Innovating in 2020 meant understanding and responding to the needs of Californians trying to make it through the pandemic. ODI built the covid19.ca.gov website in only four days. We continue to roll out regular updates, including the “what’s open tool,” which helps Californians figure out the conditions in which industries and activities are operating. We work closely with partners like the California Department of Public Health and the Governor’s Office. Together, we created a health equity data tool showing COVID-19’s impact on diverse communities of Californians across the state. We provided a regular cadence of survey data, user research and other insights to help senior leaders keep a pulse on how the pandemic is impacting Californians.
The COVID-19 pandemic has also highlighted deep-rooted problems and critical disconnects between state programs and the people they’re meant to serve. People haven’t been able to get timely assistance from programs like unemployment insurance when they needed it most. Some government services are still available only during certain hours, or in person, or require long, confusing forms. Policies, rules and operations too often “serve the process not the people.”
We have to focus on reinventing big and small things like application forms, eligibility requirements, legacy technology systems, and even call centers and field offices to better serve Californians. For ODI, 2021 is an opportunity to build on successful innovation like covid19.ca.gov and alpha.ca.gov and go further. We will train and provide tools to help agencies use empathy, data and insights to inform policy decisions. We will work with state partners to simplify complex processes and make it faster for people to get the assistance they need. We will create more resilient digital services that can flex to serve Californians in the face of any adversity.
