Why Government Forms Are So Hard to Complete Online (and How to Fix Them)

Online forms are a resident’s gateway to essential community services like registering a pet, buying a parking permit, or applying for a marriage license. When they work well, they empower your community. When they don’t, they can become a barrier to getting things done.

The Problem: Form Friction

Difficult online forms can leave residents struggling to:

• Find the right document
• Decode confusing jargon
• Handle unexpected requirements to complete the form
• Correct errors without losing their progress
• Resume saved forms without starting over

The Impact: Resident and Staff Frustration

Every point of friction can disrupt resident progress and prevent them from completing critical, time-sensitive tasks.

However, these hurdles don’t stop at the resident level. They can also directly impact your internal team when valuable staff time is diverted away from higher-priority community projects to handle:

• Incomplete submissions
• Follow-up calls to the office
• Duplicate requests
• Manual corrections
• Multiple account and login issues

The Solution: Simple Changes Can Lead to Better Forms

The good news is that improving online government forms does not require a massive, budget-draining technology overhaul.

Small, intentional changes to the user experience can make forms significantly easier to complete, slash manual administrative work for staff, and build lasting civic trust.

Read on to discover the most common barriers residents face and the simple strategies you can use to fix them.

Five Common Reasons Residents Abandon Online Government Forms (and Their Solutions)

Many online government forms are built to collect information. The best forms help residents accomplish a task. Here are five common barriers that make forms harder to complete than they need to be.

1. Confusing Language

Government terminology and technical language make sense to local government employees but is often unfamiliar to residents. While staff may not be able to change the official name of a permit or application, plain-language descriptions can help residents understand what the form is for before they begin.

The Resident-Centric Solution: Use plain language throughout the online experience. Add simple descriptions, clear instructions, and helpful guidance so residents understand what the form is for, who should complete it, and what information they need before they get started.

2. Asking for More Information Than Residents Expect

Every additional question increases the chance someone will stop before submitting the form. Residents may also hesitate when a form asks for sensitive information or supporting documents without explaining how their data will be protected. Additionally, longer forms feel harder to complete and often don’t result in better information being gathered.

The Resident-Centric Solution:

Keep forms as short as possible. Only ask for information that is needed for the specific request. If certain questions only apply in some situations, use conditional logic or a form setting that changes what a user sees based on the answers they provide, so residents only see questions that are relevant to them.

For forms that collect sensitive information or attachments, it’s best to use a secure form platform and clearly explain how resident data is protected. Encryption helps protect the information while residents submit it and while it is stored.

3. Poor Mobile Experiences

Many residents access local government websites from a mobile device or tablet. Residents facing constant zooming, endless scrolling, or difficult typing often decide to finish the form later. Often, later never comes.

The Resident-Centric Solution:

Design forms with mobile and tablet users in mind by including:

• Responsive design
• Large buttons and form fields
• Simple navigation
• Progress indicators
• Minimal typing whenever possible

4. Accessibility Barriers

Online government services should work for everyone. Forms that rely on inaccessible PDFs, poor color contrast, missing labels, or keyboard navigation issues create unnecessary barriers for many residents. Supporting documents should also be accessible so residents can easily read instructions, requirements, and other important information.

The Resident-Centric Solution:

Design forms with accessibility in mind so more residents can complete essential tasks online. Use accessible web forms whenever possible, and confirm each experience supports keyboard navigation, screen readers, and clear visual layouts.

5. No Clear Confirmation or Next Steps

Residents should never wonder whether their request was received. After clicking “Submit,” they want to know what happens next, whether they need to take additional action, and when they can expect a response.

The Resident-Centric Solution:

A better experience includes:

• A confirmation message
• A tracking or reference number
• Expected response times
• Next steps
• Status updates when appropriate

Providing this information reduces uncertainty while also decreasing phone calls asking for updates.

What Better Government Forms Look Like: A Quick Guide

In addition to collecting valuable information, the best online government forms also guide residents through that collection process with clear language, logical questions, and helpful instructions. The improvements listed below can make online government forms easier to complete.

These improvements make it easier for residents to complete tasks while helping staff spend less time answering questions and correcting incomplete submissions.

How AI Can Improve the Resident Experience

AI-assisted tools can help staff create and update online forms more efficiently. Local governments can review these tools against their IT and AI policies before use. For example, CivicPlus^® Process Automation and Digital Services uses AI to make it easier for staff to build, convert, or reconfigure forms without technical expertise.

That simpler form-building process helps local governments create digital experiences that are easier for residents to navigate and complete.

Staff gain better information intake, automated routing, and streamlined workflows that reduce manual follow-up and repetitive data entry.

Online forms that are simple, accessible, and supported by approved AI tools can help residents complete tasks quickly and confidently. As a result, staff spend less time fixing errors and more time delivering high-quality services, which creates a better experience for the entire community.

Ready to Improve Your Online Forms?

See how CivicPlus Process Automation and Digital Services helps local governments create connected, resident-friendly digital services that reduce manual work and improve the resident experience.