Make a policy or law requiring a closed loop user feedback process for new, current and future Government Information Systems (software). This would provide Lean Six Sigma quantifiable data for senior leader decision makers. Not what the vendors, contractors think.
As software products are developed this will ensure the feedback is collected by a closed loop system to measure the usage, effectiveness and correct issues along the way giving senior leadership accurate correct measureable data (metrics). In a real time environment! This is nested with the fifth element of combat power “INFORMATION”. Accurate information not only saves money it increases the speed and quality of decision making using the Military Decision Making Process (MDMP). Everyone WINS!
Google, Microsoft, Toyota, Ford, GM, Chrysler, KIA, Mazda just to mention a few use closed processes. It produces a better product built for the user by the user.
Forums are good but they do not provide quantifiable data for new ideas, software or validates a new product works. Sending emails for reporting issues is not quantifiable. Blogging is not quantifiable. It helps share ideas and knowledge. http://www.besser20.de/english/
Feedback drives change: organizational and cultural change that produces growth and profit, driving superior business performance. "Data collection alone isn't providing value - that's a problem: 75% of reports are still static. Voice of the Customer research with a closed loop gets us out of the research business and into the operational business, giving us great opportunities. We still need all the skills of the market-research industry to do this right."
http://blog.vovici.com/blog/bid/28933/Closed-Loop-Feedback-Process
Department of Defense (DOD) Net-Centric Data strategy in 2003 mentioned users feedback. But had no detailed plan to collect or measure the effeteness of the software product. The current DOD Net-Centric Data Transformation plan has To Be Determined (TBD) in the metric column.
User feedback in a closed loop process will provide measurable data to determine the success of the development team and Software.
TBD = User feedback in a closed loop process.
http://en.wikipedia.org/wiki/Issue_tracking_system
http://en.wikipedia.org/wiki/Control_theory#An_example
Today’s software should tell users what to do. The Government is getting products that need continual training. Just compare industry software to what we have in the Government. Old out dated systems are not being updated. New systems fail by the time they are completed because of little to no user involvement or feedback during the development or lifecycle of the product.
Where is the quantifiable data? We have the tools! Listen to the users! Just like in the industry!
This is an example of what right looks like:
http://code.google.com/p/google-web-toolkit/issues/list
This site produces instant metrics to evaluate.
Does the idea reduce costs in a way that is concrete and quantifiable?
Absolutely 100% yes! The idea is nested with the way ahead developing FEDRAMP by the Federal Chief Information Officer Administrator for E-Government and Information Technology Office of Management and Budget. This will give the Administrator real time metrics. This will ensure we are always supporting the mission in the most efficient effective way possible.
http://www.cio.gov/pages.cfm/page/Federal-Risk-and-Authorization-Management-Program-FedRAMP
As you read this, new software is being acquired with no measurable data and old software is not being utilized and continuing to be funded.
Does the idea improve the way that government operates by:
• Improving the quality of output at lower costs; Yes. With a closed loop process users must validate whether the product meets the mission or departments requirements by the user’s prior to investing time and money. This continues during the life cycle of the software. Listening to users requirements will improve their performance which will lead to increased productivity.
• Simplifying processes to reduce administrative burden; Yes. Instant metrics (data) will provide real time data for decision makers from all levels of leadership, which would lead to decisions made at all levels starting at the lowest level of decision making.
• Improving the speed of government operations to improve efficiency? Those software vendors who cannot deliver and take advantage of the non technical leaders will be exposed by the user metrics. This will increase efficiency and effectiveness at all levels of government.
Does the idea have a tangible impact on citizens’ lives or environment? Yes. This is nested with transparency and open government concept GOV 2.0 Citizens will know we are spending their money wisely. We are moving into the next generation of the web. The two links below show measurable data for the environment using the cloud concept by Mr. Bill Gates and IBM.
http://www.cloudave.com/link/cloud-computing-and-green
http://green.yahoo.com/blog/guest_bloggers/42/bill-gates-funds-cloud-factory.html
Is there a clear and practical plan for implementing the idea?
