How a start-up in the White House is changing business as usual | Haley Van Dyck

翻译人员: Xue Chen 校对人员: Yolanda Zhang

I'm here to talk to you today

今天我要向各位讲述

about a story that we have all been conditioned to believe

一个我们都习惯性认为

is not possible.

不可能发生的故事

It's a story about a living, breathing start-up

这是关于一个鲜活的初创团队

flourishing in an unlikely environment:

在不可能的环境：即美国政府中

the United States government.

运筹帷幄的故事

Now, this start-up is fundamentally beginning to disrupt

现在这个初创团队正在

the way government does business from the inside out.

由内而外地从根本上 改变政府运作的方式

但在此之前， 我们先看看存在的问题是什么

But before I get there, let's start with the problem.

For me, the problem begins with a number: 137.

对于我来说， 这个问题开始于一个数字：137

137 is the average number of days

137是一个老兵

a veteran has to wait to have benefits processed by the VA.

需要等待退伍福利的平均天数

137 days.

137天

仅仅是准备福利申请材料

Now, in order to file that application in the first place,

she has to navigate over 1,000 different websites

她就需要浏览1000多个不同的网站

and over 900 different call-in numbers,

以及900多个不同的电话号码

all owned and operated by the United States government.

这些网站和号码都属于 政府，并由其掌管

Now, we live in times of incredible change.

我们现在生活在一个飞速变化的时代

The private sector is constantly changing

私人机构在不断地变化

and improving itself all the time.

不断地自我改进

For that matter, it's removing every single inconvenience in my life

事实上，他们改善了我生活中 任何一点我可能想到的

that I could possibly think of.

不方便的地方

I could be sitting on my couch in my apartment,

我可以坐在公寓的沙发上

and from my phone, I can order a warm, gluten-free meal

用电话订一份热腾腾的无麸质美食

that can arrive at my door in less than 10 minutes.

让它在十分钟之内送达我的门口

But meanwhile, a working mother who depends on food stamps

但同时一位依靠食品券

to support her family

来养家糊口的职场母亲

has to complete an arduous, complicated application

却需要完成一份复杂繁琐的申请表

which she might not even be able to do online.

甚至都不能网上提交

And the inability of her to do that same work from her couch means

她无法在沙发上做相同的事情

that she might be having to take days or hours off of work

这意味着她需要从工作时间中 抽出几小时甚至是几天时间

that she can't spare.

而这几乎不可能

And this growing dichotomy

这个存在于科技革命的受益者

between the beneficiaries of the tech revolution

和那些无法受益的人之间

and those it's left behind

日益加深的鸿沟

is one of the greatest challenges of our time --

是我们这个时代 所面临的最大的挑战之一

(Applause)

（掌声）

Because government's failure to deliver digital services that work

因为政府并没有很好地普及数字化服务

is disproportionately impacting the very people who need it most.

这严重影响了那些 最需要这项服务的人们

It's impacting the students trying to go to college,

这影响了想要去念大学的学生

the single mothers trying to get health care,

那些尽力去争取医疗保险的单身母亲

the veterans coming home from battle.

那些从战场回到家中的老兵

They can't get what they need when they need it.

他们无法在急需之时获得帮助

对于这些美国人来说

And for these Americans,

government is more than just a presidential election every four years.

政府的概念不只是一场 四年一次的总统选举

Government is a lifeline that provides services they need

政府是能够提供给他们服务的生命线

and depend on and deserve.

这些服务是他们所需的，依赖的，应得的

Which is, quite frankly,

也就是，坦白讲

why government needs to get its shit together and catch up.

政府本就应该高效运作， 而不能烂摊子遍地

只是个人想法

Just saying.

(Applause)

（掌声）

Now, this wasn't always a problem I was passionate about.

以前这并不是一个我非常关注的问题

When I joined President Obama's campaign in 2008,

当我加入奥巴马总统2008年的 选举运动之时

we brought the tech industry's best practices into politics.

我们将科技产业最好的实践经验 引入了政治活动中

We earned more money,

我们赚了更多的钱

we engaged more volunteers

招募了更多的志愿者

and we earned more votes than any political campaign in history.

我们赢得了政治选举史上最多的选票

We were a cutting-edge start-up that changed the game of politics forever.

我们是一个永久性改变了 政治游戏的前沿初创团队

So when the President asked a small group of us

所以当奥巴马总统让我们中的小部分人

to bring that very same disruption directly into government,

将同样彻底的变革带入政府

我知道这绝非易事

I knew it wasn't going to be easy work,

but I was eager and showed up ready to get to work.

