TED2016
Haley Van Dyck: How a start-up in the White House is changing business as usual
黑利·范·戴克: 初创团队是如何照例改善白宫的工作效率的
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Readability: 4.2
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黑利·范·戴克正在改变美国为大众提供重要服务的方式。在美国数字服务局，范·戴克和她的团队将在硅谷和私人部门取得的经验，用来为老兵、移民、残疾人等提供更好的服务，意图打造一个更好的政府。“我们不关心政治，”她说，“我们关心的是如何让政府更好地运营，毕竟这是我们唯一的政府。”
Haley Van Dyck - Disrupter
Haley Van Dyck is building a startup at the White House and recruiting world-class technology talent to change how government works for the American people. Full bio
Haley Van Dyck is building a startup at the White House and recruiting world-class technology talent to change how government works for the American people. Full bio
Double-click the English transcript below to play the video.
00:12
I'm here to talk to you today
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今天我要向各位讲述
一个我们都习惯性认为
00:14
about a story that we have all
been conditioned to believe
been conditioned to believe
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00:17
is not possible.
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不可能发生的故事
这是关于一个鲜活的初创团队
00:19
It's a story about a living,
breathing start-up
breathing start-up
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在不可能的环境：即美国政府中
00:21
flourishing in an unlikely environment:
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运筹帷幄的故事
00:24
the United States government.
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00:25
Now, this start-up is fundamentally
beginning to disrupt
beginning to disrupt
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现在这个初创团队正在
00:28
the way government does
business from the inside out.
business from the inside out.
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由内而外地从根本上
改变政府运作的方式
改变政府运作的方式
但在此之前，
我们先看看存在的问题是什么
我们先看看存在的问题是什么
00:31
But before I get there,
let's start with the problem.
let's start with the problem.
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对于我来说，
这个问题开始于一个数字：137
这个问题开始于一个数字：137
00:33
For me, the problem begins
with a number: 137.
with a number: 137.
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00:37
137 is the average number of days
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137是一个老兵
需要等待退伍福利的平均天数
00:41
a veteran has to wait to have benefits
processed by the VA.
processed by the VA.
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137天
00:44
137 days.
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仅仅是准备福利申请材料
00:47
Now, in order to file that application
in the first place,
in the first place,
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她就需要浏览1000多个不同的网站
00:49
she has to navigate
over 1,000 different websites
over 1,000 different websites
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以及900多个不同的电话号码
00:53
and over 900 different call-in numbers,
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这些网站和号码都属于
政府，并由其掌管
政府，并由其掌管
00:56
all owned and operated
by the United States government.
by the United States government.
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01:00
Now, we live in times
of incredible change.
of incredible change.
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我们现在生活在一个飞速变化的时代
01:03
The private sector is constantly changing
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私人机构在不断地变化
不断地自我改进
01:05
and improving itself all the time.
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事实上，他们改善了我生活中
任何一点我可能想到的
任何一点我可能想到的
01:07
For that matter, it's removing
every single inconvenience in my life
every single inconvenience in my life
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不方便的地方
01:10
that I could possibly think of.
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我可以坐在公寓的沙发上
01:12
I could be sitting on my couch
in my apartment,
in my apartment,
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用电话订一份热腾腾的无麸质美食
01:15
and from my phone, I can order
a warm, gluten-free meal
a warm, gluten-free meal
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01:18
that can arrive at my door
in less than 10 minutes.
in less than 10 minutes.
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让它在十分钟之内送达我的门口
01:21
But meanwhile, a working mother
who depends on food stamps
who depends on food stamps
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但同时一位依靠食品券
来养家糊口的职场母亲
01:25
to support her family
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01:27
has to complete an arduous,
complicated application
complicated application
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却需要完成一份复杂繁琐的申请表
甚至都不能网上提交
01:30
which she might not even
be able to do online.
be able to do online.
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她无法在沙发上做相同的事情
01:33
And the inability of her to do that same
work from her couch means
work from her couch means
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这意味着她需要从工作时间中
抽出几小时甚至是几天时间
抽出几小时甚至是几天时间
01:37
that she might be having to take
days or hours off of work
days or hours off of work
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01:40
that she can't spare.
