Opinion by Jennifer Pahlka: Big-ticket purchases of hardware and software haven’t paid off. Instead, as New Jersey’s exceptional performance suggests, smart digital investments must start with people.
I have criticized agencies for ceding responsibility to vendors. But they are frequently too short-staffed, and staffed with the wrong competencies, to do much else. Project proposals can run thousands of pages and take years to put together. The effort and expertise needed to manage such complex contracting processes absorb most of the state’s available head count.
One of the secrets to the state’s success is a team of in-house experts: the New Jersey Office of Innovation. This was established in 2018 by Beth Noveck, one of my predecessors as U.S. deputy chief technology officer. Its mission is to improve residents’ lives by partnering with state departments. Instead of PhDs in government contracting, staff members have the skills that make applications easy to use: design, engineering and user research.
To be clear, New Jersey’s success started with great leadership. In the eye of the pandemic storm, Labor Commissioner Robert Asaro-Angelo showed up for dozens of meetings few of his peers would have attended. He was there to speed decision-making, remove roadblocks and back his team.
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