In October 2013, HealthCare.gov went live—and promptly crashed. Poor website design was getting in the way of government operations, and the need for digital excellence in public institutions was suddenly crystal clear. Hundreds of the tech industry’s best and brightest dedicated themselves to redesigning the government’s industrial-era frameworks as fully digital systems. But to take Washington into the 21st century, we have to start by imagining a new kind of government.
Imagine prison systems that use digital technology to return nonviolent offenders promptly and securely into society. Imagine a veteran’s health care system built around delivering a personalized customer experience for every Vet. We now have the digital tools—such as cloud computing, mobile devices, and analytics—to stage a real transformation.
Delivering on Digital provides the handbook to make it happen. A leading authority on government reform, William D. Eggers knows how we can use tech-savvy teams, strong leadership, and innovative practices to reduce the risks and truly achieve a digitally transformed government.
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About the Author
Table of Contents
Part I The Digital Way of Thinking
Chapter 1 The Digital Mindset 22
Part II Hacking Bureaucracy
Chapter 2 Hacking Hiring and Training: Developing Digital Capacity 40
Chapter 3 Hacking Delivery: Design and Execution in the Digital Age 71
Chapter 4 Hacking Procurement: Building Better Avenues to Procure Digital Services 110
Chapter 5 Hacking the Silos: Horizontal Government 139
Chapter 6 The Dark Side of Hacking: Confronting the Cybersecurity Challenge 179
Part III Reimagining Government
Chapter 7 Digital Redesign: Imagining a New Future 214
About Deloitte 275
About the Author 289
What People are Saying About This
The revolution William Eggers chronicles and his prescription for digital transformation should matter to every public sector leaderand to all citizens.
Jennifer Pahlka, CEO and founder of Code for America and former Deputy US CTO
The wisdom in this book will be a welcomed tome for anyone who’s ever been mired in the antiquated, overly complex systems of the online services of today’s governments.
Mike Bracken, founder of UK’s Government Digital Service
William Eggers illustrates and envisions how digitization has already paved the way for an entirely new mindset and set of systems that enable government to serve citizens in new and better ways.
Peter Sims, founder and CEO Parliament, Inc. & author, Little Bets: How Breakthrough Ideas Emerge from Small Discoveries
In Delivering on Digital, William Eggers, one of the country’s leading experts on public management, provides critical insights that will help public officials bring government into a digital-centric world.
Stephen Goldsmith, author of The Responsive City and Daniel Paul Professor of the Practice of Government, Harvard University
The digital revolution that has reshaped our lives risks passing government by. Fortunately, William Eggersone of the country’s finest innovative mindsis here with a remedy. In an era awash in cynicism, Delivering on Digital is a hopeful book that offers real solutions.
Daniel H. Pink, author of Drive and To Sell Is Human
William Eggers understands the creative force and problem-solving mentality of hackers and how such innovative mindsets can be the catalysts for digital transformation in government.
Karen S. Evans, National Director, U.S. Cyber Challenge and former Administrator for E-government and Information Technology, Executive Office of the President