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而这几乎不可能
01:43
And this growing dichotomy
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这个存在于科技革命的受益者
和那些无法受益的人之间
01:45
between the beneficiaries
of the tech revolution
of the tech revolution
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01:48
and those it's left behind
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日益加深的鸿沟
是我们这个时代
所面临的最大的挑战之一
所面临的最大的挑战之一
01:49
is one of the greatest
challenges of our time --
challenges of our time --
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（掌声）
01:51
(Applause)
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01:57
Because government's failure
to deliver digital services that work
to deliver digital services that work
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因为政府并没有很好地普及数字化服务
这严重影响了那些
最需要这项服务的人们
最需要这项服务的人们
02:01
is disproportionately impacting
the very people who need it most.
the very people who need it most.
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这影响了想要去念大学的学生
02:06
It's impacting the students
trying to go to college,
trying to go to college,
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那些尽力去争取医疗保险的单身母亲
02:09
the single mothers
trying to get health care,
trying to get health care,
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那些从战场回到家中的老兵
02:11
the veterans coming home from battle.
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他们无法在急需之时获得帮助
02:12
They can't get what they need
when they need it.
when they need it.
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对于这些美国人来说
02:16
And for these Americans,
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政府的概念不只是一场
四年一次的总统选举
四年一次的总统选举
02:17
government is more than just
a presidential election every four years.
a presidential election every four years.
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政府是能够提供给他们服务的生命线
02:21
Government is a lifeline
that provides services they need
that provides services they need
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这些服务是他们所需的，依赖的，应得的
02:24
and depend on and deserve.
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也就是，坦白讲
02:26
Which is, quite frankly,
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政府本就应该高效运作，
而不能烂摊子遍地
而不能烂摊子遍地
02:27
why government needs to get
its shit together and catch up.
its shit together and catch up.
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只是个人想法
02:31
Just saying.
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（掌声）
02:32
(Applause)
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02:35
Now, this wasn't always a problem
I was passionate about.
I was passionate about.
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以前这并不是一个我非常关注的问题
02:38
When I joined President Obama's
campaign in 2008,
campaign in 2008,
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当我加入奥巴马总统2008年的
选举运动之时
选举运动之时
02:41
we brought the tech industry's
best practices into politics.
best practices into politics.
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我们将科技产业最好的实践经验
引入了政治活动中
引入了政治活动中
02:44
We earned more money,
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我们赚了更多的钱
招募了更多的志愿者
02:46
we engaged more volunteers
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我们赢得了政治选举史上最多的选票
02:48
and we earned more votes
than any political campaign in history.
than any political campaign in history.
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我们是一个永久性改变了
政治游戏的前沿初创团队
政治游戏的前沿初创团队
02:52
We were a cutting-edge start-up
that changed the game of politics forever.
that changed the game of politics forever.
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所以当奥巴马总统让我们中的小部分人
02:55
So when the President asked
a small group of us
a small group of us
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02:58
to bring that very same disruption
directly into government,
directly into government,
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将同样彻底的变革带入政府
我知道这绝非易事
03:01
I knew it wasn't going to be easy work,
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但我仍然热情高涨，迫不及待要开始工作
03:02
but I was eager and showed up
ready to get to work.
ready to get to work.
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03:06
Now, on my first day in DC,
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我第一天到华盛顿的时候
第一天在政府中任职
03:09
my first day in government,
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我走进办公室，
他们给了我一台笔记本电脑
他们给了我一台笔记本电脑
03:11
I walked into the office
and they handed me a laptop.
and they handed me a laptop.
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里面的操作系统是Windows 98
03:14
And the laptop was running Windows 98.
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（笑声）
03:17
(Laughter)
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我是说，从政府更新这台电脑的系统以来
03:18
I mean, three entire presidential
elections had come and gone
elections had come and gone
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已经过去了整整三届总统大选
03:22
since the government had updated
the operating system on that computer.
the operating system on that computer.
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03:25
Three elections!
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三届！
03:28
Which is when we realized
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这时我们意识到
问题比我们想象中的还要麻烦
03:29
this problem was a whole lot bigger
than we ever could have imagined.
than we ever could have imagined.
