Dave Guarino @allafarce Twitter profile

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Dave Guarino

2 years

Okay, I've *finally* sent out a newsletter. I'm trying out Substack. Let's see if it works. In this one: - Personal updates - A theory of 3 constraints in tech services - Medi-Cal friction mapping

Dave's Occasional Newsletter #2 (Updates! A theory of constraints! Medi-Cal!)

A theory of 3 constraints in services, some personal updates, and a little friction map/spelunk of Medicaid renewals from radio ad to web form

daveguarino.substack.com

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Dave Guarino

@allafarce

1 year

Me, the Californian, on a thread with New Yorkers talking about scheduling dinner and someone says "8:30 is great!"

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Dave Guarino

@allafarce

5 years

Hertz has sued Accenture for failing to deliver on a $32 million "digital transformation" project. Follow along as we read the lawsuit's details...

Accenture sued over website redesign so bad it Hertz: Car hire biz demands $32m+ for 'defective'...

Rental firm fuming after consultancy 'never delivered a functional site or mobile app'

www.theregister.com

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Dave Guarino

@allafarce

8 years

I'm calling for a total and complete shutdown of new JavaScript frameworks until we can figure out what the hell is going on.

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Dave Guarino

@allafarce

1 year

@datamattsson No but I've been to Argentina and almost died

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Dave Guarino

@allafarce

1 year

You could write a whole book starting with this screenshot.

Alexis

@alexiscollado

1 year

best UX

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Dave Guarino

@allafarce

7 years

I'm an engineer at heart, which means my eyes are rarely pointed up towards the clouds. I'm usually looking down at the pothole in front of me. But in my biggest, broadest vision, 5-10 years from now, building tech for the State of California would carry the prestige of Google.

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Dave Guarino

@allafarce

1 year

These words from @matt_levine struck me. And is compelling me to write about structures and (the specifics of) complex systems more.

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Dave Guarino

@allafarce

7 months

WHOA! NYC reports it has almost completely eliminated its (VERY LARGE) backlog for SNAP (food stamps) and cash aid! And they did it by... reducing administrative burden! Namely, they are waiving the 6-month report!!

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Dave Guarino

@allafarce

9 years

This is the user experience if you're homeless and applying for food stamps in California. http://t.co/BWXMVIIfB2

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Dave Guarino

@allafarce

3 years

Them: "Why can't we just have a short web form where people could learn all the benefits they're eligible for?" Me:

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Dave Guarino

@allafarce

5 years

If I were Hertz—or trying to learn from their experience—I'd take away a few lessons: 1. Build (don't buy) digital capabilities if you can 2. If not, at least build a product ownership capability 3. Insist on phased delivery: really-deployed websites used by real end users ...

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Dave Guarino

@allafarce

9 years

Truly giving a shit is a pretty big competitive advantage.

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Dave Guarino

@allafarce

7 years

A plea to Oakland leadership: This is a soft story building Oakland has 22,000 such units, and no retrofit mandate

teleSUR TV

@teleSURtv

7 years

#ENVIDEO | Fuertes movimientos de edificios se registraron durante el terremoto de magnitud 7.1 #TerremotoMx

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Dave Guarino

@allafarce

6 years

Okay I'm going to go on a bit of a rant about complexity in public policy. Working on SNAP (food stamps) for a number of years now I've seen just how complex this program is, but also how that complexity creates significant costs to the people whose lives it seeks to improve.

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Dave Guarino

@allafarce

5 years

Hertz saw they did not have the internal capabilities in tech and digital experience, so they went to a vendor. But they also made that vendor the "product owner". Seems like a pretty critical misstep. If you build ONE internal capability, product ownership is a good one.

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Dave Guarino

@allafarce

6 years

I will confess that I get frustrated when I hear complaints about potential bias in AI algorithms in a domain where no one has measured the systemic bias baseline actively harming people today. We can have more productive conversations on these things.

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Dave Guarino

@allafarce

5 years

This is another good point: people constantly complain about large govt IT projects that go in this way, but my experience is that this is really about "large and long-lived organizations" across sectors. Govt just happens to be at scale and long-lived.

