In an era where citizens expect government services to be as intuitive and responsive as those in the private sector, digital accessibility has become a foundational requirement—not just a legal obligation, but a moral and economic imperative. For millions of Americans, especially those with disabilities, seniors, and people with limited resources, the ability to access essential public services online can mean the difference between support and exclusion. Administrative burdens—complex forms, inaccessible websites, and unclear processes—disproportionately impact the most vulnerable, often preventing them from receiving the help they need.
Accessible digital government is about more than compliance. It is about building a more equitable, efficient, and citizen-centric public sector. When digital services are accessible to all, communities thrive, public trust grows, and the administrative burden on both citizens and agencies is reduced.
Administrative burden refers to the obstacles citizens face when trying to access or maintain government benefits and services. These 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:
The transformation of PA.gov, in partnership with Publicis Sapient, exemplifies the power of accessibility-first digital government. Pennsylvania reimagined its public web presence by organizing services around life events—such as “experiencing a financial setback” or “relocating to a new town”—making it easier for residents to find relevant services, even if they don’t know which agency provides them. Accessibility was foundational, not an afterthought. The new PA.gov was built to meet or exceed WCAG 2.0 Level AA and Section 508 requirements, ensuring compatibility with a wide range of assistive technologies. Continuous engagement with residents, including those with disabilities, ensured that the design addressed real-world needs and barriers.
The result? Residents spend less time navigating bureaucracy and more time accessing the services they need. People with disabilities, older adults, and those with limited digital skills can engage with government services independently and confidently. Unified workflows and reusable content reduce duplication and enable agencies to focus on delivering value.
During the COVID-19 pandemic, Publicis Sapient partnered with local agencies to design and implement cloud-based portals for emergency rental assistance. These digital solutions streamlined complex, multi-page application processes, enabled real-time data access for staff, and ensured that funds were distributed quickly to those in need. In one year, a single platform delivered $75 million in rent relief, keeping more than 11,000 families in their homes. For seniors and individuals with disabilities, guided, accessible digital experiences transformed what was once an insurmountable paperwork task into a manageable, even empowering, process.
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.