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Representative local application

Help With a Utility Bill

Energy assistance • Local agency, LIHEAP-funded

The Low Income Home Energy Assistance Program is federally funded and delivered through state, tribal and local agencies, each publishing its own application and seasonal dates. This case study shows a representative local application, not any one agency's form.

Source: U.S. Department of Health and Human Services, LIHEAP program information

AccessForce is an independent prototype. It is not affiliated with, nor endorsed by, this agency, and it never changes eligibility requirements or makes eligibility decisions.

View Official Program Information(opens in a new tab)Run the AI audit

Before

The experience people use today

  • One bill.
  • One season.
  • One local office to find.

By the time someone finds the right office, the season may have closed.

People often look for help at the moment of a shut-off notice — the moment when reading dense instructions is hardest.

Which questions apply to you?

The same application asks for different question ranges depending on which programs someone is requesting.

  • Regular seasonal assistanceHousehold + income + utility account+ recent bill
  • Crisis or shut-off noticeHousehold + income + urgency questions+ shut-off notice
  • Heat included in rentHousehold + income + rental questions+ lease information
  • Also seeking other helpHousehold + cross-program questions+ referral to food or medical assistance

AI-identified cognitive and process complexity — not a legal accessibility violation.

AXS — Accessibility Experience Score

Putting a number on the experience people face today

AXS — AccessForce Accessibility Experience Score

38 / 100

Major Barriers IdentifiedIllustrative score until audit completed

Illustrative score until audit completed

Local energy assistance application

AXS weighs technical accessibility at 40%, cognitive and content accessibility at 30%, and process accessibility at 30% — so an interface that is technically operable can still score low when the process itself is hard to get through.

How AXS works

AI accessibility audit

Ask AI to examine the experience

AccessForce reads the published application the way different people would have to, and reports what may stand in their way. These are AI-identified opportunities reviewed by a person — not legal findings.

AI redesign

Let Agentforce rebuild the interaction

The eligibility rules and the systems behind them stay exactly as they are. Only the interaction changes.

After

The same service, as a conversation

Help With a Utility Bill — assistant

Hi. I can help you look into help with your utility bill. Before we start, how can I make this easier for you?

How can I make this experience easier for you?

You can change these preferences at any time.

AccessForce helps people find and understand local assistance processes. It never approves payments or decides eligibility — the local agency does.

Before vs. after

Same public service, different experience

Before

Form-driven

  • 🔎 Find the local office yourself
  • 📅 Seasonal window buried in instructions
  • 🧾 Account numbers copied by hand
  • ⚠️ Crisis path hard to spot
  • 📄 Income documents for everyone

After

Utility Help for All — conversation-driven

  • 💬 Say what's happening
  • 🚨 Urgent path surfaced first
  • 📍 Local agency found for you
  • 📷 Bill read back for confirmation
  • 🗒 Plain-language checklist
  • ♿ Adaptive accessibility
  • 🙋 Human help straight away

Same program rules. Same local decisions.

Help that can be found in time.

Measured

Before and after isn't just visible. It's measurable.

Before

38

AXS / 100

Major Barriers Identified

Local energy assistance application

AccessForce redesign

After

93

AXS / 100

Highly Accessible Experience

Adaptive Agentforce conversation over the same requirements

+0

Accessibility Experience Points

38 → 93. Illustrative score until audit completed.

Dimension by dimension

Select “Why?” on any dimension to see the finding, the recommendation and the redesign decisions the improvement is credited to.

AXS dimension scores before and after the AccessForce redesign, out of 100
DimensionBeforeAfterChangeEvidence
Visual & Perceivable64 out of 100 before94 out of 100 after+30
Screen Reader & Semantic56 out of 100 before95 out of 100 after+39
Motor & Keyboard54 out of 100 before95 out of 100 after+41
Cognitive Accessibility26 out of 100 before91 out of 100 after+65
Plain Language32 out of 100 before93 out of 100 after+61
Process Accessibility18 out of 100 before88 out of 100 after+70
Adaptive & Personalized22 out of 100 before94 out of 100 after+72

Illustrative score until audit completed. Each change is credited to a specific redesign decision — a score never moves simply because a conversation exists.

Why did the score change?

  • Process Accessibility

    18 → 88+70

    Why?

    • Irrelevant questions removed from view
    • Branching handled dynamically
    • Save and resume added
    • Help available throughout
    • One task presented at a time
    • Human escalation available

  • Cognitive Accessibility

    26 → 91+65

    Why?

    • Reduced information density
    • One question at a time
    • Plain-language explanations
    • “I don't know” supported
    • Approximate answers supported where appropriate
    • Follow-up items saved rather than blocking progress

Scale

One accessibility engine. Thousands of experiences.

The same audit-and-redesign engine can point at any required experience. The systems of record behind them are never replaced.

  • Government
  • Healthcare
  • Education
  • Employment
  • Sports
  • Travel
  • Emergency Response
  • Financial Services

Don't make people adapt to forms.

Make forms adapt to people.

AccessForce: Forms for All

Built for Agentforce for Good • AI Fluency Track • Type C

See the Type C evidenceHow it reaches existing systems