Hitting the Books: How SNAP's digital services became an online quagmire
SNAP is a federal program that states are responsible for administering. The smaller the jurisdiction in charge, the more likely that the program will be attuned to local needs and values. California, along with nine other states, has chosen to further devolve administration to its individual counties, putting the burden of managing client data on fifty-eight separate entities. To handle that burden, the counties formed two consortia that pooled IT resources.
What struck Jake about the process was not his success in convincing the county representatives. It was not that different from what Mary Ann had achieved when her recording of Dominic convinced the deputy secretary of the VA to let her team fix the health care application. The HP rep was interested in bringing to life for the county reps the burdens that applicants experienced. Jake was very good at doing that, and the rep had been smart to use him.
Ever since the founding of the United States, a core value for many has been restricting the concentration of government power. The colonists were, after all, rebelling against a monarchy. When power is concentrated in the hands of one person or one regime, the reasoning goes, we lose our liberty.
He thought perhaps he was supposed to choose the product manager from among these names. But the department representatives explained that all these people would need tothe role of product manager, since each department had some stake in the product. Decisions about the product would be made by what was essentially a committee, something like the federal CIO Council that resulted in the ESB imperative.
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