Alex Russell

@slightlylate

5 years

@allafarce On the upside, I'll be using this document the next time someone asserts the private sector is more efficient.

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Dave Guarino

@allafarce

4 months

I got a phone-sized e-ink reader and really like it. I call it my Methadone Phone.

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Dave Guarino

@allafarce

5 years

Here's what I want: I want our elected officials — each of them — to do an online screenshare where they go through the process of applying for the public benefits they're recommending people go to. Too many are linking people to incredibly-heavy (if not locked) front doors.

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Dave Guarino

@allafarce

5 years

Hrm, okay, yeah I don't know what to say here. If Accenture built a smartphone-responsive and desktop-responsive site, then wanted hundreds of thousands more dollars for a TABLET-responsive layout, "world class" may not the best label for their capabilities.

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Dave Guarino

@allafarce

2 years

With the #earthquake , maybe now is a good time to talk about soft story buildings—you know, the ones that have a tendency to... fall in on their first floor in an earthquake? The bigger Bay Area cities required these to be retrofitted. But MANY cities have NOT! Let's look...

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Dave Guarino

@allafarce

8 years

1/ If you're in tech and want to do some good with the skill-set that you're paid a lot to use, here are a few things I've learned:

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Dave Guarino

@allafarce

5 years

This right here my friends. If you're worried you can't hire top talent, think more deeply about what that means about the scope of work you'd be giving them in a "digital transformation" project.

Jeremy Bowers

@jeremybowers

5 years

@allafarce You can hire and build a hell of a tech team with $32 million.

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Dave Guarino

@allafarce

7 years

What would it feel like to leave your vim terminal for the night knowing that someone in Salinas was going home not dehydrated for the first time in a while because of code you shipped? This is the actual, tangible impact of public sector technology.

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Dave Guarino

@allafarce

7 years

Did I maybe get a cake made with a picture of a paper form we replaced with a great digital service? Of course I did. Eat the barriers.

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Dave Guarino

@allafarce

6 years

I want to think out loud a little bit about a concept that has been stuck in my head for the past few months: "Rationing by friction" the (sometimes unintentional, sometimes malicious) phenomenon of restricting access to govt services by way of process & paperwork requirements

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Dave Guarino

@allafarce

2 years

A bit of personal news: in May, I joined the Dept of Labor's new Office of UI Modernization, supporting efforts on technology modernization and customer experience in the unemployment insurance system. (This remains a personal account; views here remain my own.)

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Dave Guarino

@allafarce

9 years

Look, here's the secret no one tells you: That enterprise thing, the $100m one - it's duct tape too. They just bid with straight faces.

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Dave Guarino

@allafarce

3 years

OH MY GOD SOMEONE FINALLY TALKED ABOUT PROCEDURAL DENIALS

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Dave Guarino

@allafarce

5 years

Weekend experimentation: Maps on Kindle Paperwhite v0.01 (Goal: ditch the smartphone, but keep map capabilities when wandering a city) Tiles = Stamen Toner cc @michalmigurski @burritojustice

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Dave Guarino

@allafarce

5 years

What's an alternative Hertz could have chosen? A phased approach, slowly changing over parts of the customer experience and getting feedback as they went. Start with the simplest transactions, and for users not doing those, just send them to the (still live) old system.

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Dave Guarino

@allafarce

7 years

"I work on Google Maps. I'm on the computer vision side, parsing street view for structured information like restaurant signs, density, yada yada. You?" "I'm in eng at the Child Welfare Digital Service, right now focused on an onboarding overhaul for foster parents" "Holy crap"

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Dave Guarino

@allafarce

6 years

A friend just sent me a note that payday loans have *early* payment fees. Remember: being poor is expensive in ways that sometimes seem to defy reason for those with access to more mainstream financing options.

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Dave Guarino

@allafarce

4 years

If Robinhood’s goal had been to foster wealth creation and shift capital gains to the hands of everyday people, they would have designed an experience where the big dopamine hits were from regular contributions to index funds. This was about monetizing gambling impulses.

