Legacy Systems Are Holding Back Government Service Delivery—Here’s How Agencies Can Move Forward
As American society grows increasingly reliant on digital platforms, the U.S. federal government is working to modernize its own legacy systems to improve service delivery through a series of legislative actions.
Notably, the 21st Century Integrated Digital Experience Act (IDEA), passed in during President Trump’s first term, mandates that federal agencies update their websites and digital services to make them more user-friendly, secure, and efficient for millions of Americans who rely on them.
However, a Government Accountability Office (GAO) report from late 2024 revealed troubling progress in IDEA implementation. Of the 192 requirements that 24 federal agencies were supposed to address, only 109 were covered in the latest reports. The GAO’s findings suggest that many agencies are still struggling to implement IDEA’s objectives fully.
Despite these challenges, Congress has doubled down on its efforts to improve federal service delivery. A new bipartisan measure, the Government Service Delivery Improvement Act (GSDIA), directs the Office of Management and Budget (OMB) to appoint a Federal Government Service Delivery Lead and requires each agency to designate its own service delivery lead within one year.
The continued focus on these types of legislation is a direct response to the realization that, despite dedicated efforts and significant progress, outdated systems and legacy tools still hinder the delivery of critical federal services for many Americans.
Challenges in Modernizing Federal Digital Services
Effective digital modernization is especially urgent given the high demand for online services. According to the U.S. General Services Administration (GSA), Americans make over 2 billion visits to federal websites each month, which represents 80 billion hours in interactions between agencies and their constituents.
These interactions are vital, as millions of individuals and organizations rely on the government for essential services and information. However, the current landscape of federal websites is marked by redundancy, inconsistency, and inefficiency.
The lack of consistency, customization, and searchability across federal websites is a prevalent CX challenge. In its IDEA implementation report, GAO found customization to be the least addressed requirement. Only half of the agencies that submitted reports on their IDEA progress even mentioned customization, and many reported no progress in this area.
Customization is crucial to meet the diverse needs of the public, including people from different backgrounds with varying levels of digital literacy. Without tailored experiences, users may struggle to find the information or services they need. But not only do these challenges inhibit service delivery outcomes, it ultimate increases the costs passed down to the taxpayers and adds substantial administrative burden onto the agency employees.
However, before agencies can turn to more advanced issues, like customization, they must first build a strong digital foundation.
According to industry estimates, the federal government can save $7.72B in year 1, $23.18B by year 3, and $38.65B by year 5 of a successful website modernization effort. Additionally, industry projects that civil service and federal employees who administer federal websites can save 17.29MM working hours annually on activities related to content editing, site creation, development, and publishing.
Enhancing Digital Experiences with Improved Websites and Services
IDEA requires agencies to improve their digital services and make it easier for the public to complete transactions and access information. Website usability is critical as online portals are now the primary and preferred method of interaction between government agencies and citizens. As such, federal agencies are looking to improve website usability by optimizing website design and searchability.
Of course, security and privacy are paramount when modernizing government websites. Protecting citizen data and ensuring clear communication about privacy policies fosters trust between the public and government agencies. Transparency is critical for building positive CX and ensuring users feel confident in online services.
Human-centered design (HCD), an IT modernization practice that incorporates tangible user feedback, is another critical component of efficient and effective service delivery. An HCD approach helps alleviate usability issues and ensures digital services meet the needs of the people they serve.
As agencies continue their modernization efforts, data collection and user research will play an increasingly important role in shaping digital services.
Leveraging Data and AI for Enhanced Service Delivery
By using data analytics, agencies can better understand how citizens interact with their websites. Moreover, data can identify which parts of the digital journey are most problematic for users, which illuminates areas for improvement. Monitoring and analyzing user data allows agencies to create more personalized experiences, tailoring digital content and services to the needs of specific user groups.
Incorporating artificial intelligence (AI) into government operations can further enhance data analysis and service delivery. AI tools can automate administrative processes, significantly reducing processing times and minimizing human error.
For example, an AI-powered benefits processing system could reduce application processing time from weeks to days, helping citizens access critical services faster. Beyond improving external service delivery, AI can also optimize internal workflows, cutting administrative burdens for government employees and streamlining agency operations.
However, there are many legitimate concerns about AI security and efficacy. Federal agencies, leading academics and industry experts must all collaborate to thoroughly ensure AI deployments are ethical.
Moving Forward with a Collaborative Approach
Ultimately, the success of federal digital modernization efforts will require collaboration between agencies, the public sector, and private industry. Data interoperability, streamlined workflows, and customization will be essential for ensuring the efficiency and effectiveness of federal service delivery.
As the government works toward meeting the requirements of IDEA, GSDIA, and other digital transformation policies, it’s clear that improving service delivery will require sustained effort, investment, and collaboration at all levels. By focusing on user needs, embracing new technologies, and building a digital infrastructure that is both secure and accessible, federal agencies can better serve the American public.
Brian Chidester is the Head of Industry Strategy for the Public Sector at Adobe.
