"Well, first things first: User needs. An empathetic service would ground itself in the concrete needs of concrete people. It’s not about innovation, big data, government-as-a-platform, transparency, crowd-funding, open data, or civic tech. It’s about people. Learning to prioritize people and their needs will be a long slog. It’s the kind of change that happens slowly, one person at a time. But we should start."
- #JakeSolomon, 2014
So true. There's also a follow-up by a different author, Jennifer Pahlka:
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