Digital Accessibility in Government: Reducing Administrative Burden and Advancing Equity

Transforming Public Services for All

In today’s digital era, government agencies are uniquely positioned to drive societal progress by ensuring that public services are accessible, equitable, and efficient for every citizen. Digital accessibility is not just a compliance requirement—it is a catalyst for reducing administrative burdens and advancing equity. By embedding accessibility into the core of digital initiatives, governments can unlock new levels of service delivery, foster inclusion, and build trust with the communities they serve.

The Case for Digital Accessibility in Government

Digital accessibility means designing and delivering public services so that everyone—including people with disabilities, older adults, and those with temporary or situational limitations—can access and benefit from them. With over a billion people worldwide living with disabilities, and an even larger population experiencing temporary or situational barriers, accessible digital services are essential for equitable participation in civic life.

The benefits of accessible digital services extend far beyond compliance or social good. They:

Reduce administrative burden by streamlining processes, minimizing paperwork, and enabling self-service.
Increase efficiency for both citizens and government staff, freeing up resources for higher-value work.
Expand reach and impact by ensuring that no one is left behind, regardless of ability, age, or circumstance.
Drive innovation by embedding inclusive design principles that often lead to better, more intuitive experiences for all users.

Real-World Impact: Case Studies in Action

Digitizing Rental Assistance in North Carolina

The COVID-19 pandemic underscored the critical need for rapid, accessible government support. In Charlotte, North Carolina, DreamKey Partners, a rental assistance agency, 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 partnering with Publicis Sapient to digitize the application and approval process, DreamKey Partners was able to:

Process tens of thousands of applications in days instead of months.
Ensure that people with disabilities, limited English proficiency, or limited access to technology could still apply and receive support.
Reduce the administrative burden on both applicants and agency staff, enabling faster, more equitable distribution of aid.

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.

Transforming Legal Case Management in Los Angeles

Access to justice is a cornerstone of an equitable society, yet public defenders often face overwhelming caseloads and limited resources. 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, Publicis Sapient helped the LA Public Defender’s Office:

Digitize over 160 million records, making them searchable and accessible.
Implement a case management system that enables attorneys to quickly identify clients eligible for diversion or expungement programs.
Level the playing field between public defenders and well-resourced private law firms, ensuring that all citizens—regardless of means—can access the justice they deserve.

This transformation not only reduced administrative overhead but also democratized access to legal relief, directly advancing equity in the criminal justice system.

Embedding Accessibility: Practical Steps for Government Agencies

Despite the clear benefits, many agencies struggle to make accessibility a core part of their digital strategy. Common challenges include legacy systems, limited awareness or training, resource constraints, and complex regulatory environments. However, these challenges are surmountable with a proactive, structured approach:

Leadership Commitment: Accessibility must be a visible, top-down priority. Senior leaders should champion inclusion, set clear goals, and hold teams accountable.
Embed Accessibility from Day One: Consider accessibility from the earliest stages of project design, not as a compliance checkbox at the end. Involve people with disabilities and diverse lived experiences in testing and feedback.
Cross-Discipline Training: Provide accessibility training for all team members—designers, developers, content creators, and project managers. Regular design reviews and accessibility specialists can help catch issues early.
Leverage Modern Technologies: Use AI-powered tools for real-time captioning, translation, and document accessibility to automate and scale inclusive practices.
Continuous Improvement: Accessibility is a journey, not a destination. Regularly test, gather feedback, and iterate to keep pace with evolving standards and user needs.
Governance and Accountability: Embed accessibility compliance within internal processes to create a culture of ongoing accessibility.

Overcoming Barriers: Addressing Legacy Systems and Resource Constraints

Many government agencies operate with legacy systems that were not designed with accessibility in mind. Retrofitting these systems can be challenging, but not impossible. Key strategies include:

Incremental Modernization: Prioritize high-impact services for accessibility upgrades and phase improvements over time.
Inclusive Procurement: Require accessibility as a non-negotiable standard in all new technology and vendor contracts.
Diverse Teams: Include people with disabilities in digital teams to provide valuable insights and avoid unintentional barriers.
Resource Optimization: Leverage partnerships, grants, and shared services to maximize impact within budget constraints.

The Path Forward: Accessibility as a Foundation for Equity

Digital accessibility is not a one-time project—it is a mindset and a continuous journey. For government leaders, the opportunity is clear: by making accessibility a core principle of digital transformation, agencies can reduce administrative burdens, improve service delivery, and advance equity for all.

This approach is not just about meeting legal requirements. It is about building public trust, fostering innovation, and ensuring that government truly serves everyone. As technology continues to evolve, the most resilient and effective public sector organizations will be those that lead with accessibility—creating digital services that are not only usable, but empowering, for every member of society.

Ready to drive impact through accessible government services? Publicis Sapient partners with public sector organizations to design and deliver digital solutions that reduce barriers, advance equity, and create lasting value for communities. Let’s build a more inclusive future, together.