If you wanted to be a Grinch, you’d note that four lousy tests won’t make a dent in what we really need to be safe during a pandemic. But at least this time around, we can’t blame the website.
But these days, a relatively new government unit, the United States Digital Service, is in place. Its new administrator,, actually served on the small team that rescued healthcare.gov for Obama. That site's meltdown—it typically crashed before a user could even do anything—exposed a long history of government haplessness. Locked into antediluvian IT protocols and a contracting system void of accountability, government tech’s default was usually failure.
The first lesson was applied even before the program was officially underway. At one time, a presidential announcement like that would have caused a mad scramble in the agencies involved. But hard and bloody experience has changed the way the executive branch works. This time, even before Biden made his public promise, the people charged with actually building the site had, as Hsiang says, “a seat at the table” and were able to shape expectations from the beginning.
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