As a former civic hacker, and someone who has written a book about government collaboration with outside technologists, to me this story represents both the best and worst things about civic hacking. https://www.nytimes.com/2021/02/09/nyregion/vaccine-website-appointment-nyc.html

First, it is 100% amazing to see people stepping up and addressing a need in their communities. This story shows just how much expertise there is out there for governments to tap, if they can cultivate relationships with hackers and civic groups. There is so much to gain here.

And it points out that these people are stepping up with innovative solutions when governments are not doing enough to deliver a vital service during a time of need. This really is something that the city & state should have delivered, and they should be held accountable for.

But this article trivializes the cost and effort to create a fully functional digital service. One that is stable, secure, and equitable. The way it is framed makes for a great story, but it costs more than $50 to build working, reliable digital services.

It also perpetuates the hero narrative in civic tech, and implies that the reason that government hasn’t stepped up to deliver is plain old incompetence. The truth is likely much more complex.

Every single team I have ever worked with in government to build and deliver a digital service has wanted to do their best to serve the public. It’s why people sign up for government service. Distilling this to “gov sucks at tech” does a disservice to the challenges they face.

If anything, let’s use this moment we are in to highlight and understand (and fix!) the challenges facing effective delivery of digital solutions in government.

Pretending that we can bang out robust digital services that serve those in need for $50 a pop, or that we can send up the Bat Signal for a nerd squad to come save the day won’t work.