Healthcare.gov got this way not because of incompetence or sloppiness of an individual vendor, but because of a deeply engrained and malignant cancer that’s eating away at the federal government’s ability to provide effective online services. It’s a cancer that’s shut out the best and brightest minds from working on these problems, diminished competition for federal work, and landed us here — where you have half-billion dollar websites that don’t work.
That cancer is called “procurement” and it’s primarily a culture driven cancer one that tries to mitigate so much risk that it all but ensures it. It’s one that allowed for only a handful of companies like CGI Federal to not only build disasters like this, but to keep building more and more failures without any accountability to the ultimate client: us. Take a look at CGI’s website, and the industries they serve: financial services, oil and gas, public utilities, insurance. Have you had a positive user experience in any of those industries?
The cancer starts with fear. Contracting officers — people inside of the government in charge of selecting who gets to do what work — are afraid of their buys being contested by people who didn’t get selected. They’re also afraid of things going wrong down the line inside of a procurement, so they select vendors with a lot of “federal experience” to do the work. Over time, those vendors have been consolidated into pre-approved lists like GSA’s Alliant schedule. Then, for risk mitigation’s sake, they end up being the only ones allowed to compete for bids.This results in a culturally accepted idea that cost implies quality. To ensure no disasters happen, throw lots of money at it. And when things go terribly wrong, throw more money at the same people who caused the problem to fix the problem. While this assumption may work well with commodities (want to ensure that you get lots of high-quality gravel? Buy a lot more gravel than you need, then throw out the bad gravel) the evidence points to the contrary with large IT purchases: they usually fail.
On top of this culture of fear? 6,500 pages of regulation, cumbersome business registration processes, and hostile bidding environments ensure that very few new businesses can compete for contracts, and the ones that do end up becoming specialists in those regulatory burdens, not in doing the right thing.The truth is, the people inside of government would like nothing more than to have the best and brightest minds in the world working on Healthcare.gov. But the best they’ve got to choose from are 58 different companies. That’s *the* problem.
http://blog.dobt.co/post/63381111778/the-healthcare-gov-fiasco
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