Town Hall Seattle Civics Series

These days, it feels like customer service has been nearly all digitized. While confusion over ticket orders and lost packages can be frustrating, one space where it feels necessary for technology to hit the mark is health and wellness care. While online services and rapidly evolving technology should be making this process more fluid, moments like the crash of Healthcare.gov in 2013, as well as the shaky and muddled attempt for online services to provide benefits during COVID, call the effectiveness of this technology into question. But what is the reason for such outdated and inefficient systems when it comes to providing vital aid for people? Former deputy chief technology officer, Jennifer Pahlka, responds to this query in her new book Re-coding America: Why Government Is Failing in the Digital Age and How We Can Do Better. Pahlka argues that the government is stuck in an industrial-era culture, in which lofty goals set by the elite will often take years to be fully set in place. As time passes, the techn