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我来给你们分析一下当前的形势
03:33
Let me paint the picture for you.
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03:36
The federal government is the largest
institution in the world.
institution in the world.
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联邦政府是世界上最大的机构
它每年在联邦IT项目上花费860亿美元——
03:40
It spends over 86 billion dollars
a year -- 86 billion --
a year -- 86 billion --
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860亿——
03:44
on federal IT projects.
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03:46
For context:
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为了方便你们理解：
这比所有风险资本
行业整整一年的支出
行业整整一年的支出
03:47
that is more than the entire
venture capital industry spends
venture capital industry spends
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03:50
annually -- on everything.
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还要多
03:53
Now, the problem here
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现在的问题是
纳税人没有得到我们付钱应得的服务
03:55
is that we the taxpayers
are not getting what we pay for,
are not getting what we pay for,
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因为有94%的联邦IT项目
03:59
because 94 percent of federal IT projects
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都超出了预算或是逾期完成
04:03
are over budget or behind schedule.
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94%！
04:05
94 percent!
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不用算了，
04:07
For those of you keeping score,
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没错，94已经很接近100了
04:08
yes, the number 94 is very close to 100.
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（笑声）
04:10
(Laughter)
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04:13
There's another problem:
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还有一个问题
40%的项目永远没有完成过
04:14
40 percent of those never end up
seeing the light of day.
seeing the light of day.
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它们被彻底废除或是抛弃了
04:18
They are completely scrapped or abandoned.
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这对任何组织来说都是
一个极其痛苦的时刻
一个极其痛苦的时刻
04:21
Now, this is a very existentially
painful moment for any organization,
painful moment for any organization,
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因为这意味着如果政府继续按照
04:25
because it means as government
continues to operate
continues to operate
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计划去运作
04:28
as it's programmed to do,
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失败是在所难免的
04:29
failure is nearly inevitable.
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04:31
And when the status quo
is the riskiest option,
is the riskiest option,
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如果当前面临的是最冒险的选择
这意味着除了彻底的改革
04:34
that means there is simply no other choice
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我们别无选择
04:37
than radical disruption.
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04:40
So, what do we do about it?
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那么，我们对此能做什么呢
04:42
How do we fix this?
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该如何解决这个问题呢
04:45
Well, the irony of all of this
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然而，讽刺的是
我们仅仅需要借鉴自己本土的经验就够了
04:47
is that we actually don't have to look
any further than our backyard,
any further than our backyard,
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因为美国恰恰是20年前给世界带来
04:51
because right here in America
are the very ideas, the very people,
are the very ideas, the very people,
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彻底变革的理念和民众的
04:54
who have swept our world
into a radically different place
into a radically different place
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诞生之地
04:57
than it was two decades ago.
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那么如果申请学生贷款和老兵福利
04:59
So what would it look like
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就像我从家里订购猫粮一样容易
05:01
if it was actually as easy to get
student loans or veterans' benefits
student loans or veterans' benefits
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那该会是怎样的一番景象
05:04
as it is to order cat food to my house?
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05:08
What would it look like
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如果有一条便捷的途径
05:10
if there was an easy pathway
for the very entrepreneurs and innovators
for the very entrepreneurs and innovators
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让那些曾为科技界带来变革的
企业家和创新者
企业家和创新者
05:14
who have disrupted our tech sector
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为政府带来变革
又会是怎样一种状况
05:16
to come and disrupt their government?
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05:18
Well, my friends,
here's where we get to talk
here's where we get to talk
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亲爱的朋友们，现在是时候来讨论一下
我们发现的能为政府带来变革的
05:21
about some of the exciting
new formulas we've discovered
new formulas we've discovered
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新策略了
05:23
for creating change in government.
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让我们进入美国数字服务局
05:25
Enter the United States Digital Service.
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05:28
The United States Digital Service
is a new network of start-ups,
is a new network of start-ups,
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美国数字服务局是一个新的
初创团队网
初创团队网
一个为团队服务的团队
05:31
a team of teams,
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供政府中的团队们组织
起来创造根本性的变革
起来创造根本性的变革
05:33
organizing themselves across government
to create radical change.
to create radical change.
