My key complaint about Agile (or agile) isn't the concept or the execution -- it's where people choose to apply it. They think it works everywhere, all the time. But it doesn't. Agile works only for the right customer, on the right project (size, complexity, value delivery requirements, etc.), with the right team... there are a lot of considerations.

To me, agile makes the most sense as a software development organizing principle when the software being developed is a more or less "living" system, where it's large enough that you can work on pieces of it at a time and release updates along the way in a CI/CD model, and your customers / stakeholders are ready to accept that continuous / incremental delivery model.

That's a lot of dependencies. And not every project / customer / problem to solve fits in that mold.

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Photo by Brandon Romanchuk on Unsplash

Whether you call it…

  • GX (Government Experience)
  • GovCX (Government Customer Experience)
  • CX (Customer Experience)

…or some variation therein, the point is to design backwards from the customer (citizen) experience into the machinery of government.

That’s one of the big things I’m learning and thinking about right now.

And it’s the one thing government software teams need most.

So why not go back to one of the (inadvertent) masters of CX: Steve Jobs, who made his comments in the video below just before returning to the Apple CEO job, following a decade away. Reorienting Apple toward customer experience is what launched the iMac, iPod, iPhone, and iPad and made Apple the juggernaut it remains to this day.

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John Proffitt

#GovTech CTO studying GX (Government eXperience) ideas, tech, processes, and leaders