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Dave Guarino

@allafarce

6 years

Some news: after 6 years at Code for America—and 5 years since starting what has become GetCalFresh—I'll be departing come mid-February. What started with just an idea, duct tape, and lots of coffee in 2014 has today assisted close to 300,000 SNAP applications across California.

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Dave Guarino

@allafarce

2 years

A SNAP participant: "You would think they would adjust for the out of control inflation and food prices. I’m in Florida and it’s insane how much they’ve cut assistance. It’s almost not worth the hoops you jump through to apply only to sit in a never ending loop of uncertainty."

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Dave Guarino

@allafarce

6 years

Making government work well is a matter of social justice because when government does not work, the pain felt is not equally distributed. It can be tempting to throw up one’s hands. Please don’t. Many can’t.

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Dave Guarino

@allafarce

5 years

The #1 reason to make your government web service user-friendly is because it's what is just. The #2 reason is because if people can't figure it out they're going to call you, and you don't have enough staff for that.

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Dave Guarino

@allafarce

2 years

. @matt_levine 's "Money Stuff" was, truly, a thing of beauty. Every paragraph was like its own Nopa small plate delicacy, delicious on its own yet sublime when combined. It is well worth your time to read. A few bits I particularly adored:

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Dave Guarino

@allafarce

6 years

Never doubt that a group of weirdos with an over-commitment to the absurd and quixotic can make San Francisco a great city: indeed, it’s the only thing that ever has. #TotalMuni2018

Peter Hartlaub

@peterhartlaub

6 years

In case someone ever tells you San Francisco is no longer a great city. A guy on a bike named Dave just pulled up to our rickshaw and handed us coffee. #TotalMuni2018 (Thanks @allafarce )

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Dave Guarino

@allafarce

7 years

And I don’t intend to be shallow with a measure like prestige: but the wins to be realized serving 40 million users with an explicit mandate to improve their lives would almost certainly blow ad improvements out of the water.

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Dave Guarino

@allafarce

1 year

The complexity of SNAP calculations, step by step (source: )

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Dave Guarino

@allafarce

3 years

Yesterday the President issued an executive order on "Transforming Federal Customer Experience and Service Delivery" If you follow me, you probably know I yell into the ether a lot about this stuff (especially food stamps) Let's read the details:

Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust...

By the authority vested in me as President by the Constitution and the laws of the United States of America, it is hereby ordered as follows: Section

www.whitehouse.gov

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Dave Guarino

@allafarce

7 years

I'm fascinated by software engineers who come off as allergic to things being a mess. The world is a mess, and modeling it well is messy.

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Dave Guarino

@allafarce

6 years

I just ran the numbers on our CalFresh application assistance during Spring over the past few years. - In 2015, we were assisting about 20 apps a month - In 2016, ~200 per month - In 2017, ~2,000 per month Today, we assist about 15,000 applications per month across 33 counties.

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Dave Guarino

@allafarce

3 years

Calling people "resources" never fails to evoke a strong negative reaction from me.

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Dave Guarino

@allafarce

6 years

"The Org Chart is Upside Down" ( @alanjosephwilli , 2015) (I still love this one so, so much.)

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Dave Guarino

@allafarce

3 years

These are the first 3 screens of the mobile app for applying for public benefits in one place in our country. I will say the tone of this experience speaks for itself.

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Dave Guarino

@allafarce

1 year

Wow, what a data point: "85 percent of all Oregonians who are NOT registered [to vote] ARE enrolled in Medicaid, a program that serves people living near or below the federal poverty line" This is *exactly* the kind of "in-reach" target you should look for to increase take-up.

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Dave Guarino

@allafarce

5 years

Good morning #earthquake Twitter! Now is a good time to remind everyone that so-called "soft story" apartment tenants around the Bay are at risk of their building collapsing or becoming red tagged in a large earthquake. Cities are not acting fast enough.

Bay Area falling behind on quake safety despite booming tech economy

www.latimes.com

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Dave Guarino

@allafarce

5 years

Boris Johnson using search keywords in an interview to throw off other news results. To be honest, those not seeing these games or savvy enough to strategize in them are going to be in a world of pain over the next decade.