Yes. Using the tools we have and a Congressional directive (policy) or Law.
Currently there are too many DOD policies not understood due to a generation gap in information technology.
Will it be possible to begin realizing savings immediately?
Yes. Real time data will assist in the decision making of what is mission essential and what can be put into the Smithsonian Institute. This will free up money to move forward with newer and more efficient software.
This analogy is a very simple non technical explanation. Imagine if industry had two generations of tools, a hand saw and a chain saw. Industry has the several models of hand saws and chain saws. But we in the family (Federal Government) cannot use chain saws. Why? Dad’s dad grandpa said “it makes you stronger if you use a hand saw and he refuses to allow anyone in the family to use a chainsaw”. Dad simply refuses to change. Then he said “we had to buy the hand saw at the department store where he works”. He said that was showing his customers they sell good products. Hopefully one day I can convince him to change his mind, because I’m the one who cuts down the trees. I can saw ten trees after school in one week. If I had a chain saw it would only take me one day. The net gain is four free days after school. More time for reading!
Who wins?
1. The tax payers win
2. The Soldiers win
3. The end users win
4. The Commanders win
5. The environment wins
BLUF: The team wins!
User interface design
Designing the visual composition and temporal behavior of Graphical User Interface (GUI) is an important part of software application programming. Its goal is to enhance the efficiency and ease of use for the underlying logical design of a stored program, a design discipline known as usability. Techniques of user-centered design are used to ensure that the visual language introduced in the design is well tailored to the tasks it must perform.
Typically, the user interacts with information by manipulating visual widgets that allow for interactions appropriate to the kind of data they hold. The widgets of a well-designed interface are selected to support the actions necessary to achieve the goals of the user. A Model-view-controller allows for a flexible structure in which the interface is independent from and indirectly linked to application functionality, so the GUI can be easily customized. This allows the user to select or design a different skin at will, and eases the designer's work to change the interface as the user needs evolve. Nevertheless, good user interface design relates to the USER, NOT the system architecture.
REF:
http://en.wikipedia.org/wiki/Graphical_user_interface
Our Service men and women deserver the absolute best products industry can provide. The weather man has drop and drag windows on a touch screen each evening. It is time to shape the future with the Y generation making our government efficient and effective. Not all things can be transparent to the public! Certain things can and should to give our Soldiers and leaders of all branches the very best money can buy.
No more PowerPoint or single word documents for feedback for Information Technology Software! Feedback from users at a minimum!
Example of static word documents are on this site:
http://sw-assurance.gsfc.nasa.gov/disciplines/quality/index.php
Where are the measurable metrics in a database for senior leaders? Users will help build better products. Why? Because they have to use the software!
CUM LAUDE 2004 Troy State University
Retired 2001 United States Army (Infantry)
Comments (17)
Current government systems are developed in a bubble. Project mangers brief what is political correct with no quantifiable data during the development from a closed loop process. This will lead to better products for our government departments. This idea will lead to less time for development and millions will be saved! This should fall under Quality Assurance (QA) and controlled by an independent agency like Army Test Elevation Command (ATEC) support by QA teams. Certainly do not allow the developers to control the data. Checks and balances.
Why are we not doing this now? Companies would go bankrupt if they did not use quantifiable validated data.
Great idea!!
Closed loop system a good idea for software only if that loop is controlled by QA or third parties. We cannot afford to let contractors continue to bilk the taxpayers for inferior products which do not meet user requirements.
QA teams seem like a good idea at first, but I'd rather opt for independent firms in most cases, since many of the QA teams may not have the technical expertise and since many of these contracts have retired general officer influence.
I would also suggest annually monitoring and evaluating any software contract exceeding $250k starting now. Contracts would stipulate a performance level to be achieved before awarding all or any government money on the contract. If they are not meeting or have yet to meet user requirements where they have been paid in the past, then there will be a fine involved or even the possibility of losing the contract.