但我仍然热情高涨，迫不及待要开始工作

Now, on my first day in DC,

我第一天到华盛顿的时候

my first day in government,

第一天在政府中任职

I walked into the office and they handed me a laptop.

我走进办公室， 他们给了我一台笔记本电脑

And the laptop was running Windows 98.

里面的操作系统是Windows 98

(Laughter)

（笑声）

I mean, three entire presidential elections had come and gone

我是说，从政府更新这台电脑的系统以来

since the government had updated the operating system on that computer.

已经过去了整整三届总统大选

Three elections!

三届！

Which is when we realized

这时我们意识到

this problem was a whole lot bigger than we ever could have imagined.

问题比我们想象中的还要麻烦

Let me paint the picture for you.

我来给你们分析一下当前的形势

The federal government is the largest institution in the world.

联邦政府是世界上最大的机构

It spends over 86 billion dollars a year -- 86 billion --

它每年在联邦IT项目上花费860亿美元——

on federal IT projects.

860亿——

For context:

为了方便你们理解：

that is more than the entire venture capital industry spends

这比所有风险资本 行业整整一年的支出

annually -- on everything.

还要多

Now, the problem here

现在的问题是

is that we the taxpayers are not getting what we pay for,

纳税人没有得到我们付钱应得的服务

because 94 percent of federal IT projects

因为有94%的联邦IT项目

are over budget or behind schedule.

都超出了预算或是逾期完成

94 percent!

94%！

For those of you keeping score,

不用算了，

yes, the number 94 is very close to 100.

没错，94已经很接近100了

(Laughter)

（笑声）

There's another problem:

还有一个问题

40 percent of those never end up seeing the light of day.

40%的项目永远没有完成过

They are completely scrapped or abandoned.

它们被彻底废除或是抛弃了

这对任何组织来说都是 一个极其痛苦的时刻

Now, this is a very existentially painful moment for any organization,

because it means as government continues to operate

因为这意味着如果政府继续按照

as it's programmed to do,

计划去运作

failure is nearly inevitable.

失败是在所难免的

And when the status quo is the riskiest option,

如果当前面临的是最冒险的选择

that means there is simply no other choice

这意味着除了彻底的改革

我们别无选择

than radical disruption.

So, what do we do about it?

那么，我们对此能做什么呢

How do we fix this?

该如何解决这个问题呢

Well, the irony of all of this

然而，讽刺的是

is that we actually don't have to look any further than our backyard,

我们仅仅需要借鉴自己本土的经验就够了

因为美国恰恰是20年前给世界带来

because right here in America are the very ideas, the very people,

who have swept our world into a radically different place

彻底变革的理念和民众的

than it was two decades ago.

诞生之地

So what would it look like

那么如果申请学生贷款和老兵福利

if it was actually as easy to get student loans or veterans' benefits

就像我从家里订购猫粮一样容易

as it is to order cat food to my house?

那该会是怎样的一番景象

What would it look like

如果有一条便捷的途径

if there was an easy pathway for the very entrepreneurs and innovators

让那些曾为科技界带来变革的 企业家和创新者

who have disrupted our tech sector

为政府带来变革

to come and disrupt their government?

又会是怎样一种状况

Well, my friends, here's where we get to talk

亲爱的朋友们，现在是时候来讨论一下

about some of the exciting new formulas we've discovered

我们发现的能为政府带来变革的

for creating change in government.

新策略了

Enter the United States Digital Service.

让我们进入美国数字服务局

The United States Digital Service is a new network of start-ups,

美国数字服务局是一个新的 初创团队网

a team of teams,

一个为团队服务的团队

organizing themselves across government to create radical change.

供政府中的团队们组织 起来创造根本性的变革

The mission of the United States Digital Service is to help government

美国数字服务局的宗旨是帮助政府

deliver world-class digital services

以极低的价格

for students, immigrants, children, the elderly -- everybody --

为学生、移民、儿童、老人 ——每个人——

at dramatically lower costs.

提供世界一流的数字化服务

We are essentially trying to build a more awesome government,

实际上，我们正在尽力为当下的人们

for the people, by the people, today.

创立一个民享、民治的先进政府机构

We don't care -- (Applause) Thank you.

我们不关心…（掌声）谢谢

(Applause)

（掌声）

Who doesn't want a more awesome government, right?

谁不想要一个更棒的政府呢

We don't care about politics.

我们才不关心政治

We care about making government work better,

我们在乎的是如何让 政府工作起来更有效

because it's the only one we've got.