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Dave Guarino

@allafarce

2 years

Excited about this write-up about our team's work @USDOL on doing plain language re-writes of unemployment insurance (UI) notices. There's lots to think about in the bucket of "technology modernization," but high leverage value exists in text changes.

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Dave Guarino

@allafarce

3 years

I don’t really know what to say. Andrew, one of the truly kindest people I ever met. Generous, not cynical. GetCalFresh would never have happened without him. “Feed the people” he said 1,000 times — and he did. Please donate if you can. I love you bud

Support for Adrienne, Leon and Rey Hyder, organized by Aubrey Aquino

It is with a broken heart, I regret to announce that our family has had to sudd… Aubrey Aquino needs your support for Support for Adrienne, Leon and Rey Hyder

www.gofundme.com

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Dave Guarino

@allafarce

5 years

Accenture committed to a "go-live" date with Hertz. A functional web site or mobile app was never delivered. Let me argue this is both parties' mistake: if you're building up to a massive go-live ("Big Bang launch") for 100% of users, this outcome becomes far more likely.

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Dave Guarino

@allafarce

2 years

And:

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Dave Guarino

@allafarce

5 years

If you/someone you know in California is being affected by #COVID19 & struggling with getting: - Unemployment (reduced hours; lay-off) - Paid family leave (if you have to stay home to care for someone) - Short-term disability (if you get sick) You can send them my way for help.

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Dave Guarino

@allafarce

9 years

Hypothesis: elite universities select for deep failure-aversion; grads therefore choose known problem domains over ones w/ uncertainty 1/n

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Dave Guarino

@allafarce

3 years

Is this Omicron wave hitting anyone else a little bit harder in the head (and the heart)? I'm under no pretense that I have it anywhere near the top of "hard" here, but for some reason I'm really struggling. I hope you are doing as okay as is possible.

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Dave Guarino

@allafarce

7 years

"Wait were you on *THE* California HHS Digital Service that hit made Medi-Cal renewal automatic for 95% of beneficiaries?" "Yep! That was us. We've actually open sourced the data matching and administrative review interface, so Washington and Oregon are using it now."

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Dave Guarino

@allafarce

6 years

Last day at @codeforamerica . Proud to leave GetCalFresh in a strong place; proud of what we've done; and deeply thankful for everyone who has been a part of it and helped it get to where it is today. Honestly I never thought we'd make it to here. Feed the people.

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Dave Guarino

@allafarce

4 years

An example of the subtlety of barriers in social services: For food stamps (SNAP), a phone interview is required. Often that means you get a cold call from a blocked number, and if you'd don't pick it up, it's on you to reschedule. But often it's *really* hard to reschedule.

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Dave Guarino

@allafarce

5 years

4. Think harder about how you evaluate vendors, and probably also look more carefully at actual prior projects done by them; also please weigh references and past work more than flashy presentations

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Dave Guarino

@allafarce

4 years

"Finally got a call from food stamps place, and i will be having food stamps on my card within 24-48hrs...This was the best news i had all this December. I thought i was going to starve. I stole some food from the dollar store. I felt bad about it. Cried. Im sorry."

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Dave Guarino

@allafarce

7 years

Deep in the heart of Silicon Valley, a small group of concerned Americans study COBOL at night, waiting for the day they are called to serve in saving the systems behind so many of our greatest government programs.

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Dave Guarino

@allafarce

5 years

Today I learned that, after a botched $1.2 billion payroll project, the government of Queensland simply banned future procurements with IBM across all agencies, indefinitely.

Queensland's IBM ban lives on

Three years with no end in sight.

www.itnews.com.au

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Dave Guarino

@allafarce

3 years

What safety net (Medicaid) delivery problems look like, beyond the abstraction layers.

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Dave Guarino

@allafarce

5 years

New goal: to never use the word “solution” to refer to technology addressing some complex social problem (even when it’s hybrid technology/people) Hard problems don’t have solutions. They have little steps in the right directions, making the world a little less hard.

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Dave Guarino

@allafarce

9 years

I write code that helps low-income folks get an extra $150/month for food. You could too!

