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Kudos to Obama for his U.S. Digital Service and recognizing how to innovate

The opportunity to work on the most important problems in the country is what the USDS is all about. Coming with any other agenda will get you nowhere.

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digital services

What is the U.S. Digital Service?

I’m convinced that not all improvement and innovation comes from within the walls of government. A good portion of it comes from outside: At the grassroots level by individuals who can make the most impact. People like you and me.

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The fact of the matter is, the need for effective government services is rising, while confidence in the government’s ability to deliver the same is dropping. Our current reality is that most day-to-day interactions with government agencies are powered by digital systems. Now we can dress the concept up any way we want and make it look impressive but all too often, Federal IT projects run over budget, arrive late or stall coming out of the blocks. And who gets hit hardest? Working class Americans that need these same services. To its credit, the US government knows a flat tire when it sees one.

Welcome to the digital age

Every day, millions of people interact with the American government. It could be something simple like applying for a passport or filing a tax return. Or perhaps it’s something more complex like applying for Social Security benefits or a small business loan. It might even be something life-encompassing like searching for affordable health insurance or financial aid. The list goes on and on. The thing is, all too often, these interactions can be frustrating and cumbersome because of outdated tools and unreliable systems. The government is ready for a change.

The United States Digital Service is transforming how the federal government works for the American people and that time is now. U.S. Digital Service teams are taking on the stuff that matters: From benefits for Veterans and the health insurance marketplace to student loans, electronic health records, tools to combat human trafficking, and much more.

A textbook example

According to a press release from Whitehouse.gov, no single case exemplified all the challenges and opportunities that needed confronting than HealthCare.gov. Here was a site that would service millions of Americans. This highly public IT project made way for important changes to the way the Federal Government builds its technology and services. A digital team was able to improve the site with a radical new operating model, showing the potential for better processes to have a positive impact if adopted across the government. The confluence of attention on HealthCare.gov and a growing interest in the role of innovation, technology, and design have offered unprecedented opportunity, energy, and direction.

Making progress

By its own accord, the U.S. Digital Service is using the best of product design and engineering practices to transform the way government works for the American people. Teams of problem solvers making government services simple, effective, and efficient.

In every corner of government, passionate and talented tech professionals who are dedicated to public service are joining together to make digital communication with the government more accessible.

#USDigitalService

Nearly three decades living and working all over the world as a radio and television broadcast journalist in the United States Air Force, Staff Writer, Gary Picariello is now retired from the military and is focused on his writing career.

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2 Comments

2 Comments

  1. SwissTechie

    March 17, 2016 at 3:36 pm

    So, how can Americans living overseas communicate with the U.S. government to feel less unrepresented?

    • Lani Rosales

      March 17, 2016 at 9:40 pm

      Interesting question – can you add some context so we can attempt to offer an answer? 🙂

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Tech News

Chatbots: Are they still useful, or ready to be retired?

(TECH NEWS) Chatbots have proven themselves to be equally problematic as they are helpful – is it time to let them go the way of the floppy disk?

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Man texting chatbots leaning against a brick wall.

All chatbots must die. I’d like to say it was fun while it lasted, but was it really?

I understand the appeal, truly. It’s a well established 21st century business mantra for all the side hustlers and serial entrepreneurs out there: “Automation is the key to scaling.” If we can save time, labor, and therefore money by automating systems, that means we have more time to build our brands and sell our goods and services.

Automation makes sense in many ways, but not all automation tools were created equal. While many tools for automation are extremely effective and useful, chatbots have been problematic from the start. Tools for email marketing, social media, internal team communication, and project management are a few examples of automation that have helped many a startup or other small business kick things into high gear quickly, so that they can spend time wooing clients and raising capital. They definitely have their place in the world of business.

However promising or intriguing chatbots seemed when they were shiny and new, they have lost their luster. If we have seen any life lesson in 2020, it is that humans are uniquely adept at finding ways to make a mess of things.

The artificial intelligence of most chatbots has to be loaded, over time, into the system, by humans. We try to come up with every possible customer-business interaction to respond to with the aim of being helpful. However, language is dynamic, interactive, with near infinite combinations, not to mention dialects, misspellings, and slang.

It would take an unrealistic amount of time to be able to program a chatbot to compute, much less reply to, all possible interactions. If you don’t believe me, consider your voice-activated phone bot or autocorrect spelling. It doesn’t take a whole lot to run those trains off the rails, at least temporarily. There will always be someone trying to confuse the bots, to get a terse, funny, or nonsensical answer, too.

Chatbots can work well when you are asking straightforward questions about a single topic. Even then, they can fall short. A report by AI Multiple showed that some chatbots were manipulated into expressing agreement with racist, violent, or unpatriotic (to China, where they were created) ideas. Others, like CNN and WSJ, had problems helping people unsubscribe from their messages.

Funny, shocking, or simply unhelpful answers abound in the world of chatbot fails. People are bound to make it messy, either accidentally or on purpose.

