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Creating Access:
How Governments Are Modernizing Public Benefits Programs

Building equitable, efficient pathways to public assistance for everyone.

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1. Access Begins with Design

For many, applying for public benefits is the hardest step. Processes often take weeks and are filled with confusing websites, repetitive forms, and inaccessible interfaces.

These barriers don’t just slow people down. They block access altogether.

That’s why governments nationwide are rethinking the application process as a critical gateway to support.

Illustrated diverse working group
Real Cost Graph: Loss of Trust, Missed Benefits, Time & Resource Strain, Lower Program Uptake, Increased Manual Work, Higher Abandonment Rates

2. The Real Cost of Inaccessible Digital Tools

Real Cost Graph: Loss of Trust, Missed Benefits, Time & Resource Strain, Lower Program Uptake, Increased Manual Work, Higher Abandonment Rates

When benefits applications are confusing, inaccessible, or poorly designed, the costs stack up for everyone.

With evolving federal mandates around accessibility and usability standards like those outlined in the U.S. Web Design System (USWDS), modern, accessible tools are no longer optional.

They’re essential.

3. Common Barriers to Benefits Access

Many of the biggest barriers to public assistance programs today stem from outdated application design.

And these barriers don’t just mean spending more time in front of a computer. The impact can be far greater than many realize.

Barriers Impact Graph: Too many program portals → Repeated data entry for applicants; Unclear eligibility criteria → Residents unsure what they qualify for; Technical complexity → Requires printers, desktops, or faxing; Lack of mobile/language support → Excludes underserved communities; No support for intermediaries → CBOs/caseworkers can’t assist clients; Manual backend processes → Slower workflows/higher staff burden

4. Human-Centered Design in Action

There’s a substantial need for more governments to move away from inaccessible, transactional forms and adopt human-centered, inclusive design that meets people where they are.

Human Centered Approach: Modular & Consistent, Intermediary Support, Smart Program Screening, Multilingual & Mobile-Friendly, Privacy & Data Stewardship

5. Modernizing Public Benefits Access

A woman standing beside a form and the CiviForm Logo

CiviForm is an open-source software that helps governments centralize and digitize benefits application forms, making it easier for residents to apply online.

Originally developed by the City of Seattle with support from Google.org Fellows, it’s now stewarded by Exygy and co-developed with partner governments.

6. Real Cities, Real Impact

CiviForm has helped several city and state jurisdictions quickly modernize and drastically improve their program application processes.

$68 Million

In Government Services Available

Up to 85%

Reduction in Time to Complete Application

8,000,000+

Residents in CiviForm Locations

Take a look below to see how we incorporated real partner and community feedback in our newly redesigned Program Overview pages within CiviForm.

By implementing CiviForm, our government partners not only dramatically decreased the overwhelming burden on their staff, but it has also significantly increased increasing the amount of government aid our partners have been able to deliver to their residents.

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Outdated systems shouldn’t stand in the way of essential services.

 

Let’s explore how your government agency can streamline public benefits access and get resources into the hands of people faster.

Fill out the form to start the conversation →

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