I believe it’s every government employee’s job to make great products and services. Details vary, but in the end, I think it’s all the same, whether it’s a government hospital, processing benefits, or national security.
I try as much as possible to emulate tech start-ups, but Apple most of all, in my development of government products and services.1 I can sum up those lessons in two words: Integrate, and Iterate.
Integrate. This speaks to the internal process. The only way you can control quality of output is if you control for quality of input. You have to have control of the people, technology, and money that go into your product. Because if one of them fails, the product fails. If you can’t have control over something that your project needs, be very careful about relying on it, and be sure to have a backup plan in the event that “dependency” fails.
Iterate.2 The original iPhone did not have an App Store. It did not even have copy and paste. But it was better then the rest of the market, and in the following years it got even better. Take the same approach. Produce something that is better than the rest, but do not attempt to make it perfect. You can’t. Make it better than what is available, release it, then iterate, iterate, iterate. Apple keeps releasing new versions of everything, every year. Why shouldn’t you?
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