Is user-centred digital government unstoppable? At one level the answer must be yes, we live in an increasingly digital environment and government is not and cannot be immune to that. Digital is well on the way to just being the substrate for how things get done. But just as twentieth century governments could be good at managing paper without necessarily being good at using it to communicate clearly and efficiently, so doing things digitally does not immediately imply doing them well. This post argues the positive case, that we are beyond the tipping point where ideas about rapid, responsive service design have a sufficient life – and strength – of their own to transcend the vagaries of individual leaders and services.
Tom Steinberg – Medium