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05:38
The mission of the United States
Digital Service is to help government
Digital Service is to help government
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美国数字服务局的宗旨是帮助政府
以极低的价格
05:41
deliver world-class digital services
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为学生、移民、儿童、老人
——每个人——
——每个人——
05:43
for students, immigrants,
children, the elderly -- everybody --
children, the elderly -- everybody --
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提供世界一流的数字化服务
05:48
at dramatically lower costs.
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05:51
We are essentially trying to build
a more awesome government,
a more awesome government,
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实际上，我们正在尽力为当下的人们
创立一个民享、民治的先进政府机构
05:55
for the people, by the people, today.
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我们不关心…（掌声）谢谢
05:57
We don't care -- (Applause) Thank you.
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（掌声）
05:59
(Applause)
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谁不想要一个更棒的政府呢
06:01
Who doesn't want a more
awesome government, right?
awesome government, right?
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06:04
We don't care about politics.
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我们才不关心政治
我们在乎的是如何让
政府工作起来更有效
政府工作起来更有效
06:07
We care about making
government work better,
government work better,
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因为我们只有这一个政府
06:09
because it's the only one we've got.
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（掌声）
06:11
(Applause)
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06:13
Now, you can think of our team --
well, it's pretty funny --
well, it's pretty funny --
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你可以这样想我们的团队——
这很有意思——
这很有意思——
把我们的团队想成和平护卫队，
06:17
you can think
of our team a little bit like
of our team a little bit like
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美国国防部高级研究计划局
和海豹六队的结合体。
和海豹六队的结合体。
06:19
the Peace Corps meets DARPA
meets SEAL Team 6.
meets SEAL Team 6.
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06:22
We're like the Peace Corps for nerds,
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我们像是由“书呆子”
组成的和平护卫队
组成的和平护卫队
但我们并不是到有趣刺激的远方去旅行
06:24
but instead of traveling to crazy,
interesting, far-off places,
interesting, far-off places,
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而是花很多时间呆在室内，
呆在电脑后面
呆在电脑后面
06:27
you spend a lot of time indoors,
behind computers,
behind computers,
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帮着修复我们的民主结构
06:29
helping restore the fabric
of our democracy.
of our democracy.
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（笑声）
06:31
(Laughter)
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06:33
Now, this team -- our playbook
for the United States Digital Service
for the United States Digital Service
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我们的团队为美国电子服务系统
编写的剧本
编写的剧本
很简单
06:38
is pretty simple.
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06:40
The first play is we recruit
the very best talent
the very best talent
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第一步，我们招募这个国家
最出色的人才
06:43
our country has to offer,
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招募他们短时间为政府效力
06:45
and recruit them for short tours
of duty inside government.
of duty inside government.
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正是这些人建造的产品和公司
06:48
These are the very people who have helped
build the products and companies
build the products and companies
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让我们国家的科技领域走在
全世界创新的前沿
全世界创新的前沿
06:51
that have made our tech sector amongst
the most innovative in the world.
the most innovative in the world.
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其次，我们把政府内尽职尽责
06:55
Second, we pair these incredible
people from the tech core
people from the tech core
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在一线创造改变的公仆和科技领域核心的
06:58
with the dedicated civil servants
already inside government
already inside government
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优秀人才配对
07:01
on the ground creating change.
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第三，我们有策略地有效利用他们
07:03
Third, we strategically deploy them
in a targeted formation
in a targeted formation
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来开展政府提供的肩负重大使命
07:07
at the most mission-critical,
life-changing, important services
life-changing, important services
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能够改变生活的重要服务
07:10
that government offers.
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最后，我们为他们提供下至机构领导层
07:12
And finally, we give them
massive air cover,
massive air cover,
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高至总统的
07:14
from the leadership inside the agencies
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大规模“空中掩护”
07:16
all the way up to the President himself,
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来让这些服务变得更好
07:19
to transform these services
for the better.
for the better.
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07:22
Now, this team is beginning to disrupt
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现在这个团队正在从里到外的
改变政府运作的方式
07:25
how government does business
from the inside out.
from the inside out.
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07:28
If you study classic
patterns of disruption,
patterns of disruption,
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如果你研究了变革的经典模式
一种非常普通的模式是很简单的
07:31
one very common pattern is rather simple.
