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My joint keynote with Jennifer Pahlka of Code for America at the Accela Engage conference in San Diego on August 5, 2014. We talk about current advances in technology, and how they call for anyone developing services to put their users at the center. In particular, we talk about how these lessons apply to government. Making government work by the people and for the people in a 21st century way is central to restoring faith in government.
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Government For the People, By the People...In the 21st Century
Jennifer Pahlka @pahlkadotTim O’Reilly @timoreilly
Accela EngageAugust 5, 2014
@conference @timoreilly
@conference @timoreilly
@conference @timoreilly
Lesson #1: Get creative with hardware, not just software
Lesson #2: Build software “above the level of a single
device”
Lesson #3: Close the loop
“What I learned from Google is to only invest in things that close the loop.”
- Chris Sacca
• Google home screen
@conference @timoreilly
@conference @timoreilly
To what extent can reputation systems replace or augment regulation?
Lesson #4: Measure and Respond
The Lean Startup
Minimum Viable Product “that version of a new product which allows a team to collect the maximum amount of validated learning about customers with the least effort.”
Lesson #5: Do Less
Simplification
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Lesson #6: Rethink workflows and experiences
“Uber is a $3.5 billion lesson in building for how the world *should* work instead of
optimizing for how the world *does* work” - Aaron Levie of
Box.net
But there’s one big problem
“We know about all these new technologies. What we don’t know is how to organize ourselves to use them effectively.”
- An IT executive at Fidelity, during Q&A
after a talk I gave there in 2008
The same site that failed so miserably on October 1 had, by April 15, enrolled more than 8 million people!
Rescuing healthcare.gov• A team of engineers. They came in
and worked tech wizardry, right?
• Maybe a bit of that, but most of the work was debugging the communications failures that led the contractors to build software components that didn’t work together.
• 18 hour days• 100 days straight• Standup meetings focused on
why people weren’t able to keep the promises they’d made to each other
Mikey DickersonGoogle Site Reliability Engineer
DevOps“…it’s not about making developers and sysadmins report to the same VP. It’s not about automating all your configuration procedures. It’s not about tipping up a Jenkins server, or running your applications in the cloud, or releasing your code on Github. It’s not even about letting your developers deploy their code to a PaaS. The true essence of DevOps is empathy.”
Jeff Sussna, “Em pathy: The Essence of Dev Ops”
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disruption
values
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Government can work
for the people,
by the people,
in the 21st century,
if we make it so.
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for the people
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for people
#Accela @timoreilly
““User needs. An empathetic service would ground itself in the concrete needs of concrete User needs. An empathetic service would ground itself in the concrete needs of concrete
people. Itpeople. It’’s not about innovation, big data, government-as-a-platform, transparency, crowd-s not about innovation, big data, government-as-a-platform, transparency, crowd-
funding, open data, or civic tech. Itfunding, open data, or civic tech. It ’’s about people. Learning to prioritize people and their s about people. Learning to prioritize people and their
needs will be a long slog. Itneeds will be a long slog. It’’s the kind of change that happens slowly, one person at a time. s the kind of change that happens slowly, one person at a time.
But we should start.But we should start.””
#Accela @timoreilly
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#Accela @timoreilly
#Accela @timoreilly
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“One privilege the insured and well-off have is to excuse the terrible quality of services the government routinely delivers to the poor. Too often, the press ignores — or simply never knows — the pain and trouble of interfacing with government bureaucracies that the poor struggle with daily.”
Ezra Klein, Washington Post
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@conference @timoreilly
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for the people
=
for people
=
for users
Government needs?
Todd Park, US CTO
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stakeholders
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Government can work
for the people
by the people
in the 21st century,
if we make it so.
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by the people
@timoreilly
@timoreilly
@timoreilly
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productive engagement
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Lesson #7: Rewrite for humans
#Accela @timoreilly
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Lesson #7: Use the services you manage
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Lesson #8: It’s never right the first time
(and it’s never finished)
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Lesson #9: There is no silver bullet
#Accela @timoreilly
““User needs. An empathetic service would ground itself in the User needs. An empathetic service would ground itself in the concrete needs of concrete people. Itconcrete needs of concrete people. It’’s not about innovation, s not about innovation,
big data, government-as-a-platform, transparency, crowd-big data, government-as-a-platform, transparency, crowd-funding, open data, or civic tech. Itfunding, open data, or civic tech. It’’s about people. Learning to s about people. Learning to
prioritize people and their needs will be a long slog. Itprioritize people and their needs will be a long slog. It ’’s the s the kind of change that happens slowly, one person at a time. But kind of change that happens slowly, one person at a time. But
we should start.we should start.””
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Government can work
for the people,
by the people,
in the 21st century,
if we make it so.
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Government can work
in the 21st century,
if we make it so.
`
Lesson #10: Start now
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“The best time to have planted a tree was 20 years ago.
The second best time is now.”-Chinese Proverb
