Making the Case for a Digital Front Door

California has long been recognized as a leader in government innovation. From modernizing IT infrastructure to adopting cloud solutions, the state has demonstrated a commitment to progress. Yet research from Accenture makes one reality clear: technology alone does not deliver better outcomes. What matters most is experience, that is, how residents access services and how employees deliver them.

Accenture reports that 49% of residents nationwide experience difficulties navigating government websites, which negatively impacts access, trust, and overall satisfaction. This challenge is not simply technical; it reflects how services are organized and presented to the people who rely on them. Fatigue can be an issue.

Residents are not asking for more portals or new applications. They want simple, secure, human centered experiences to renew a license, apply for benefits, or make a payment without confusion or repeated steps. When services are difficult to navigate, frustration grows and trust erodes.

Government employees face similar obstacles. Accenture research also shows that 62% of government workers say inefficient processes hinder their ability to deliver core services. Fragmented systems and unclear self service options drive higher call volumes and in person visits, forcing staff to spend time on routine inquiries instead of complex cases that require judgment and empathy. The result is slower service, higher costs, and declining morale.

A digital front door addresses these challenges by rethinking how residents enter and move through government services. It is not simply a homepage rather it is a unified, intuitive entry point that organizes services around people rather than programs. A well designed digital front door guides residents end to end, reduces repeated identity verification, and uses plain language instead of bureaucratic jargon.

As outlined in Accenture’s Experience as the New Lens for Public Service and Reimagining Public Services in the Age of AI, experience led design enables governments to shift from fragmented transactions to seamless, personalized journeys without compromising security or compliance. When services are integrated behind the scenes, residents experience clarity instead of complexity.

The urgency for better digital experiences continues to grow. Residents increasingly expect the same ease of use from government that they receive from financial institutions or retailers. When expectations are unmet, agencies see increased demand for costly in person support. At the same time, employees experience burnout from manual workloads and disconnected systems.

Building a digital front door is a strategic decision. Success requires breaking down silos, aligning agencies, and designing services around real user needs. It also requires investing in workforce readiness so employees understand, trust, and adopt new tools, especially as AI enabled capabilities become more common.

A digital front door is no longer optional. It is the foundation of modern service delivery. When residents can access services without frustration and employees have the tools to serve effectively, trust grows, costs decline, and government becomes more responsive and human centered.

For California leaders, the message is clear: don’t pursue digital transformation for its own sake. Pursue better experiences. Start with the front door.