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当把一个领域内已经
成为惯例或者标准的东西
成为惯例或者标准的东西
07:34
It's to take something that has become
routine and standard in one industry
routine and standard in one industry
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应用到另一个领域，将会给这个领域
07:37
and apply it to another
where it's a radical departure
where it's a radical departure
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带来飞跃
07:40
from the status quo.
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07:41
Think about what Airbnb took
that was normal from hospitality
that was normal from hospitality
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想象Airbnb从好客的常态中发展出的
给我的公寓带来革命性变化的创新
07:45
and revolutionized my apartment.
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07:48
The United States Digital Service
is doing exactly that.
is doing exactly that.
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这也正是美国数字服务局
正在做的事情
正在做的事情
我们从硅谷和私人部门汲取
07:50
We are taking what Silicon Valley
and the private sector has learned
and the private sector has learned
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辛苦积累的成功经验
07:54
through a ton of hard work
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来以更低的价格为用户提供满意的
07:55
about how to build
planetary-scale digital services
planetary-scale digital services
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大规模的数字化服务
07:58
that delight users at lower cost,
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我们把这应用于政府
08:00
and we're applying that to government,
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对于现存的情况是一个巨大的飞跃
08:01
where it is a radical departure
from the status quo.
from the status quo.
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好消息是
08:04
Now, the good news is:
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08:07
it's starting to work.
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初步成效已经开始显现了
08:09
We know this because we can
already see the results
already see the results
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我们知道奏效了，是因为我们看到了诸如
我们早先对Healthcare.gov
08:12
from some of our early projects,
like the rescue effort of Healthcare.gov,
like the rescue effort of Healthcare.gov,
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所出现的问题进行的改善
08:15
when that went off the rails.
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解决Healthcare.gov 的问题
是我们改变的第一步
是我们改变的第一步
08:17
Fixing Healthcare.gov was the first place
that we ran this play,
that we ran this play,
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今天我们正在复制同样的经验
08:21
and today we are taking that same play
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并大规模运用到由许多政府机构
08:23
and scaling it across a large number
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提供的最为重要的公民服务中去
08:24
of government's most important
citizen-facing services.
citizen-facing services.
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08:29
Now, if I can take a moment
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现在让我花点时间
赞扬一下我们这个团队——
08:31
and brag about the team for a second --
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这个团队囊括了我能够想到的
08:33
it is the highest
concentration of badasses
concentration of badasses
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最棒的人
08:36
I could have ever dreamed of.
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我们有来自像谷歌、脸书、
亚马逊、推特等公司的
亚马逊、推特等公司的
08:38
We have top talent from Google,
Facebook, Amazon, Twitter and the likes,
Facebook, Amazon, Twitter and the likes,
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天才们加入
08:42
all on staff today,
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共同选择加入他们的政府
08:44
all choosing to join their government.
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最棒的是
08:47
And what's incredible is,
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每个人不仅智慧超群，
而且十分热情和善良
而且十分热情和善良
08:48
everybody is as eager and kind
as they are intelligent.
as they are intelligent.
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我还要顺便补充一句，
有半数以上的人都是女性
有半数以上的人都是女性
08:52
And I might add, by the way,
over half of us are women.
over half of us are women.
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（掌声）
08:56
(Applause)
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09:03
The best way to understand this strategy
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最好的理解这个策略的方式
是通过一些案例来理解在实际中
09:05
is actually to walk through
a couple of examples
a couple of examples
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这个策略是怎么实施的
09:07
of how it's working out in the wild.
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我会很快给出两个例子
09:09
I'm going to give you
two examples quickly.
two examples quickly.
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2012
第一个例子跟移民有关
09:11
The first one is about immigration.
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09:13
This, my friends, is your typical
immigration application.
immigration application.
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亲爱的朋友们，
这是一份典型的移民申请
这是一份典型的移民申请
是的，你猜的没错——
09:17
Yes, you guessed it --
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它几乎全是纸质的申请
09:18
it's almost entirely paper-based.
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即使是最顺利的情况下
09:21
In the best case,
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整个申请过程也要耗费6到8个月
09:22
the application takes about six
to eight months to process.
to eight months to process.
