I get the same questions consistently in information interviews (one reason I don’t do them anymore). So instead I’m writing up common questions and answers about civic tech that I’ve gotten this year. Please note that civic tech experiences vary significantly, but here’s mine. I’m in the United States so that’s all I can tell you about.
What is working in civic tech like?
It’s fun, weird, and hard – all at the same time. The best part is the other mission-oriented people I worked with in the federal government. (I have worked with states but not for states or local government). It is equally interesting and alarming to see how systems work (or don’t work) behind the scenes. But it is harder to get my job done in civic tech. For example, before I conducted research with anyone or paying them an incentive, many lawyers were involved. I never thought I would have to write a memo to a White House lawyer to run a usability test!
Time is also strange in the government. Sometimes things take months or even years. Other times, a website is made in a week (including testing). There are many civic servants who are working hard and doing the right things. Unfortunately these good peopel are often hamstrung by nervous leaders who don’t encourage action, though this really varied by federal agency.
I was typically on teams anywhere from 2 - 12 people with product managers, engineers, and other designer/researcher types.
What were some of your projects?
I spent about 8 months working on a project to improve the unemployment insurance system on a team of 12 other tech folks. After multiple project pivots due to roadblocks, we helped Arkansas do the first state implementation of the identity management system Login.gov. This helped the people of Arkansas avoid driving an average of 40 miles to show their ID to apply for unemployment benefits. We also helped the state of New Jersey reduce the time it took to complete the unemployment form by approximately 27 minutes.
I also spent about 5 months on a project to improve the experience of our national suicide and crisis helpline 988. We improved the script, voice, and music through qualitative research and by following trauma-informed design and UX principles. Radiolab found out about it, and made this podcast recreating some of our research. (Radiolab overly focused on the music choice for their episode, though I am pleased we got rid of jazz while on hold). In the end, we ran a national A/B test that showed our adjustments connected more people to care – that’s the most important thing.
There were also projects related to the findsupport.gov website, the child tax credit, 911, and medicare fraud that I was either a part of or led. There is a plethora of work to be done. Fortunately, civic leaders at all levels increasingly recognize the need for modern software design in the government.
How did you get into civic tech again?
I applied to the US Digital Service (USDS) in January 2021, interviewed in April, and started work in June 2021. I had heard about USDS from Dana Chisnell at a conference in 2015.
Reasons I got the job likely include:
a focus on mission-driven work in my career
12 years of UX experience in a variety of settings
my trauma-informed design interest that began in 2015.
However, a variety of backgrounds are desirable and desperately needed in civic technology.
How was it different than you expected?
I was concerned I wouldn’t grow. I was worried about my skills declining or that it would be super slow work. Wow was I completely wrong – it’s laughable. I have grown so much by learning from colleagues and also working within complex systems. No longer does complexity frighten me. I have grown a tremendous amount, and there has been much more impact than I expected. I am grateful to have had the chance to improve the experience for millions of people who use government websites, software, and other systems.
But the federal government is a mess, is civic tech gone now?
No, it’s not, despite some high profile organizations being shut down. Civic tech work continues at all levels of government, for example, at the Digital Service at CMS. Some of my federal coworkers have instead gone to work at states. As work at the federal level has dried up (for now), many states have recognized this is a good moment to capture talent to work on the many problems at a state level. I have friends at places like the newly formed Massachusetts Digital Service.
Would you do it again?
Yes. Absolutely. I hope to return to it one day. It is the hardest job I have ever had. It is the most meaningful work I have ever done.
Where else can I learn more about civic tech?
If you want to hear more from me, then watch this video from a talk at the UX Y’all conference. I detail other ideas below:
I suggest checking out this great post and resources from Chris Kuang.
Two books I love and that explain civic tech accurately are:
A Civic Technologist’s Practice Guide by Cyd Harrell
Recoding America by Jennifer Pahlka
You could also try joining any national, state or local groups that are focused on technology for the public good. All Tech is Human is one U.S. based group run by a nonprofit. Their Slack group has a number of public technologists in it. The best way to get a job in civic tech is to start spending time with others who are in or around it.
A fantastic way to learn about civic tech is to volunteer with the US Digital Response if that is possible for you.
I hope you are encouraged to explore civic tech as a career path!
