U.S. CIO Sees Healthcare.gov Glitches as a 'Teachable Moment'
The federal healthcare portal may have stumbled out of the gate, but CIO Steven VanRoekel says the rollout marks an important step forward as the government seeks to digitize its operations.
Tue, October 29, 2013
CIO — The myriad glitches that have marred the rollout of the Web portal for Americans to sign up for health insurance stand as what the CIO of the federal government calls a "teachable moment."
"Our goal, number one, hands down, the president reminds every day: get this thing fixed, make sure it's working and meet Americans' expectations on this," VanRoekel said. "As an aside, our focus, my focus, is also about what can we learn from this. How can we learn? And what can we take from this experience to say we shouldn't do things this way?"
Product Launches Often Require Substantial Retooling
VanRoekel, who serves as just the second CIO of the federal government, came to that position after a nearly two-decade career with Microsoft, a company, he pointed out, where product launches often require substantial retooling.
Recounting one instance when the division he oversaw at the software giant had to recall a product from the market, VanRoekel drew a parallel with the healthcare rollout.
"It is a complex project," he said of the government website. "There is incredible complexity out there, and in that complexity sometimes in v1 things just don't go the way you expect."
He added: "Even in large multinational companies this stuff happens, and I think the key there is, what do you take from this? Is this a teachable moment for you?"
Government IT Must Emulate the Innovative Spirit of the Private Sector
VanRoekel's overarching message continues the theme that he, and his predecessor, Vivek Kundra, the country's first federal CIO, have advanced: that government IT must adapt, grow more agile, and emulate the innovative spirit of the private sector. That includes embracing sweeping trends that, for the government's $80 billion IT apparatus, entail major initiatives to shift operations to the cloud, consolidate data centers and deploy new mobile technologies.
The challenge is bigger than just IT deployments. From an organizational standpoint, federal agencies' tech operations would benefit from a consolidation that would see more centralized authority consolidated under a high-level CIO, VanRoekel argues. That way, rather than each sub-agency and bureau running its own commodity operations like email and data centers, those functions could be run centrally and delivered as services.