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这份申请会在6个以上的处理中心之间
09:25
It is physically shipped thousands
of miles -- thousands of miles! --
of miles -- thousands of miles! --
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辗转运输上千英里，上千英里！
09:29
between no less than six
processing centers.
processing centers.
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09:32
Now, little story:
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现在，我要讲个小故事，
09:34
about a decade ago,
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大概十年前
政府想到如果申请能够通过网络系统
09:35
the government thought
that if it brought this system online,
that if it brought this system online,
206
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2877
那会为纳税人省钱
并且提供更好的服务
并且提供更好的服务
09:38
it could save taxpayer dollars
and provide a better service,
and provide a better service,
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这是一个很好的想法
09:41
which was a great idea.
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然后，
一个典型的政府处理流程开始了
一个典型的政府处理流程开始了
09:42
So, the typical government process began.
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09:45
Six years and 1.2 billion dollars later,
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在经过6年的时间，
耗费了12亿美元之后
耗费了12亿美元之后
却没有什么实际的成果
09:50
no working product was delivered --
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12亿换来一个不尽如人意的结果
09:52
1.2 billion with a "B."
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09:55
Now at this point, the agency responsible,
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在这个节骨眼上，
负责此事的政府机构
负责此事的政府机构
美国公民及移民服务处
09:58
US Citizenship and Immigration Services,
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本可以继续往
这个失败的项目里投钱
这个失败的项目里投钱
09:59
could have kept pouring money
into the failing program.
into the failing program.
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很遗憾，这种事儿经常发生
10:02
Sadly, that's what often happens.
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这就是现有的情况
10:04
That's the status quo today.
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但他们没有继续投钱
10:06
But they didn't.
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政府内部的人员
10:07
The dedicated civil servants
inside the agency
inside the agency
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决定要站出来呼吁改变
10:09
decided to stand up and call for change.
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我们启用了一个只有6个人的小团队
10:11
We deployed a small team
of just six people,
of just six people,
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很多人不知道的是
10:14
and what many people don't know is
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改变Healthcare.gov的团队
10:16
that's the same size as the rescue
effort of Healthcare.gov --
effort of Healthcare.gov --
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也是只有6个人
10:19
just six people.
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那个团队加入了改变这个项目的
10:20
And that team jumped in, side-by-side,
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政府机构，与他们并肩
10:22
to support the agency
in transitioning this project
in transitioning this project
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把这个项目变成了一个
更现代化的商业和发展实践
更现代化的商业和发展实践
10:24
into more modern business practices,
more modern development practices.
more modern development practices.
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10:29
Now, in non-tech speak,
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通俗点说
10:30
what that basically means
is taking big, multi-year projects
is taking big, multi-year projects
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就是把需要很多年完成的大型项目
分解成一个个小的环节
10:34
and breaking them up
into bite-sized chunks,
into bite-sized chunks,
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2315
这样我们能够减少风险
10:36
so that way we can reduce the risk
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每隔几周就能看到效果
10:38
and actually start to see results
every couple of weeks,
every couple of weeks,
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而不是在黑暗中摸索了这么多年
10:41
instead of waiting
in a black box for years.
in a black box for years.
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2161
在我们团队抵达第一线的
不到三个月的时间里
不到三个月的时间里
10:43
So within less than three months
of our team being on the ground,
of our team being on the ground,
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我们已经能够让第一个产品上线了
10:46
we were already able to push
our first products to production.
our first products to production.
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10:50
The first one, this is the form I-90.
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2612
第一个产品是I-90表格
这个表格是用来递交
更换绿卡的申请
更换绿卡的申请
10:52
This is used to file
for your replacement green card.
for your replacement green card.
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对于移民签证的持有者来说
10:56
Now, for immigrant visa holders,
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644208
1565
更换绿卡是非常重要的事情
10:57
a replacement green card is a big deal.
239
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绿卡是你身份的证明
11:00
Your green card is your proof
of identification,
of identification,
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2258
是你工作的授权
11:02
it's your work authorization,
241
650991
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是你能够呆在这个国家的证明
11:04
it's the proof that you can
be here in this country.
be here in this country.
