Government has more customers than anyone. Hundreds of millions of people rely on its services every day – with zero room for error. Public servants get little recognition for doing their work well, but find themselves on the front page if they make a mistake. As a result, changing a process that works – even if it’s inefficient, anachronistic or opaque – is a hard case to make.
Allowing underperforming systems to remain is the biggest risk a program can take. Simple and focused implementations using commercially available products are the smartest, safest way to make big improvements fast, safely and cost-effectively.