There is little debate, when you talk to practitioners and civil servants, that reform is needed. But what is less clear is how to do it right. Musk and Ramaswamy seem to be offering a shock and awe approach that will strip government down to the bare bones. If they are actually serious about this endeavor, they should take stock, study what’s worked before, and focus on how to make government not just more efficient, but more effective.
It is with some irony that one of the first projects the leaders of DOGE floated was turning tax filing into an online app. Why? Because the IRS and states around the country have spent the last 18 months doing precisely that through the Direct File program, which has been a smash hit with the taxpayers who have used it.
As we all know, filing taxes is, in the best-case scenario, a pain. It’s a process that can be so complicated and stress-inducing that millions of people whose incomes are below the filing threshold skip filing all together, leaving up to $12 billion in unclaimed tax credits on the table every year.
That’s why IRS leaders, state agencies, and partners in the nonprofit and civic tech communities have catalyzed a profound shift in how we think about doing our taxes through Direct File. Last year, taxpayers in 12 states were able to e-file their taxes for free directly with the IRS and their state tax agencies.
This transformative change was implemented with the lessons of digital government in mind — start slowly, put users at the center of the process, and iterate over time.
As a result, Direct File was a rousing success, with 9 of every 10 users surveyed rating their experience as above average. One respondent even said filing their taxes was fun (though I find that hard to believe). And now, there are plans to dramatically expand Direct File in its second tax year.
So as Musk and Ramaswamy prepare to move forward, they should avoid wanton slash and burn, and instead focus on a tailored approach to provide a great experience for government’s customers.
If they take a beat, they will find that there is a model for reform that has been adopted widely across the country. And Direct File is far from the only example.
Government agencies in both red and blue states are widely adopting technology to make applications for government services more digital, mobile-friendly, and easier to complete. Today, 77 percent of all safety net programs across the country have online applications. The result is reduced inefficiencies, less caseworker burnout, and an improved customer experience.
Utah has used entity resolution powered by AI to de-duplicate criminal records across disparate systems, enabling more efficient clearance of hundreds of thousands of eligible records.
GetCalFresh, a digital application assister for California’s version of the Supplemental Nutrition Assistance Program (SNAP), leveraged an AI chatbot to help answer simple applicant questions, speeding up the application process and allowing caseworkers to focus on more complex situations.
And Connecticut implemented text message reminders to make it easier for families to find and maintain the benefits they were eligible for, reducing unnecessary work to renew benefits on the part of state employees.
In each case, government leaders adopted the principles of human-centered technology and effective service delivery, which has led to better outcomes for the people they serve.
It starts with putting people first. This means having a clear understanding of who is being served and how technology can help deliver better services. For example, only 2 percent of government forms today are digitized, despite the fact that forms are the “front door” for most interactions with government. Whether it's applying for tax benefits or renewing a passport, designing digital forms thoughtfully and with input from real applicants is vital.
Next, a pilot-first approach enables government to build up to big changes. By starting small, government can gather data, identify issues early on, and make fixes before scaling to a larger population. The successful elements of a pilot can be scaled up, while what’s not working is left behind.
Even once scaled, a product is never “complete.” Government should keep iterating and improving upon solutions long after they’ve launched. This ensures outcomes and mitigates unforeseen harms that could cost the government even more time and funding.
Data-backed decisions are critical in making government more effective. Government decision-makers need real-time, actionable information to make the best possible choices. By carefully and transparently measuring outcomes, government can better surface what is working and what is not in order to maximize positive impact.
Finally, government should embrace the responsible use of AI. AI has the potential to transform how we interact with government, and it should be used thoughtfully. Looking to the future, AI will be a huge help for administering government systems — streamlining application processes and freeing up caseworker time to focus on the people who need real human assistance.
Across the country, people are closely watching the approach DOGE takes to transforming government.
If government services are slashed indiscriminately, millions of Americans will suffer. A better path would be to build an effective government that works for all. The stakes are too high to get this wrong.
Amanda Renteria is the CEO of Code for America. Her previous roles include serving as chief of operations for the California Department of Justice, as economic policy adviser to California Sen. Dianne Feinstein and as chief of staff to Michigan Sen. Debbie Stabenow.
