04/27/2025

Government Customer Service Cuts Have the Less Tech-savvy on Edge

The government and DOGE's efforts to use AI aren't for everyone

For simple tasks, 70-year-old Diane Elliott can usually figure out how to navigate the Social Security Administration's website. Online portals are not an option for her 83-year old sister, however, who can only manage phone calls and in-person customer service.

"For most of her business, even banking, she calls people. That is her preferred method," Elliott said. "She's very with it, but her computer skills are just not up to par."

As the government moves quickly to modernize old systems while cutting budgets and jobs at essential agencies, some Americans are worried about diminished access to customer service. Experts say a rushed approach to more online options, automation and artificial intelligence could lead to gaps in service and threatens to leave some of the most vulnerable behind, such as people with limited internet access or skills who rely on calls or paper forms. That access is especially important for essential agencies like the Social Security Administration, the Internal Revenue Service and the Department of Veterans Affairs.

Please select this link to read the complete article from The Washington Post.