Today, too many of our digital services projects do not work well, are delivered late, or are over budget. To increase the success rate of these projects, the U.S. Government needs a new approach. We created a playbook of 13 key ‘plays’ drawn from successful best practices from the private sector and government that, if followed together, will help government build effective government services.Those 13 ‘plays’ include:
1. Understand what people need.
2. Address the whole experience, from start to finish.
3. Make it simple and intuitive.
4. Build the service using agile and iterative practices.
5. Structure budgets and contracts to support delivery.
6. Assign one leader and hold that person accountable.
7. Bring in experienced teams.
8. Choose a modern technology stack.
9. Deploy in a flexible hosting environment.
10. Automate testing and deployments.
11. Manage security and privacy through reusable practices.
12. Use data to drive decisions.
13. Default to open.Dickerson is widely credited with helping transform Healthcare.gov from a barely-functioning mess of a website to something capable of servicing millions of people, and these 13 "plays" presumably encapsulate much of what he learned while toiling away at that project. (The Playbook website goes into each of the 13 in more depth, complete with do-it-yourself checklists.)
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