The Successful US Government Project That Started with a "Flintstones" Pilot

Andrew Walker
October 29, 2024

The IRS's new "Direct File" tool lets taxpayers file directly, bypassing third-party vendors.
Using private-sector methods like user testing and iterative development, the project met early success with a targeted pilot group.
Positive feedback and successful scalability point to a promising expansion across more states.

It's refreshing to see a government project—a US one, no less—achieve such positive impact.

Highlights of the "Direct File" pilot:

Direct Filing for All: Eventually, "Direct File" will allow all taxpayers to file their returns independently, which isn't currently an option.
Breaking Tradition: The IRS abandoned the typical approach of outsourcing to vendors.
Adopting Private-Sector Methods: They adopted best practices from the private sector, such as user testing, iterative development and ongoing issue resolution.
Pilot Success with Small Scale: An internal team launched an initial pilot with less than 1% of the final target user base.
User-Centric Design: The solution was developed with extensive user consultation.
Simplified Pilot Group: The pilot was targeted to a group with straightforward needs, allowing the team to avoid building a full-scale system initially.
Successful Rollout: The pilot met user traffic demands and received strong positive feedback.
Scaling Up: The next phase will expand the programme to include users from an additional 12 states.

This is a great example of a "Flintstones" pilot, a simple yet powerful method I first encountered through a client in 2001.

What's the most successful government digital service you've used, and what made it work well for you?

Did someone forward this email to you? Want your own subscription? Head over here and sign yourself right up!

Back issues available here.

or to participate.