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End Users 3

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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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YouTube Transcript:End Users 3

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YouTube Transcript:
End Users 3