Recent efforts to alleviate consumer burden have been made within states by enhancing their digital systems used to distribute government benefits. With these efforts, Donald Moynihan argues for a system that focuses on reducing "administrative burdens" for the customer experience. “That [idea] is not new, but the way in which customer experience is being discussed today is different in that it prioritizes burdens, in that it thinks about who are the people who were not getting to the service, not just the people who actually make it through the process.”