因为我们只有这一个政府

(Applause)

（掌声）

Now, you can think of our team -- well, it's pretty funny --

你可以这样想我们的团队—— 这很有意思——

you can think of our team a little bit like

把我们的团队想成和平护卫队，

the Peace Corps meets DARPA meets SEAL Team 6.

美国国防部高级研究计划局 和海豹六队的结合体。

We're like the Peace Corps for nerds,

我们像是由“书呆子” 组成的和平护卫队

but instead of traveling to crazy, interesting, far-off places,

但我们并不是到有趣刺激的远方去旅行

you spend a lot of time indoors, behind computers,

而是花很多时间呆在室内， 呆在电脑后面

helping restore the fabric of our democracy.

帮着修复我们的民主结构

(Laughter)

（笑声）

Now, this team -- our playbook for the United States Digital Service

我们的团队为美国电子服务系统 编写的剧本

is pretty simple.

很简单

The first play is we recruit the very best talent

第一步，我们招募这个国家

our country has to offer,

最出色的人才

and recruit them for short tours of duty inside government.

招募他们短时间为政府效力

These are the very people who have helped build the products and companies

正是这些人建造的产品和公司

that have made our tech sector amongst the most innovative in the world.

让我们国家的科技领域走在 全世界创新的前沿

Second, we pair these incredible people from the tech core

其次，我们把政府内尽职尽责

with the dedicated civil servants already inside government

在一线创造改变的公仆和科技领域核心的

on the ground creating change.

优秀人才配对

Third, we strategically deploy them in a targeted formation

第三，我们有策略地有效利用他们

at the most mission-critical, life-changing, important services

来开展政府提供的肩负重大使命

that government offers.

能够改变生活的重要服务

And finally, we give them massive air cover,

最后，我们为他们提供下至机构领导层

from the leadership inside the agencies

高至总统的

all the way up to the President himself,

大规模“空中掩护”

to transform these services for the better.

来让这些服务变得更好

Now, this team is beginning to disrupt

现在这个团队正在从里到外的

how government does business from the inside out.

改变政府运作的方式

If you study classic patterns of disruption,

如果你研究了变革的经典模式

one very common pattern is rather simple.

一种非常普通的模式是很简单的

It's to take something that has become routine and standard in one industry

当把一个领域内已经 成为惯例或者标准的东西

and apply it to another where it's a radical departure

应用到另一个领域，将会给这个领域

from the status quo.

带来飞跃

Think about what Airbnb took that was normal from hospitality

想象Airbnb从好客的常态中发展出的

and revolutionized my apartment.

给我的公寓带来革命性变化的创新

The United States Digital Service is doing exactly that.

这也正是美国数字服务局 正在做的事情

We are taking what Silicon Valley and the private sector has learned

我们从硅谷和私人部门汲取

through a ton of hard work

辛苦积累的成功经验

about how to build planetary-scale digital services

来以更低的价格为用户提供满意的

that delight users at lower cost,

大规模的数字化服务

and we're applying that to government,

我们把这应用于政府

where it is a radical departure from the status quo.

对于现存的情况是一个巨大的飞跃

Now, the good news is:

好消息是

it's starting to work.

初步成效已经开始显现了

We know this because we can already see the results

我们知道奏效了，是因为我们看到了诸如

from some of our early projects, like the rescue effort of Healthcare.gov,

我们早先对Healthcare.gov

when that went off the rails.

所出现的问题进行的改善

Fixing Healthcare.gov was the first place that we ran this play,

解决Healthcare.gov 的问题 是我们改变的第一步

and today we are taking that same play

今天我们正在复制同样的经验

and scaling it across a large number

并大规模运用到由许多政府机构

of government's most important citizen-facing services.

提供的最为重要的公民服务中去

Now, if I can take a moment

现在让我花点时间

and brag about the team for a second --

赞扬一下我们这个团队——

it is the highest concentration of badasses

这个团队囊括了我能够想到的

I could have ever dreamed of.

最棒的人

We have top talent from Google, Facebook, Amazon, Twitter and the likes,

我们有来自像谷歌、脸书、 亚马逊、推特等公司的

all on staff today,

天才们加入

all choosing to join their government.

共同选择加入他们的政府

And what's incredible is,

最棒的是

everybody is as eager and kind as they are intelligent.

每个人不仅智慧超群， 而且十分热情和善良

And I might add, by the way, over half of us are women.

我还要顺便补充一句， 有半数以上的人都是女性

(Applause)

（掌声）

The best way to understand this strategy

最好的理解这个策略的方式

is actually to walk through a couple of examples

是通过一些案例来理解在实际中

of how it's working out in the wild.

这个策略是怎么实施的

I'm going to give you two examples quickly.

