In today’s digital-first world, citizens expect government services to be as intuitive, accessible, and responsive as those offered by leading private sector brands. Yet, for millions of people—especially those with disabilities or limited resources—accessing essential public services online remains a significant challenge. Administrative burdens, such as complex forms, inaccessible websites, and unclear processes, disproportionately impact the most vulnerable, often preventing them from receiving the support they need.
Digital accessibility is not just a legal requirement; it is a moral and economic imperative. When government services are accessible to all, communities thrive, public trust grows, and the administrative burden on both citizens and agencies is reduced. At Publicis Sapient, we believe that advancing digital accessibility is foundational to building a more equitable, efficient, and citizen-centric public sector.
Administrative burden refers to the obstacles citizens face when trying to access or maintain government benefits and services. These burdens can be learning-related (difficulty understanding requirements), psychological (stress or stigma), or compliance-related (complex paperwork or digital forms). For individuals with disabilities, these challenges are often compounded by inaccessible digital content—such as websites that do not work with screen readers, forms that cannot be completed without a mouse, or documents that lack proper labeling and structure.
Research shows that Americans spend billions of hours each year on government paperwork, with those facing resource limitations—cognitive, financial, or educational—bearing the greatest load. When digital services are not designed with accessibility in mind, the result is exclusion: eligible citizens are unable to access vital benefits, undermining both individual well-being and broader economic stability.
Federal law mandates that government digital content must be accessible to people with disabilities. Section 508 of the Rehabilitation Act, referencing the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA, sets the standard for all federal agencies, and many states have adopted similar requirements. Despite these mandates, many government websites and digital forms remain inaccessible, often due to late-stage testing or lack of cross-disciplinary training.
The most effective way to reduce administrative burden and advance equity is to embed accessibility into every phase of digital service design and delivery. This requires a shift from a traditional project mindset—where accessibility is often an afterthought—to a product mindset, where ongoing value, citizen-centricity, and continuous improvement are prioritized.
Accessible digital government is not just about compliance—it’s about impact. When agencies prioritize accessibility:
For example, agencies that have adopted a product mindset and prioritized accessibility from the start have seen dramatic improvements in citizen satisfaction and engagement. By involving advocacy groups and real users in the design process, and by iterating based on feedback, these agencies have delivered digital services that are not only compliant, but genuinely transformative.
Publicis Sapient partners with government agencies to:
Digital accessibility is a journey, not a destination. By adopting a product mindset, investing in training and governance, and centering the needs of all citizens, government agencies can dramatically reduce administrative burden and advance equity. The result is a more inclusive, efficient, and trusted public sector—one that delivers on the promise of digital transformation for everyone.
Ready to advance digital accessibility in your agency? Let’s work together to build a stronger, more equitable community for all.