Do you have an example on this?
The problem is that Watson has been talked up as almost a strong AI, when it's actually a really good classifier, annotator and summarizer. While there's a great role for Watson-style systems in policy development and practice, they are only one in a battery of ML and analytic techniques, none of which can stand alone without a fully human point of view.
For reasons I don't understand American government systems tend to be very difficult and painful to deal with. This not unique to the US, but in the developed world most other nations have seen improvements since the '70's. The US, not so much.
Getting a driver's license or health card in Canada used to be pretty painful. Today it's very streamlined. You still have to deal with people face-to-face, but the process has been designed to be quick and efficient.