我会很快给出两个例子

The first one is about immigration.

第一个例子跟移民有关

This, my friends, is your typical immigration application.

亲爱的朋友们， 这是一份典型的移民申请

Yes, you guessed it --

是的，你猜的没错——

it's almost entirely paper-based.

它几乎全是纸质的申请

In the best case,

即使是最顺利的情况下

the application takes about six to eight months to process.

整个申请过程也要耗费6到8个月

It is physically shipped thousands of miles -- thousands of miles! --

这份申请会在6个以上的处理中心之间

between no less than six processing centers.

辗转运输上千英里，上千英里！

Now, little story:

现在，我要讲个小故事，

about a decade ago,

大概十年前

the government thought that if it brought this system online,

政府想到如果申请能够通过网络系统

it could save taxpayer dollars and provide a better service,

那会为纳税人省钱 并且提供更好的服务

这是一个很好的想法

which was a great idea.

然后， 一个典型的政府处理流程开始了

So, the typical government process began.

Six years and 1.2 billion dollars later,

在经过6年的时间， 耗费了12亿美元之后

no working product was delivered --

却没有什么实际的成果

1.2 billion with a "B."

12亿换来一个不尽如人意的结果

Now at this point, the agency responsible,

在这个节骨眼上， 负责此事的政府机构

美国公民及移民服务处

US Citizenship and Immigration Services,

could have kept pouring money into the failing program.

本可以继续往 这个失败的项目里投钱

Sadly, that's what often happens.

很遗憾，这种事儿经常发生

That's the status quo today.

这就是现有的情况

But they didn't.

但他们没有继续投钱

The dedicated civil servants inside the agency

政府内部的人员

decided to stand up and call for change.

决定要站出来呼吁改变

We deployed a small team of just six people,

我们启用了一个只有6个人的小团队

and what many people don't know is

很多人不知道的是

改变Healthcare.gov的团队

that's the same size as the rescue effort of Healthcare.gov --

也是只有6个人

just six people.

And that team jumped in, side-by-side,

那个团队加入了改变这个项目的

to support the agency in transitioning this project

政府机构，与他们并肩

into more modern business practices, more modern development practices.

把这个项目变成了一个 更现代化的商业和发展实践

Now, in non-tech speak,

通俗点说

what that basically means is taking big, multi-year projects

就是把需要很多年完成的大型项目

and breaking them up into bite-sized chunks,

分解成一个个小的环节

so that way we can reduce the risk

这样我们能够减少风险

and actually start to see results every couple of weeks,

每隔几周就能看到效果

而不是在黑暗中摸索了这么多年

instead of waiting in a black box for years.

So within less than three months of our team being on the ground,

在我们团队抵达第一线的 不到三个月的时间里

we were already able to push our first products to production.

我们已经能够让第一个产品上线了

The first one, this is the form I-90.

第一个产品是I-90表格

This is used to file for your replacement green card.

这个表格是用来递交 更换绿卡的申请

Now, for immigrant visa holders,

对于移民签证的持有者来说

a replacement green card is a big deal.

更换绿卡是非常重要的事情

Your green card is your proof of identification,

绿卡是你身份的证明

it's your work authorization,

是你工作的授权

it's the proof that you can be here in this country.

是你能够呆在这个国家的证明

So waiting six months while the government processes the replacement

所以等待政府6个月的处理时间

太让人头疼了

is not cool.

I'm excited to tell you that today,

今天我激动地告诉你们

你们现在第一次可以全部通过 网上系统来申请绿卡更换

you can now, for the first time, file for a replacement green card

entirely online without anyone touching a piece of paper.

全程不需任何人接触一张纸

It is faster, it is cheaper,

这会更快，更便宜

and it's a better user experience for the applicant

对于申请人和政府雇员来说

and the government employees alike.

这都是一个更好的用户体验

(Applause)

（掌声）

Another one, quickly.

我再举一个简短的例子

Last fall, we just released a brand-new practice civics test.

去年秋天，我们刚刚发布了 一个全新的模拟公民考试系统

So as part of becoming a US citizen,

要想成为一个美国公民

you have to pass a civics test.

你必须得通过一个公民考试

For anyone who has taken this test, it can be quite the stressful process.

对于已经参加过考试的人来说， 这是一个压力山大的过程

So our team released a very easy, simple-to-use tool in plain language

所以我们团队发布了一个 通俗易懂，便于操作的工具

to help people prepare,

来帮助人们准备考试

to help ease their nerves,

帮助他们缓解紧张的情绪

to help them feel more confident

帮助他们获得更多自信

in taking the next step in pursuing their American dream.