There has to be penalties and fines involved to get anywhere with a contractor.
Excellent point stating "controlled by QA or third parties". When COR (Future retired O-6) states there are no problems with my system, I see fraud. When I see PPTs demonstrating capabilities and not hte system itself, I see fraud. User feedback is the way to go. I know from my time at CAC-CD if the PM getsto tell the story without a check and balance it is no different then the Enron episode the nation just went through.
Even hired 3rd parties have a problem - who is paying their bill? If the PM hires the 3rd party, there is a conflict of interest. This was the downfall of the banking regulatory agencies, and you see it with commercial mediation services every day. They get more business if they find in favor of the person paying the bill.
Need a dedicated QA office in each acquiring agency.
The Department of defense has the program https://software.forge.mil. QA/ATEC or the most honest person in the organization could have an additional duty as an administrator. No one with a vested interest in the software, this is way too easy!
The work is done by the users. All issues are reported but serious and critical issues do not get ignored. Toyota ignored the brake issue and look what happened. Information Technology is briefed over most senior leader’s heads. Baffle them with promises and geek terminology. Those days are over.
A policy would probably work. There is already off-the-shelf software that could assist with this.
The closed loop user feedback process is one in which the end users is involved in the process throughout the process, constant feedback helps a user clarify requirements. Clarifying the requirements not only helps to produce a better product but it puts the focus on the "What" and not the "How" of problem solving.
Having quantifiable validated data metrics to measure should be a part of any process. It helps us know if we have gone from the "As Is" to the "To Be" and actually made improvement.
I submitted a similar idea last year. Very well argued.
Thank you! I have learned a lot from our leadership. Ideas must be the right tone with the right message with only the facts and does not include feelings.
Today’s Software user base is very competent. Several of the ideas posted this year support this comment and idea 100%. For example the time sheet idea why are we using paper? Why are we not using the video add-on that comes with Microsoft Office to record and share videos to help co-workers around the world? Lynda.com has hundreds of videos for learning.
The Book called GUNG HO tells a story very well. If you read the story you will learn the spirit of the squirrel, the way of the beaver and gift of the goose. One of those quick coffee shops reads at one of the big book stores. Hint!
Cut and paste this link in your browser. I am certain you will enjoy this video!
http://www.vimeo.com/8053407
Thanks again!
Great ideal, this ideal would have had worked great before BASE4D and RFMSS upgrade 3.0 was forced on units to use. The system should have been tested, deta and feed back collected, updated, tested again, gathered more feed back, updated and then given to users to try before given a deadline to use database.
As a former service member and a government contract programmer. I would have to sum up the current process for software acquisition as good old fashion fraud, waste and abuse. The amount of money thrown at industry for development contracts overseen by unqualified CORs and managed internally by the contractor is obscene. Would a car mechanic be put in charge of hiring doctors? Why do COR's have no Industry IT experience or knowledge? I could see this 10 years ago. Not today! I completely agree that this is something that has to be controlled by a central government agency or a third party. I can currently think of three duplicate efforts that are currently underway to provide the exact same services to the users.
The idea is nicely articulated and good luck.
There is Art and Science in everything we do. I do not have any experience using the systems mentioned. I have been a contractor as a Web Developer. I certainly understand your comments.
Here is where the Science came from:
User Interface and Design Methods
1.REF:
http://www.amazon.com/Systems-Analysis-Methods-Jeffrey-Whitten/dp/0073052337
Price: $144.70 Worth every Penny!
Page 615 last paragraph
o Understand your users and their “TASK” This becomes increasingly difficult as we extend our information systems to implement business-to-consumer (B2C) and business-to-business (B2B) functionality using the web.
