The 13 principles in the U.S. CIO's Digital Services Playbook are applicable for everyone.
Whenever I hear someone say that “government should be run like a business,” my first reaction is “do you know how badly most businesses are run?” Seriously. I do not want my government to run like a business — whether it’s like the local restaurants that pop up and die like wildflowers, or megacorporations that sell broken products, whether financial, automotive, or otherwise.
If you read some elements of the press, it’s easy to think that healthcare.gov is the first time that a website failed. And it’s easy to forget that a large non-government website was failing, in surprisingly similar ways, at roughly the same time. I’m talking about the Common App site, the site high school seniors use to apply to most colleges in the US. There were problems with pasting in essays, problems with accepting payments, problems with the app mysteriously hanging for hours, and more.
More Lessons from the Collapse of healthcare.gov
Last week, I wrote in some detail about some of the specifics of how the Federal healthcare portal seems to have violated basic principles of good software delivery. Now I want to talk a bit about the more general factor that I think led to all those cut corners and shoddy deliverables.
One of the oldest and shortest jokes in the computer industry is “Time. Money. Features. Pick any two.” To some extent, you can swap quality out for features, because poorly delivered functionality is essentially non-existent functionality. In almost all commercial software projects, time and money both end up being the parts that give in the end. In other words, the original feature set almost never gets cut, but the project goes over budget and delivers late.