WHITE P APER Modernizing Government Service Delivery 2 2 Federal, state and local agencies all understand that traditional methods of delivering services and benefits to internal and external customers can be overwhelmed during peaks in demand or crises, such as the COVID-19 pandemic. Agency websites, for instance, crashed when constituent demand came surging after reopening for Paycheck Protection Program (PPP) processing and, a similar situation had occurred when the Affordable Care Act’s Health Care Exchange was first deployed. While modernization efforts are underway, current approaches to citizen services at many agencies still include some level of paper-based or manual processes and result in: • Frequent bottlenecks and long processing times • Backlogs or even website c

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