Elderly woman using a computer in a library

A unique perspective on accessible government services

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6 minute read 31 Jul 2025

It is imperative to create a dual analog and digital user experience that ensures efficient service delivery and equitable access.

In brief
  • Governments face the challenge of integrating digital services while supporting constituents with limited access to technology, especially in rural areas.
  • Recommendations are advocating for an omnichannel communication approach, enhanced in-person services, and offline payment systems to improve accessibility.
  • Governments must ensure equitable access to services, recognizing that a full shift to digital systems may not meet everyone’s needs.

In an era when constituents can effortlessly pay tolls or schedule DMV appointments via mobile devices, many still encounter barriers to accessing government services, particularly those in rural areas with limited internet connectivity. For individuals experiencing financial hardship, reliable internet access may be a luxury, hindering their ability to apply for essential services like food assistance, housing support, or health care benefits. While some may rely on public Wi-Fi at libraries or community centers, these options can be inconvenient and insecure for sharing sensitive personal information. Additionally, certain groups prefer traditional payment methods, such as paper applications and checks, over automated digital transactions. Therefore, it is imperative for governments to create a dual analog and digital user experience that ensures efficient service delivery and equitable access for all constituents, regardless of their technological capabilities.

Strategic recommendations

A balanced approach that integrates both digital and traditional methods is key to effectively serving all constituents, particularly those with limited access to digitally capable technologies. Maintaining access through mixed-method solutions presents a vital opportunity to provide access to constituents regardless of their digital capabilities. Through the three solutions outlined below, governments can provide a collection of services to non-digital constituents, a population who could be the most in need of access to these services.

Streamline traditional media communications with advanced technology

Governments could take practices utilized in commercial marketing to meet constituents over their preferred media channel, taking an omnichannel approach to communicating and engaging with them. Research shows that individuals expect multiple touchpoints and want seamless experiences across multiple media and in-person interaction.1 For non-digital constituents this would mean providing them information about available government services across different traditional media outlets. To streamline communications, governments could utilize artificial intelligence (AI) to automatically generate text and image content for direct mail messaging, utilize chatbots for phone calls, messages, and deploy intelligent software applications to assist constituents with customer support and service inquiries.2 These services would reduce content generation time and allow more frequent communications with constituents who would otherwise have limited exposure to government services. Data available about these constituent groups could be utilized to tailor messaging and provide governments with information about the most appropriate channel to reach constituents. By analyzing relevant data, AI can create tailored press releases that highlight key information and trends, ensuring that the content is both timely and relevant. This automation not only saves time for communication teams but also reduces the risk of human error in content creation. Furthermore, AI can optimize distribution by targeting specific audiences, increasing the likelihood of engagement and media coverage. For government services where in-person, at-home interactions are necessary, tablets, smartphones, and other mobile devices can be utilized to provide interactive engagement and collect data to streamline operations. Convenience and accessibility can also be achieved by meeting constituents in the comfort of their homes, eliminating the need for long travel for constituents in rural communities or constituents with mobility challenges.

How EY can help

Utilize a store lifecycle management approach to government service centers

 

In-person interactions could also be enhanced by providing more robust experiences at public service offices. Retailers have found that by conducting market research they can better optimize store locations and create more consumer-centric shopping experiences, enhancing the overall success of a given location while reducing the cost of operations.3 Applying these same concepts to government facilities could increase constituent interactions, improve constituent experiences at locations (e.g., the DMV), and reduce the cost of operating in-person facilities. Meeting the constituent at optimal locations could drive off traffic and lead to positive downstream effects if these locations are also within near proximity to local businesses. Governments could take this approach a step further and provide interactive displays on mobiles devices or kiosk-like locations to streamline customer wait times for services and collect data on constituent interactions to better improve long-term customer satisfaction and automate operations where applicable. For example, Wawa saw accelerated time to delivery by implementing a cloud-based technology infrastructure at their local frontline store locations.4 Streamlining back-office applications to this technology stack allowed for their front-line associates to make real-time decisions regarding customer needs. Service quality accelerated and Wawa was able to offer more services and products at individual store locations. Imagine a future state where government assistance payments, Social Security payments, permits, and voter registration were done at locations within near proximity to each other or at a central location where data is routed back to central offices that provide near-real-time updates to constituents.

 

Offline payment applications as an alternative

 

The rise of digital payments has been heavily supported by internet-based technology. Most traditional payment methods like credit cards and mobile wallets typically require an internet connection for the Point-of-Sale (POS) system to process the transaction. In the US, disparities in internet access persist based on geography, income and race. Additionally, recent outages at major payment processors like Square and Fiserv have underscored the need for greater reliability and resilience in digital payment systems, with significant disruptions reported during these incidents.5

 

Offline and hybrid payments systems provide an alternative means for governments to provide payments processing access for non-digital constituents. In an offline digital payment system, government personnel could transact instantly with constituents in remote areas without requiring an internet connection. Both the payer and government personnel could use physical devices that store funds or records of funds locally, eliminating the need for an internet-connected intermediary. Funds are digitally stored on devices like mobile phones, typically encrypted, and are transferred securely later when the government personnel are in closer proximity to high-speed internet.

 

Offline payment systems, including both hybrid and fully offline models, could enhance the resiliency and reliability of payment ecosystems, providing an alternative means for payment processing to be completed without internet access disparities hindering transactions. Hybrid systems are particularly useful in mitigating the effects of temporary internet outages, facilitating transactions in remote areas, crowded events, or regions with unstable connectivity. Outages are particularly impactful for governments as access to critical services will significantly hinder constituents. Individuals could see significant delays in mandatory payments due to them, applying for mandatory identification cards, or remaining in compliance with tax payments deadlines, to name a few.6 By providing these services in support of non-digital constituents, governments could build additional resilience in their digital offerings, creating additional downstream benefits as more people switch to the digital ecosystem.

 

Conclusion

 

As governments modernize their operations through digital workflows, it’s essential to recognize that a full transition to digital and paperless systems may not serve all constituents equally.7 Many constituents may have limited access to reliable internet, be digitally reluctant, or have other digital accessibility issues. For these community members, digital platforms can feel inaccessible, unfamiliar, or even exclusionary. This white paper does not recommend that governments pause efforts to bridge the digital divide and should continue to make strides in providing digital services to constituents.8 However, as the pace of technology continues to evolve more rapidly, it will be imperative for government to find creative ways to engage their constituents regardless of their digital capabilities. The cost and time for implementing massive infrastructure transformations creates a lag in service availability that governments can bridge using the strategies above to mend the digital cavern.9 Providing equal access to technology guarantees that all constituents, regardless of technological availability, benefit from government services.

Richard Hauf, Executive Director, Technology Consulting, Ernst & Young LLP; Jonathan Woolridge, Manager, Technology Consulting, Ernst & Young LLP; Adeem Siddique, Senior, Technology Consulting, Ernst & Young LLP; and Juan A Pestana, Senior, Technology Consulting, Ernst & Young LLP co-authored this article.


Summary 

The article emphasizes the importance of balancing digital innovation with traditional service methods in government operations. It highlights challenges faced by constituents with limited internet access, particularly in rural areas and among financially disadvantaged groups. Strategies such as using omnichannel communication, enhancing in-person service experiences, and implementing offline payment systems are recommended to ensure equitable access. Ultimately, it argues that while digital transformation is essential, governments must continue to support non-digital constituents to provide comprehensive and accessible services for all.

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