I often hear that tech changes so fast it’s difficult to keep up. But what government needs to keep up with is not tech but people. In part because of technology, people’s behavior and expectations have changed. Simple apps that do a lot for us have made people less tolerant of complex, multistep paperwork processes. Our devices constantly steal our attention, making it harder to persist through administrative burden. Increased inequality has made the time and attention burden even more costly to those who are most likely to engage with government. We push people to online interactions, but
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