While at New America I have been focused on researching the reality of government service delivery, innovation and design. If I have learned one thing from a career in research, it’s that your findings are never going to be what you expect them to be. Which is why research is so much fun. Most of these papers reflect that surprise — I always like to be honest about what our expectations were, and what the reality turned out to be.

Political Ideology Slows Emergency Help for Renters Lessons from a Public Interest Technology Analysis

Lessons for Congress from Implementation of the Emergency Rental Assistance Program

Explainer: Executive Order on Federal Customer Service

Making the Most Change Doesn’t Always Mean Running for Office

Building and Reusing Open Source Tools for Government

Getting the Work Done: What Government Innovation Really Looks Like

Digital Service Development Needs an Ethical Pause (Stanford Social Innovation Review)

Why Didn’t More Americans Use COVID Exposure Notification Apps? (Slate Magazine)