b'ViewpointsAny agency that collects data on improper payments orHowever, an overfocus on policy does not create better misuse of government programs should also collect data ongovernment services. Francis Fukuyama notes that being ease of use and eligible beneficiaries of those using skilled in policy analysis is woefully inadequate to bring the service.about policy change in the real world. Policy analysis will tell you what the optimal policy should be, but it does not Gain Leadership Buy-In tell you how to achieve that outcome. 4How we achieve In their book Power to the Public, Tara Dawson McGuinnessthat outcome requires leadership and dedicated public and Hana Schank explain that a leader willing to worryservants with the right tools and skills.about delivery is essential. Service delivery must be a priority of senior government executives. Released inReduce the Risk of Negative ConsequencesDecember 2021 and signed by agency deputy secretaries,Fear of congressional investigation is a barrier to President Bidens Presidential Management Agenda Visionexperimentation. This is the hardest to fix. There is incentive commits to delivering excellent, equitable and secure for those who dont like a program to make it burdensome federal services and customer experiences. To continueand gum up how it works.to improve government service, leadership buy-in and incentives are essential.In December 2021, the White House released a report on improper payments for COVID relief funds, 5explaining that Develop Skills improper payments had increased in the past year due to the Starting with the U.K.s Government Digital Service. (GDS),increase in payments from new programs related to COVID governments around the world have established digitalrelief. On one hand, government services should be easier services teams to help agencies more effectively leverageto use and have a lower administrative burden. Yet improper digital technologies to better serve their constituencies. To dopayments from the government has also gone up when the this well, governments have recognized the need to diversifygovernment made programs easier to access. the skills it needs for this digital age. This includes hiring those with data science, customer experience, and services delivery skill to complement their public administration and public policy professionals. 2022 IBM Center for The Business of Government 85'