In general, it feels like the time has come to put chatbots out to pasture. Here are some helpful questions from azumbrunnen.me to help you decide when it’s worth keeping yours.

  1. Is the case simple enough to work on chatbot? Chatbots are good with direct and short statements and requests, generally. However, considering that Comcast’s research shows at least 1,700 ways to say “I want to pay my bill,” according to Netomi, the definition of “simple enough” is not so simple.
  2. Is your Natural Language Processor capable and sophisticated enough? Pre-scripted chatbots are often the ones to fail more quickly than chatbots built with an NLP. It will take a solid NLP to deal with the intricacies of conversational human language.
  3. Are your users in chat based environments? If so, then it could be useful, as you are meeting your customers where they are. Otherwise, if chatbots pop up whenever someone visits your website or Facebook page, it can really stress them out or turn them off.

I personally treat most chatbots like moles in a digital whack-a-mole game. The race is on to close every popup as quickly as possible, including chatbots. I understand that from time to time, in certain, clearly defined and specific scenarios, having a chatbot field the first few questions can help direct the customer to the correct person to resolve their problems or direct them to FAQs.

They are difficult to program within the expansiveness of the human mind and human language, though, and a lot of people find them terribly annoying. It’s time to move on.

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Get all your digital organization in one place with Routine

(TECH NEWS) Routine makes note-taking and task-creating a lot easier by merging all your common processes into one productivity tool.

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A desk with a laptop, notepad, smartphone, and cup of coffee settled into an organized routine.

Your inbox can either be your best friend or your worst enemy. Without organization, important emails with tasks, notes, and meetings can become a trash pile pretty quickly. Luckily, there are a lot of tools that aim to help you improve your efficiency, and the latest to add to that list is Routine.

Routine is a productivity app that combines your tasks, notes, and calendar into one easy-to-use app so you can increase your performance. Instead of having to switch between different apps to jot down important information, create to-do lists, and glance at your calendar, Routine marries them all into one cool productivity tool. By simply using a keyboard shortcut, you can do all these things.

If you receive an email that contains an actionable item, you can convert that email into a task you can view later. Tasks are all saved in your inbox, and you can even schedule a task for a specific day. So, if Obi-Wan wants to have Jedi lessons on Thursday, you can schedule your Force task for that day. Likewise, chat messages that need follow-up can also be converted into tasks and be scheduled.

To enrich your tasks, notes can be attached to them. In your notes, you can also embed checkboxes, which are tasks of their own. And if you have tasks that aren’t coming from your inbox, you can import them from other services, such as Gmail, Notion, and Trello.

To make sure you can stay focused on the events and tasks at hand, Routine makes it easy to take everything in. By using the tool’s keyboard-controlled console, you can access your dashboard to quickly see what tasks need to be addressed, what’s on your calendar, and even join an upcoming Zoom session and take notes about the meeting.

Routine is available for macOS, iOS, web, and Google accounts only. Overall, the app centralizes notes and tasks by letting you create and view everything in one place, which helps make sure you stay on top of things. Currently, Routine is still in beta, but you can get on a waitlist to test the product out for yourself.

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Tech News

The paradox of CAPTCHAs: Too smart for humans vs AI?

(TECH NEWS) AI is catching up to our cybersecurity technology and often tricking humans too — so what’s next for CAPTCHAs and the internet?

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Person using phone with laptop to verify CAPTCHAs and code.

We’ve all encountered it before: The occasional robot test that feels impossible to beat. If you’ve felt like these tests, also known as CAPTCHAs, have gotten harder in the last couple of years, you aren’t wrong—and the reason is as ironic as it is baffling.

Simply put, AI are just as good as—and often better than—humans at completing CAPTCHAs in their classic format. As machine learning and AI become more advanced, the fundamental human attributes that make consistent CAPTCHA formats possible become less impactful, raising the question of how to determine the difference between AI and humans in the future.

The biggest barrier to universal CAPTCHA doctrine is purely cultural. Humans may share experiences across the board, but such experiences are typically basic enough to fall victim to the same machine learning which has rendered lower-level CAPTCHAs moot. Adding a cultural component to CAPTCHAs could prevent AI from bypassing them, but it also might prevent some humans from understanding the objective.

Therein lies the root of the CAPTCHA paradox. Humans are far more diverse than any one test can possibly account for, and what they do have in common is also shared by—you guessed it—AI. To create a truly AI-proof test would be to alienate a notable portion of human users by virtue of lived experience. The irony is palpable, but one can only imagine the sheer frustration developers are going through in attempting to address this problem.

But all isn’t lost. While litmus tests such as determining the number of traffic cones in a plaza or checking off squares with bicycles (but not unicycles, you fool) may be beatable by machines, some experts posit that “human entropy” is almost impossible to mimic—and, thus, a viable solution to the CAPTCHA paradox.

“A real human being doesn’t have very good control over their own motor functions, and so they can’t move the mouse the same way more than once over multiple interactions,” says Shuman Ghosemajumder, a former click fraud expert from Google. While AI could attempt to feign this same level of “entropy”, the odds of a successful attempt appear low.

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