Jonnie Hallman

@destroytoday

9 years

me: What do you do? SpaceX engineer: I write code for rockets to take off and land again. What about you? me: I write code for…😞

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Dave Guarino

@allafarce

4 years

Next "tech for good" hackathon: - All projects are brought as broad needs by real non-profits describing high-level problems - Only off-the-shelf (no custom code) tools are allowed - No prizes; instead all the SaaS tool costs are covered for the non-profits for 1 year

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Dave Guarino

@allafarce

5 years

What's maddening when you get into the weeds of income support programs (and means-tested programs) is that they almost all make assumptions about income being *stable* — not fluctuating. That's just not reality for people these days, but especially for lower-income Americans.

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Dave Guarino

@allafarce

1 year

@davidcrespo when do you eat?!

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Dave Guarino

@allafarce

6 years

9 years of Obamacare. So I must say it again: I was only able to start the work on 5 years ago that’s helped 600,000 Californians because in 2014 I could finally get health insurance without a full time job. Public policy affects entrepreneurship.

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Dave Guarino

@allafarce

5 years

Ooo, what's "misleading" testing?? Fun fact for Hertz and others. There's a thing called Test Driven Development (TDD) where the tests are written first! You might consider insisting on that, and also looking into Behavior Driven Development (similar, but for capabilities).

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Dave Guarino

@allafarce

5 years

To be honest, some days all I want to do is run a small studio that explores niche problem areas where technology could provide a big impact—but never yield returns supporting a staff bigger than ~8. An entrepreneurial infrastructure for such "tail" products needs to exist.

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Dave Guarino

@allafarce

5 years

I've been working on a piece of writing for some time, working title — "Start Where You Are" The thrust: people working in complex problem spaces like government sometimes err tactically in making a dependency that others do some change before getting to work, producing value.

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Dave Guarino

@allafarce

8 years

We're hiring a senior dev to help us get 2.5 million low-income Californians an extra $150/mo for food. Join us.

Careers — Code for America

Our team is made up of empathetic people working side by side with communities and government to solve society's toughest problems

codeforamerica.org

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Dave Guarino

@allafarce

4 years

One thing I hope for with new leadership overseeing safety net programs like SNAP at the federal level is that focus is given not just to expanding eligibility (a common advocacy target) but also on reducing the clear empirical barriers that ALREADY eligible folks applying face.

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Dave Guarino

@allafarce

6 months

@patio11 @michael_nielsen @devonzuegel I get many policy people coming to me per month and to all of them I say “oh you should help one person with the process and see what you learn.” The take up rate is about 10%.

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Dave Guarino

@allafarce

1 year

I am *blown away* by GPT-4's (ChatGPT's) out of the box response to "my calfresh was discontinued - what do I do?" GPT-4: Actionable step by step path to resolution (including fallback) Google Search: ...a Spanish sports news site's scraped->spam web page generated for SEO...

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Dave Guarino

@allafarce

7 years

In improving government forms and interaction design, we often use the blunt metric of "length" (number of questions, time taken). A better metric, which we need to be better at operationalizing, is "cognitive complexity": what's the mental overhead on the user/client?

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Dave Guarino

@allafarce

5 years

And that's it! As a reminder, these are all claims made by Hertz in a lawsuit, and neither I nor anyone else not involved in the project can make any statements as to their validity. But in a world where there are so many big failed IT projects, reading such lawsuits is useful.

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Dave Guarino

@allafarce

3 years

Year 1: "We need an app" Year 7: "We need a more effective decisionmaking process"

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Dave Guarino

@allafarce

7 years

I don’t actually think we’re that far from this as a reality. I think 5-10 years from now we could be there for a number of very deeply impactful public services.

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Dave Guarino

@allafarce

8 years

To be clear: on 1 SF block, one homeowner is paying $700/yr in prop taxes while another w/ similar property is paying $10,000. #ThisIsProp13

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Dave Guarino

@allafarce

7 years

What if California farmworkers could report water, shade, and break time violations so easily and accurately—and enfrocement actions so effective—that compliance was 99.9%?

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Dave Guarino

@allafarce

7 years

California — as you watch Houston, think about what you'd need to get by alone for 3-6 days after a massive earthquake. Go buy it. Today.

