> Key to the GDS’ approach is designing for user needs, not organizational requirements, Terrett says. “That is how good digital services designed and built these days. That is how everyone does it, whether that’s google or facebook or British Airways or whoever.”
> The problem is that public sector agencies tend not to design with citizens in mind. “Things are just designed to suit the very silos that the project sits in, and the user gets lost in there,” Terrett adds.
Amen. Unfortunately, it is very much not how everyone does it.
The Iron Law of Bureaucracy: In any bureaucracy, the people devoted to the benefit of the bureaucracy itself always get in control and those dedicated to the goals the bureaucracy is supposed to accomplish have less and less influence, and sometimes are eliminated entirely.
> The problem is that public sector agencies tend not to design with citizens in mind. “Things are just designed to suit the very silos that the project sits in, and the user gets lost in there,” Terrett adds.
Amen. Unfortunately, it is very much not how everyone does it.