Every day, millions of people are unable to access the critical government services they need because of the complexity of navigating program enrollment and the bureaucracy of government agencies. Recognizing its responsibility to provide equitable and fair services to all, the Biden Administration’s 2024 budget proposal allocated over $500 million to support customer experience (CX) efforts across agencies.
A recent survey aimed to identify the challenges constituents face when enrolling in government benefit programs. The survey revealed that online application procedures were often perceived as complex and confusing by respondents, with many struggling to grasp the complexities of the process and making errors that led to processing delays.
