Fireside chat with Sarah Brooks and Jen Pahlka

Key Insights

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  Civic Tech work is not just implementation; it must influence policymaking for real impact.

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  The Boston school selection project revealed how policy assumptions (e.g., walking distance) need revising based on implementation feedback.

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  Traditional government projects often lack timely feedback loops between policy writers and implementers, leading to failures.

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  Healthcare.gov’s failure catalyzed the creation of the U.S. Digital Service and a new model focused on agile, collaborative development.

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  Long-term embedding of designers and technologists in government enables deeper learning and more effective change.

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  Many career public servants do user research unofficially but need permission and training to do it effectively.

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  Low trust in government systems causes users, such as doctors interacting with CMS portals, to feel frustrated and opt out.

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  Successful Civic Tech requires partnerships that blend technology, policy, and frontline user understanding.

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  Private sector frameworks like Customer Experience (CX) may not fully apply to public services without adaptation.

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  Community support and strong relationships are essential for sustaining Civic Tech efforts within challenging government environments.

Notable Quotes