Starting with Procurement: As Governmental Agencies Increase the Role Technology Plays in Benefit Distribution, Inclusivity Must Remain at the Forefront (Kevin Harris, PhD)

Technology has often been referred to as a great equalizer. It is true that modern innovations including smart homes, smart cities, electronic banking, mobile computing, medical devices, and other internet of things (IoT) have had significant positive impacts. Unfortunately, certain segments of society face additional barriers due to limited access to technology or a lack of ability to utilize them. State and local government’s procurement processes related to technology have the potential to contribute to the existing inequalities of many families. The procurement process is a primary vetting step, or some would say an opportunity to weed out certain types of organizations. Agencies must ensure contracting and purchasing disparities are not overlooked in the push to innovate the benefit delivery systems. If the procurement process can be improved, there will inevitably be a positive downstream impact.

As governmental agencies increase the role technology contributes to the benefit distribution process, it is imperative that inclusivity remains at the forefront. Diversity in technology platform image selections as well as representation in marketing campaigns is a first step. Pilot testing must include a similar representation of the population who will be using the platform in order to receive adequate feedback prior to implementation. While the ability to receive payments via bank accounts is a viable option for many, it remains a barrier for others. Government agencies should work with technology companies to innovate effective ways to distribute payments for individuals who do not have traditional bank accounts or mailing addresses. Training programs should be developed and delivered in multiple languages to not only ensure systems are implemented but constituents are aware and understand how to utilize them. The training should be delivered in multiple formats including print, online and in person. In addition to ensuring technologies are effectively designed, government agencies should also review internal procurement and contracting processes to identify inclusivity barriers. Without a diverse design team, it is difficult to develop a product that is meeting the needs of the community. The question of who design systems must remain at the forefront of discussions.

In addition, the receipt of benefits should not require users to relinquish privacy and be subject to undue surveillance. Any platform utilized for benefit distribution should be externally reviewed for potential privacy and surveillance vulnerabilities. Users should clearly be made aware of any data collection even if it is aggregated. In no way should benefits be tied to the release of data. Strong data collection frameworks surrounding benefit technology platforms should be developed and adopted by state and local governments to protect recipients. Additionally, an accessibility component should be included to ensure implementations have an accommodations review. Communities that are often in need of alternative ways to seek information because of impairments or other needs can be overlooked when technology implementations are made without an accommodations review.

Creating a strong framework and developing platforms with both innovation and ethics as core components will not only allow the effective distribution of benefits but build stronger communities of trust. Traditional government procurement policies encourage the status quo by focusing on low-bids which often translates to large organizations that can purchase in bulk and respond quickly to electronic RFPs. The opportunity to engage with quality underserved businesses should be embraced, potentially leading to a stronger platform. Diversity elements should be included in the selection criteria for new vendors as well as new contracts with existing vendors. It is critical agencies remove the norm of what a technology partner is by ensuring an equitable selection criterion. An early focus on inclusivity during the product/vendor procurement process builds a strong foundation that government agencies can build upon throughout the remaining development and implementation stages.