How Over-Customization Kills Government Technology
Taxpayers do not exist to prop up a bloated, inefficient and self-serving bureaucracy.
Yesterday Scott Burns, the CEO and founder of GovDelivery (disclaimer: not an endorsement) published "The Elephant in the Room...Is Government the Worst Possible Customer?" on LinkedIn.
As someone who has worked for the government for more than a dozen years, and who frequently helps define requirements for government IT projects, I was interested to hear a vendor's idea of the things that are taboo to say.
His list of reasons why venture capitalists shy away from government as a customer include: 1) excessive customization requirements; 2) excessively cost-based decision-making; and 3) excessive paperwork.
Overall I agree with Burns' assessment, and hope that the next administration will take on the challenges he outlines. It will not be an easy undertaking, for the following reasons:
- Excessive customization requirements are a mask for self-interest. Frankly, many departments, functions, and jobs are outdated and even superfluous. Commitment to a true commercial-off-the-shelf IT solution, together with the adoption of private-sector best practices, makes that obvious.
- Excessive cost-based decision making is a mask for self-interest. The government has a notoriously high IT project failure rate for many reasons, chief among which is the ignorance and risk-aversion of those writing contract requirements. If you know your stuff, you aren't afraid to specify what a quality solution is. If you don't, you can always defend your decision by saying it was the cheapest. In the end, such thinking is always just the opposite—a costly mistake.
- Excessive paperwork is a mask for self-interest. Government contracting is currently a nightmarish field of endeavor. I have known some outstanding professionals who work in this area and all of them were unusually well-schooled in the law and also unusually thick-skinned when it came to dealing with the sharks inside and outside the agency who relentlessly pursued their own agenda and financial self-interest regardless of whether it benefited the agency's mission.
In my view, it is unnecessary to implore individual government professionals to solve these problems. Rather, we have to take a sledgehammer to the structural incentives that enable them to persist.
Regardless of who we work for, I think most people can agree on the very basic idea that government exists to serve the taxpayer. The taxpayers do not exist to prop up a bloated, inefficient and self-serving bureaucracy.
Copyright 2016 by Dannielle Blumenthal. All opinions are the author's own and do not necessarily represent the views of her employer or any other organization or entity.
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