Tim O'Reilly Interview - OSCON 2014
summary
Argues that open source culture plus empathy and DevOps practices produce measurable results, not just nicer meetings: a Code for America food-stamps project uses a text-message intervention and cuts client churn by 40% decrease in drop-off, while healthcare.gov fails from waterfall procurement and broken promises. Advocates explicit Promise Theory—codified expectations between teams—to replace hope with testable promises and faster feedback loops that reveal whether a service actually works for real users.
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