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Dave Guarino

@allafarce

3 years

"Just got approved for food stamps for the first time ever, and I’m shaking. ...It felt like everything was hopeless this morning; like we were at the bottom of a pit, and a rope, thin as it is, was just dropped down for us to hang on to." #SNAPworks

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Dave Guarino

@allafarce

2 years

Reading these I’ve been tempted to go through and describe all the specific details in student loan forgiveness app that aggregate up to this “simple” experience — and the tradeoffs against the alternative approaches we’re used to seeing more frequently.

nope

@PrinceHAK33M

2 years

The loan forgiveness application was so simple. I almost didn’t open it because I thought I’d have to search for information I didn’t have memorized. Took 5 minutes lol

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Dave Guarino

@allafarce

3 years

Them: "we practice user-centered—" Me: "Oh?! Name a recent user."

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Dave Guarino

@allafarce

6 years

I only was able to start GetCalFresh — which recently crossed having helped 580,000 Californians — because with the ACA in 2014 I was able to buy individual health insurance without getting auto-denied for the first time. Universal health care de-risks entrepreneurship.

Pete Skomoroch

@peteskomoroch

6 years

We’d see more entrepreneurs with universal healthcare: “One effect of this system is job lock. People become dependent on their employment for their health insurance, and they are loath to leave their jobs, even when doing so might make their lives better.”

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Dave Guarino

@allafarce

7 years

Some news: after 4 years of having played many roles on our CalFresh work at @codeforamerica (only engineer, lead engineer, PM, and everything in the early days) we've built a team of 12, so I'm transitioning again. Today I move into being the Director of the GetCalFresh work.

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Dave Guarino

@allafarce

5 years

Okay, kinda proud about this even though I tend to eschew these things. A ton of people were part of it but also 5 hard fought years on my part so I’ll share.

CDSS

@CaliforniaDSS

5 years

is the 2019 Winner for Best Application Serving the Public. Apply for CalFresh Food benefits today! #GetCalFresh #AwardWinning #CalFreshFood #FoodForAll

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Dave Guarino

@allafarce

4 years

Keep SF weird. It's up to you.

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Dave Guarino

@allafarce

5 years

Two minor comments here: 1. I'm VERY interested to know how the front end code created (a) security and (b) performance problems. cc @slightlylate 2. "FED code" = the front end. That's a new one for me! (Please do not re-use this phrase, very potentially confusing.)

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Dave Guarino

@allafarce

5 years

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Dave Guarino

@allafarce

6 years

Working at the intersection of technology and government, I find a lot of the work can be characterized as what might be called "institutional yak shaving": basically solving a long string of upstream problems that seem completely detached from your goal (but are critical)

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Dave Guarino

@allafarce

5 years

Oh no. "After Accenture put on an impressive, one-day presentation for the Hertz team that included a demonstration of the transformed Hertz digital experience..." So it would seem that it evaluated based on a design presentation. Not sure how much vetting of delivery was done.

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Dave Guarino

@allafarce

3 years

Pretty cool to see: @codeforamerica just got $100 million (!) over 7 years (!!) to launch a Safety Net Innovation Lab! "partnering with 15 states to reach 13 million people and unlock $30 billion in benefits"

Code for America Receives Landmark Investment Through The Audacious Project to Transform America’s...

With coordinated commitments of $100 million, our new Safety Net Innovation Lab will work with state governments to reimagine benefits delivery

codeforamerica.org

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Dave Guarino

@allafarce

4 years

This is fantastic: indexing the site to an *actual* cheap smartphone they bought at the local Cricket Wireless store. This aspect of accessibility is deeply underappreciated; it's easy to overlook when you're on an iPhone 10. Great work @abquirarte & everyone else at @CAdotGov .

California Office of Data and Innovation

@CaliforniaODI

4 years

In this moment, state government is showing the power of thinking differently in our work to serve Californians. On the digital side, that means expanding what accessibility means by focusing on performance.

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Dave Guarino

@allafarce

5 years

Yeah, you spent tens of millions of dollars and Accenture never delivered a functional web site. Then it cost you more millions to fix it. That sucks. But, my dear friend Hertz, you should look at what brought you to these requirements, this vendor, and this approach!

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