Despite years of investments worth billions of dollars, government has not seen the kind of radical results it expected from technology. A key reason why: States and localities first need to fix their capacity problem.
Agencies’ tendency to add more rules (and thus work) every time something bad happens prevents child protection workers from doing everything they can to keep kids safe.
Above all else, citizens want results. When they don’t get them, they morph into selfish people.
In the public sector, great customer service is nice. But there's something else that matters more.
Government is going Lean these days, and it should go without technology, at least for now.