As someone who works in public service renewal and digital talent, this explains a large part of what I work on, every single day:
Despite being more necessary than ever, digital literacy hasn’t permeated deeply into the folds of the government. As we’ve seen, public servants often lack the expertise to know how to critique and test technology, and return poorly designed or faulty technology for improvement. The solution isn’t teaching civil servants how to code but instead teaching what kinds of digital tools and products are usable, and what expectations they should have from a product so we can avoid failures like the IRS website. It’s not just a software problem but an understanding problem.