All right, let me tell you about the
most expensive PowerPoint I've ever
seen. An agency spends 18 months
crafting requirements for a case
management system. I'm talking beautiful
flowcharts, system integration diagrams,
performance benchmarks that would make a
tech company jealous. They were so proud
of this document. However, fast forward
6 months post implementation.
Turns out their case workers, you know,
the people processing benefits for
veterans and families who are
desperately needing help, are still
printing out cases and working from
paper because the digital workflow is
slower than their old process. Think
about that. We spent taxpayer dollars to
make it harder for people who help other
taxpayers. The veterans waiting for
their claims, they are funding this inefficiency.
inefficiency.
The families needing assistance, their
tax dollars bought a system that
actually slows down the help that they
need. But here's what really gets me.
This wasn't malicious. Nobody woke up
thinking, "Let's waste money and
frustrate veterans." They just never
asked the case workers how they actually
process cases. Never watch someone try
to navigate between seven different
screens to do what used to be one paper
form. Remember our video friend who
started listening to the end users?
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