In its latest effort to “improve the value delivered to citizens through Federal IT,” the White House has launched the U.S. Digital Service.
Described as a “small team made up of our country’s brightest digital talent,” the service will work to improve the digital experience for citizens and companies interacting with the government. Mikey Dickerson, who was an integral part of the team that helped revamp HealthCare.gov, will serve as the Administrator of the U.S. Digital Service and Deputy Federal Chief Information Officer.
In its announcement, the White House stated, “The Digital Service will work to find solutions to management challenges that can prevent progress in IT delivery. To do this, we will build a team of more than just a group of tech experts – Digital Service hires will have talent and expertise in a variety of disciplines, including procurement, human resources, and finance. The Digital Service team will take private and public-sector best practices and help scale them across agencies – always with a focus on the customer experience in mind.”
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To help the Digital Service achieve its mission, the Administration released the initial version of a Digital Services Playbook that lays out best practices for building effective digital services such as web and mobile applications. The Playbook will serve as a guide for agencies across government. To increase the success of government digital service projects, this playbook outlines 13 key “plays” drawn from private and public-sector best practices that, if followed together, will help federal agencies deliver services that work well for users and require less time and money to develop and operate.
It is perhaps worth noting that the White House announcement was titled Delivering a Customer-Focused Government Through Smarter IT. While we all want a more responsive government, do we really want our government to think of us as customers rather than citizens? After all, citizens have rights. On the other hand, customers have wallets and can go elsewhere. Hmmm.