Designing for Delegation

I don't know, there is a very important tradeoff here:

"The potential improvement in the experience an individual has with their government could be substantial. When procedural complexity serves as a gatekeeper, government services become less accessible to those who may need them most. Agentic services could, if implemented thoughtfully, democratize access by removing these procedural barriers without compromising program integrity."

True, but at the same time it disincentives governments from simplifying these processes - that's the root cause of the problem. I highly doubt whether agents will be capable of automating these kind of interactions any time soon, but if they prove to be, they might cement overly complex processes pretty much forever - why improve and simplify them when we have agents to hide the accidental complexity?