Page 616 first paragraph
o Involve the user in the interface design. Find out what the users like and dislike in their current applications. Involve them in screen design and dialogue from the beginning. The commandment is enabled with today’s PC- technology.
o Test the system on actual users. Observation and listening are the key skills here. After initial training try to avoid excessive coaching and forcing user to learn the system.
o Practice iterative design. The first interface will be unsatisfactory. Expect any interface design to go through multiple design iterations and testing. When is the iteration finished, never? Probably never? 95 percent of the typical user can perform the intended task with-out difficulty or help.
Human Engineering Guidelines another great section.
The system user should always know what to do next. USERS are the key any successful product. Establish a minimum standard and do not except moving backwards. Turbo TAX should be the minimum standard for the Army for web driven data-base.
No training to Order a Pizza! You can track it to your house. No training needed for Turbo Tax.
Again systems should tell the users what to do! That is what they teach in colleges.
Outstanding Proposal. Systems should be encouraged to be developed and integrated with participation of all users from the top to the bottom so there is no conflict with the primary objecitive of a proficient data management system producing the intended "outcome" which is accomplished through exectuion.
Wouldn't this cause major expenses in the upstart and the need to hire contractor to develop and build this system, how would this save any money at all, not to mention the upkeep and contracts to do ongoing servicing of the system.
The startup cost for start is zero. We own the tools and have the ATEC/QAO’s and KM teams to administer the programs. Here are just a few ways to accomplish a closed loop:
1. Icons on your desktop to SharePoint. We report issues to the NEC and do not get support unless we use the icon. They use that data to justify their work. No cost.
2. InfoPath-Access Database a form could be placed on the web or SharePoint site. No cost
3. milbook No cost.
4. Software forge No cost.
5. MWR uses ICE No cost.
Any web site can create a feedback form that goes to a specific location other than the vendors. No cost.
A good businessman would not allow the customers feedback to go the employees. If he did there never would be any issues.
Whatever is transparent to all control by QA just like the example on the from the Google link above. If you’re as good as you say you are why hide feedback?
Savings will be in the billions. Senior leaders will final know why we are still using paper. No cost.
Savings in the billions, legacy system will be sent to the Smithsonian Institute.
If we want to catch up to the Industry and we do! We must use measurable data like successful businesses.
The will last for infinity and beyond.
Good question! Thanks for asking!
Feedback managed by the right tools and right department will help build a better tomorrow. Too many senior leaders get WOW’ed by PowerPoint. Last century rarely did the senior bosses hear the truth? We have entered the 21 century and the web will change filtering the facts from senior officials.
The key to success is having the right TEAM manage feedback in closed loop. A closed loop to SENIOR management will help save money and identify waste. The web has changed the way we communicate from parents to children and teachers. In business it is the customer, developer (engineers) to the corporate CEO spending the money. In our case it is the taxpayers.
Here are a few examples of feedback web pages from just a few products and major corporations.
https://www.suntrust.com/portal/server.pt?space=CommunityPage&control=SetCommunity&PageID=0&CommunityID=894
http://www.microsoft.com/mac/contactus.mspx
http://www.google.com/contact/
http://www.adobe.com/bin/webfeedback.cgi
http://forums.verizon.com/t5/Forum-Feedback-and-Suggestions/bd-p/Feedback_and_Suggestions
http://bestbuy.suggestionbox.com/
http://walmartstores.com/contactus/feedback.aspx
http://listening.buffalowildwings.com/
http://www.outback.org.uk/feedback.htm
http://redlobster.suggestionbox.com/
http://www.mcdonalds.com/us/en/contact_us.html
http://burgerking.suggestionbox.com/
http://chick-fil-a.suggestionbox.com/
http://publixgrocerystores.suggestionbox.com/
http://www.chevron.com/contact/
http://www.fordvehicles.com/help/contact/
http://www.chevrolet.com/pages/mds/helpcenter/contactUs.do
A web page 4-8 hours of manpower, the saving will be in the billions and this will lead to efficient products in a timelier manner!!