance. ZUS’s accessibility standards are shared with other public bodies in Poland and across Europe. (#ZeroCall26)

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