来开始追求美国梦的下一步

Because all of this work, all of this work on immigration,

因为所有的移民工作

is about taking complicated processes and making them more human.

是关乎简化复杂的过程，使之更加人性化

The other day, one of the dedicated civil servants on the ground

那天，一个工作在第一线的公务员

said something incredibly profound.

说了一句意味深长的话

She said that she's never been this hopeful or optimistic

她说她自从为政府效力以来

about a project in her entire time in government.

从来没有像现在这样充满希望

And she's been doing this for 30 years.

她已经为政府效力了30年

That is exactly the kind of hope and culture change

这正是我们尽力去营造的希望

we are trying to create.

和文化上的改变

For my second example, I want to bring it back to veterans for a second,

我第二个例子想要再回到 老兵的话题上来

and what we are doing to build them a VA

回到我们正在为他们打造的 退伍老兵事务部

that is worthy of their service and their sacrifice.

对得起他们曾付出的服务和牺牲

I'm proud to say that just a few months ago,

我很骄傲地说，就在几个月前

we released a brand-new beta

我们发布了一个新网站， Vets.gov的

of a new website, Vets.gov.

全新测试版本

Vets.gov is a simple, easy-to-use website

Vets.gov是一个操作简单的网站

that brings all of the online services a veteran needs into one place.

它把老兵在网络上 所需的所有服务集于一身

One website, not thousands.

所有的服务都在一家网站， 而非几千家网站

The site is a work in progress, but it's significant progress,

这个网站正在逐步运行 但已经取得了很大的进展

因为这个网站是为最需要它的

because it's designed with the users who matter most:

the veterans themselves.

老兵们设计的

This might sound incredibly obvious, because it should be,

这可能听起来很显而易见， 因为本该如此

but sadly, this isn't normal for government.

但遗憾的是这并不是政府的常态

Far too often, product decisions are made by committees of stakeholders

通常的情况是，产品决定 是由利益相关者的委员会下达的

who do their best to represent the interests of the user,

这些委员会尽力去代表用户的利益

but they're not necessarily the users themselves.

但他们不一定是用户本身

So our team at the VA went out, we looked at the data,

所以我们处理老兵事务的团队 动身去研究数据

we talked to veterans themselves

去跟老兵们交流

and we started simple and small,

我们从简单的小规模问题开始

with the two most important services that matter most to them:

从两个对他们来说最重要的项目开始着手

education benefits and disability benefits.

教育福利和残疾福利

I'm proud to say that they are live on the site today,

我很骄傲地告诉大家 这两项服务目前已经上线

and as the team continues to streamline more services,

团队们也在致力于精简更多的服务

这些服务将会被移到Vets.gov上来， 而旧网站将被关闭

they will be ported over here, and the old sites, shut down.

(Applause)

（掌声）

To me, this is what change looks like in 2016.

对我来说，这就是2016的新变化

When you walk out of the Oval Office,

当你步入白宫的椭圆形办公室

the first time I was ever there, I noticed a quote

我第一次走进那里的时候， 我注意到

the President had embroidered on the rug.

总统绣在地毯上的一句名言

It's the classic JFK quote.

是经典的肯尼迪语录

It says, "No problem of human destiny is beyond human beings."

“没有关乎人类命运的 问题是超乎人类本身的”

It's true.

千真万确

We have the tools to solve these problems.

我们现在有解决这些问题的工具

We have the tools to come together as a society, as a country,

我们的工具可以让我们的社会、 国家团结起来

and to fix this together.

共同解决这些问题

Yes, it's hard.

没错，这会很难

It's particularly hard when we have to fight,

当我们拒绝向“一切不会改变”的

when we have to refuse to succumb to the belief that things won't change.

信念屈服时尤其艰难

But in my experience,

但从我的经验来看

it's often the hardest things that are the most worth doing,

最难的事情往往是最值得做的事情

because if we don't do them,

因为如果我们不去做这些事

who will?

谁会来做呢

This is on us,

这是我们的责任

all of us, together,

这是我们所有人共同的责任

because government is not an abstract institution or a concept.

因为政府不是一个虚无的机构或概念

Our government is us.

我们的政府就是我们自己

(Applause)

（掌声）

Today, it is no longer a question

如今改变是否有可能发生

of if change is possible.

已不再是个问题

The question is not, "Can we?"

问题不是“我们能够改变吗？”

The question is, "Will we?"

而是“我们会去改变吗？”

Will you?

你会吗

Thank you.

谢谢

(Applause)

（掌声）

Thank you.

谢谢

(Applause)

（掌声）