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—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. 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 keyboard, 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.
Key strategies include:
Accessible digital government is not just about compliance—it’s about impact. When agencies prioritize accessibility:
During the COVID-19 pandemic, a rental assistance agency in North Carolina faced an overwhelming surge in applications from residents at risk of eviction. Traditional, paper-based processes would have left thousands waiting for help—or missing out entirely. By digitizing the application and approval process, the agency was able to process tens of thousands of applications in days instead of months, ensure accessibility for people with disabilities and limited English proficiency, and reduce the administrative burden on both applicants and staff. The result was not just operational efficiency, but a tangible impact on people’s lives—helping families stay in their homes and avoid the devastating consequences of eviction.
In Los Angeles County, the Public Defender’s Office was burdened by millions of paper records, making it difficult to identify eligible clients for legal relief under new laws. Through a comprehensive digital transformation, over 160 million records were digitized, making them searchable and accessible. A new case management system enabled attorneys to quickly identify clients eligible for diversion or expungement programs, leveling the playing field between public defenders and well-resourced private law firms. This transformation not only reduced administrative overhead but also democratized access to legal relief, directly advancing equity in the criminal justice system.
While the promise of digital accessibility is clear, government agencies face real challenges:
These challenges are surmountable. Leading agencies are embedding accessibility from the earliest stages of project design, involving people with disabilities in testing and feedback, leveraging modern technologies (such as AI-powered tools for real-time captioning and document accessibility), and investing in ongoing education and organizational culture change.
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.