No wrong door: How AI enables accessible government services for citizens

We’ve all been there. Trying to get support for an aging parent or seeking disability resources, only to be bounced between agencies, asked to repeat the same information over and over and left to navigate complex eligibility rules alone.

This isn’t just frustrating; it’s a barrier to receiving critical, life-changing support.

Recent surveys indicate that while 90–95% of public sector leaders say excellent citizen experience is critical to success, only about 10–15% believe their organization is effective at delivering it. Government agencies aiming to improve citizen services need a “no-wrong-door” approach, ensuring people don’t face new obstacles on top of the ones they’re already dealing with.

Thoughtworks’ Seamless Government Experience (SGX) platform, powered by AI, advanced analytics and product thinking, helps make that a reality. Read on to see how it’s already tackling complex challenges — and how it could help your agency too. 

What agencies can achieve with a no-wrong-door approach 

At its core, the “no-wrong-door” approach ensures that individuals can access the support they need, no matter where they start their inquiry. Instead of shuffling people between different offices or community-based organizations (CBOs), it integrates all access points into a single, unified system.

For government agencies, this model unlocks transformative benefits:

• Improved accessibility for individuals navigating complex life events.

• Reduced redundancy for staff who are juggling manual processes and disconnected systems.

• Enhanced outcomes, driven by streamlined collaboration across state agencies, CBOs and local organizations.

   

SGX operationalizes this vision with advanced tools, enabling agencies to provide a cohesive and impactful experience. Here’s how this approach succeeds in different real-world scenarios.

Use case 1: Simplifying human services

For many, navigating eligibility for services like Medicaid, SNAP or WIOA is a significant challenge. Families seeking support for aging parents, accessing disability resources or finding workforce training must interact with a bewildering array of state, local and community organizations.

Our solution: SGX uses AI-powered capabilities to automate eligibility determinations and provide tailored recommendations. By leveraging Google AI tools such as Vertex AI and Gemini, the platform enables intelligent navigation and resource matching, reducing dependency on in-person visits. 

A powerful real-world example is the Behavioral Health Care and Ongoing Navigation (BEACON) portal in Illinois. Developed in partnership by Thoughtworks, Google Public Sector and the state, it was launched after a focused 6-month MVP development cycle. BEACON now integrates resources from six key state agencies into a single, centralized online platform, simplifying the family experience.

Use case 2: Transforming Veterans services

Veterans often face significant hurdles accessing their earned benefits, which are spread across a patchwork of federal, state and community systems. State Departments of Veterans Affairs (DVAs) are acutely aware of these challenges but often operate with limited resources and aging technology.

Our solution: With SGX, Veterans can use a single entry point to access tailored services. The platform leverages federal APIs like VA Lighthouse to integrate eligibility data, which streamlines application processes and simplifies coordination among local Veteran Service Officers (VSOs). 

Thoughtworks’ extensive work with the U.S. Department of Veterans Affairs on initiatives from clinical decision support tools to large-scale data platform modernization gives us unparalleled insight into serving Veterans effectively through AI-powered technology.

Use case 3: Supporting re-entry coordination

The journey from incarceration back into the community is one of the most critical transitions an individual can face. Success hinges on timely access to a complex web of services — stable housing, employment, healthcare and identification — but the reality is that information is siloed across corrections, courts, human services and vital CBOs.

Our solution: SGX facilitates the multi-agency integration required to create coordinated re-entry strategies. It enables courts and parole officers to securely share information and track an individual's progress on their re-entry plan. 

Using GCP tools like BigQuery, SGX has enabled agencies to analyze recidivism risks and optimize resource allocation for re-entry services, reducing administrative burdens for caseworkers.

Use case 4: Streamlining disaster recovery assistance

In the chaotic aftermath of a disaster, survivors face a daunting secondary challenge: navigating recovery assistance. Federal agencies like FEMA and the SBA, state emergency management agencies and nonprofits all offer aid, but accessing it means wrestling with separate websites, applications and eligibility requirements.

Our solution: SGX provides a centralized portal for disaster survivors, allowing them to apply for housing, food assistance and emergency grants simultaneously. By automating application processes and integrating with aid databases, it significantly reduces processing times. 

Because disaster recovery demands systems that can handle sudden surges in traffic, SGX also leverages Google Cloud’s auto-scaling and high-availability features to keep the platform fast, reliable and accessible even under extreme load.

SGX: The engine of seamless service

SGX is far more than a concept; it is an established and flexible platform with a robust set of pre-built accelerators designed for rapid and scalable deployment within government environments. 

Built on the secure and accredited Google Cloud Platform (GCP), SGX is not a massive, from-scratch custom build. Instead, it leverages a platform approach where proven, reusable components and pre-configured GCP services are tailored and extended to meet the specific, complex needs of government agencies.

A core vision of SGX is to deploy a "universe of agents" — specialized, intelligent AI systems — to create a modern service delivery fabric, enabling a shift from reactive processes to proactive, personalized guidance based on citizens' life events.

Key features include:

• Scalability: Built on GCP, SGX dynamically scales to handle sudden spikes in demand, ensuring reliable performance even during crises.

• Security: It meets strict standards like FedRAMP, GovRAMP, HIPAA and CJIS to protect sensitive data across all interactions.

• Adaptability: A modular, API-first architecture with tools like Apigee enables deep integration with legacy systems and community organizations, breaking down barriers between agencies.

• AI-powered intelligence: Leveraging Google AI services such as Vertex AI and Gemini, SGX automates eligibility screening, personalizes recommendations, powers chatbots and extracts data with Document AI.

• Human-centered design: SGX features intuitive, accessible interfaces with multi-language support and WCAG compliance, building trust and ease for users.

• Omnichannel communication: It integrates tools like Google’s Contact Center AI to provide scalable virtual agent support alongside human assistance.

Start improving citizen experiences with AI

Integrated, seamless services are no longer optional — they’re essential to meeting citizens’ needs effectively. 

With over 30 years of experience guiding public sector digital transformations, Thoughtworks combines deep expertise with the power of the SGX platform to help agencies break down silos, streamline access and improve outcomes. Our methodology ensures we deliver value incrementally, starting with low-risk, high-impact solutions before scaling to more transformative capabilities.

If your agency is ready to implement a no-wrong-door approach and create truly connected, accessible services, contact us today to start your transformation journey.