Forward Thinking Delivering services to the public—digitally—with Jennifer Pahlka
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Jun 11, 2024 
Jennifer Pahlka, founder of Code for America and former US deputy chief technology officer, discusses how digital transformation can reshape government services. She shares insights from her experiences in government, emphasizing the importance of user-centered design to enhance accessibility. Pahlka highlights the challenges of navigating equity in digital services and advocates for a product management mindset in public organizations. She also explores the role of AI in improving service delivery and the critical need to bridge the gap between policy and implementation.
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Boston Schools Walk-Zone Website
- Code for America built a simple website for Boston schools, allowing parents to find walk-zone schools.
- This user-centered design took weeks and cost little, contrasting with the typical multi-year, multi-million dollar government procurement process.
Rising Expectations in Public Sector Tech
- Public sector tech expectations are rising due to user-friendly consumer tech experiences.
- People expect intuitive government services, similar to private sector apps.
User-Centered Design vs. Government Process
- User-centered design involves iterative development with constant user feedback, starting small and adding features.
- Government processes often involve extensive upfront requirements gathering, leading to complex, unusable "concrete boats."
