For many Americans, navigating federal agencies is a routine part of life — yet as these agencies undergo rapid digital transformation, concerns about accessibility, security, and service quality are rising. This is especially true for vulnerable populations who rely heavily on traditional methods such as phone calls and in-person visits.

Challenges Faced by the Elderly and Less Tech-Savvy

For instance, Diane Elliott, a 70-year-old, can generally manage the Social Security Administration’s online portal. However, her 83-year-old sister prefers traditional methods like calls and visits. ‘For most of her business, even banking, she calls people. That’s her preferred method,’ Elliott explains. ‘She’s very with it, but her computer skills are just not up to par.’

The Push for Digital Modernization and Its Risks

Amid budget cuts and a push for faster system upgrades, many officials warn that hastily transitioning to online services could leave some behind. Experts emphasize that automation and artificial intelligence (AI) might reduce costs but also risk creating gaps in service, particularly affecting those with limited internet access or digital literacy.

In fact, recent proposals, such as requiring in-person or online identity verification for new Social Security claims, faced backlash and were quickly reversed to prevent service disruptions.

Automation in Public Service Systems

The government has adopted automation tools like chatbots, phone trees, and callback services to enhance efficiency. These systems aim to handle frequent questions and reduce wait times but often fall short for users requiring complex assistance or human empathy.

Introducing AI into Customer Service

The next phase involves integrating more advanced AI tools capable of engaging in nuanced conversations and assisting with behind-the-scenes processes. The Social Security Administration is testing AI to improve simple tasks like password resets and benefit notifications and is expanding its phone support with AI enhancements.

According to an administration official, ‘AI is rapidly taking over the thinking tasks, the analytical stuff — it already did repetitive and monotonous tasks. The next step in AI’s development is to do feeling AI.’

Concerns and Benefits of AI Integration

While AI can improve efficiency, critics like Michael Faber, a 64-year-old planning to retire soon, worry about the loss of empathy and human connection. ‘Customer service is about being responsive and empathic. AI can be responsive to a certain point, but AI can’t be empathetic.’

Swapnil Jain, CEO of Observe.ai, highlights that ‘a big part of customer service and customer experience is you want somebody to empathize with you.’ Effective deployment of AI requires careful planning and phased implementation to avoid service gaps.

Government Efforts to Balance Technology and Service

The government asserts that modernization efforts aim to improve service delivery and prevent fraud. White House spokeswoman Liz Huston stated, ‘The Social Security Administration is working tirelessly to modernize systems, improve customer service, prevent fraud, and safeguard the integrity of these vital programs.’

The Impact on Public and Budget

However, experts warn that poorly executed automation could have serious consequences. For example, the IRS expects a 10% decline in tax revenues this year due to gaps in filing and compliance issues. The Treasury Department is working to reduce reliance on paper filings through policy changes and automation, hoping to lower costs and improve efficiency.

Real-life Impact on Beneficiaries

Greg and Linda Link, both in their late 70s, exemplify the challenges faced by many relying on Social Security. Despite being able to reach agents by phone and visiting offices, ongoing issues with missed payments highlight the importance of accessible and reliable service. ‘We critically depend on receiving the benefit of the system that we paid into,’ says Greg.

As federal agencies strive to modernize, balancing innovation with accessibility remains crucial. How can they ensure that technological advancements serve all citizens equally and effectively? Discover the future of government services and the critical role human connection still plays in public trust and service quality.

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