Digital transformation in the public sector is not just about modernizing technology—it’s about ensuring that every citizen, regardless of ability, can access essential services, participate in civic life, and benefit from government innovation. In North America, public sector organizations are leading the way in embedding accessibility into digital transformation initiatives, driven by a unique blend of regulatory mandates, cultural values, and a growing recognition that accessible design is both a human right and a catalyst for operational excellence.
North America’s public sector is shaped by robust accessibility legislation. In the United States, Section 508 of the Rehabilitation Act and the Americans with Disabilities Act (ADA) set clear standards for digital accessibility in government services. Canada’s Accessible Canada Act (ACA) similarly mandates barrier-free access to federal programs and digital content. These regulations are not just compliance checkboxes—they are powerful drivers for innovation, requiring agencies to rethink how digital services are designed, delivered, and maintained.
Beyond compliance, there is a deepening cultural commitment to inclusion. Public sector leaders increasingly recognize that disability is the only group anyone can join at any time, and that accessible digital services benefit everyone—from people with permanent disabilities to those with temporary or situational needs, such as aging populations or citizens facing language barriers. As one accessibility leader put it, “Accessibility is a human right. It’s something that has to be embedded into every company. That’s really a mindset, and it has to be top down.”
During the COVID-19 pandemic, Publicis Sapient partnered with agencies in North Carolina to build a cloud-based portal for emergency rental assistance. The result: $75 million in rent relief delivered in a single year, keeping more than 11,000 families in their homes. By making the application process accessible from any device, at any time, the program ensured that help reached those who needed it most—quickly and equitably.
In Los Angeles County, Publicis Sapient worked with the Public Defender’s Office to digitize over 160 million court records. This transformation enabled attorneys to access client information instantly and advocate more effectively for alternatives to incarceration, especially for clients with developmental disabilities. The shift from a case-centric to a people-centric approach is only possible when accessibility and inclusion are embedded in the design of digital systems.
Accessible digital transformation also means leveraging data to inform inclusive policy and resource allocation. By modernizing data management and ensuring that digital tools are accessible, public sector organizations can better understand and serve diverse communities, from rural patients accessing telehealth to veterans seeking benefits.
Despite the clear benefits, many organizations struggle to make accessibility a core part of their digital strategy. The reasons are complex: increasing digital complexity, lack of awareness, and insufficient training. But there are practical steps every public sector organization can take:
Accessible digital transformation is not just a moral or legal obligation—it’s a strategic advantage. Public sector organizations that prioritize accessibility:
As digital transformation accelerates, accessibility must remain at the forefront of public sector strategy. The most successful organizations will be those that treat accessibility as a CEO-level priority, embed inclusive design into every phase of digital development, and invest in continuous learning and ethical governance.
At Publicis Sapient, we are proud to partner with public sector leaders across North America to build accessible, resilient, and people-centered digital services. By leading with inclusion, we help governments unlock the full potential of digital transformation—for every citizen, in every community.
Ready to make your public sector digital transformation accessible to all? Connect with Publicis Sapient to start your journey.