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所以等待政府6个月的处理时间
11:06
So waiting six months while the government
processes the replacement
processes the replacement
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3221
太让人头疼了
11:10
is not cool.
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1200
今天我激动地告诉你们
11:11
I'm excited to tell you that today,
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659346
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你们现在第一次可以全部通过
网上系统来申请绿卡更换
网上系统来申请绿卡更换
11:13
you can now, for the first time,
file for a replacement green card
file for a replacement green card
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全程不需任何人接触一张纸
11:16
entirely online without anyone
touching a piece of paper.
touching a piece of paper.
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3203
这会更快，更便宜
11:19
It is faster, it is cheaper,
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667469
2018
对于申请人和政府雇员来说
11:21
and it's a better user experience
for the applicant
for the applicant
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这都是一个更好的用户体验
11:23
and the government employees alike.
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（掌声）
11:25
(Applause)
251
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3517
11:32
Another one, quickly.
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我再举一个简短的例子
去年秋天，我们刚刚发布了
一个全新的模拟公民考试系统
一个全新的模拟公民考试系统
11:33
Last fall, we just released
a brand-new practice civics test.
a brand-new practice civics test.
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3247
要想成为一个美国公民
11:37
So as part of becoming a US citizen,
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2240
你必须得通过一个公民考试
11:39
you have to pass a civics test.
255
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2350
对于已经参加过考试的人来说，
这是一个压力山大的过程
这是一个压力山大的过程
11:41
For anyone who has taken this test,
it can be quite the stressful process.
it can be quite the stressful process.
256
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所以我们团队发布了一个
通俗易懂，便于操作的工具
通俗易懂，便于操作的工具
11:46
So our team released a very easy,
simple-to-use tool in plain language
simple-to-use tool in plain language
257
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4587
来帮助人们准备考试
11:50
to help people prepare,
258
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2156
帮助他们缓解紧张的情绪
11:52
to help ease their nerves,
259
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1674
帮助他们获得更多自信
11:54
to help them feel more confident
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1730
来开始追求美国梦的下一步
11:56
in taking the next step
in pursuing their American dream.
in pursuing their American dream.
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3431
因为所有的移民工作
11:59
Because all of this work,
all of this work on immigration,
all of this work on immigration,
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2911
是关乎简化复杂的过程，使之更加人性化
12:02
is about taking complicated processes
and making them more human.
and making them more human.
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3835
12:07
The other day, one of the dedicated
civil servants on the ground
civil servants on the ground
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3030
那天，一个工作在第一线的公务员
说了一句意味深长的话
12:10
said something incredibly profound.
265
718581
2878
她说她自从为政府效力以来
12:13
She said that she's never been
this hopeful or optimistic
this hopeful or optimistic
266
721483
3223
12:16
about a project in her entire
time in government.
time in government.
267
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2713
从来没有像现在这样充满希望
12:20
And she's been doing this for 30 years.
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2367
她已经为政府效力了30年
12:23
That is exactly the kind of hope
and culture change
and culture change
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2421
这正是我们尽力去营造的希望
和文化上的改变
12:25
we are trying to create.
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12:27
For my second example, I want to bring
it back to veterans for a second,
it back to veterans for a second,
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3484
我第二个例子想要再回到
老兵的话题上来
老兵的话题上来
回到我们正在为他们打造的
退伍老兵事务部
退伍老兵事务部
12:30
and what we are doing to build them a VA
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1950
对得起他们曾付出的服务和牺牲
12:32
that is worthy of their service
and their sacrifice.
and their sacrifice.
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2815
12:36
I'm proud to say
that just a few months ago,
that just a few months ago,
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2168
我很骄傲地说，就在几个月前
我们发布了一个新网站，
Vets.gov的
Vets.gov的
12:38
we released a brand-new beta
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1896
全新测试版本
12:40
of a new website, Vets.gov.
276
748241
2068
12:42
Vets.gov is a simple, easy-to-use website
277
750920
1985
Vets.gov是一个操作简单的网站
它把老兵在网络上
所需的所有服务集于一身
所需的所有服务集于一身
12:44
that brings all of the online services
a veteran needs into one place.
a veteran needs into one place.
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3736
所有的服务都在一家网站，
而非几千家网站
而非几千家网站
12:48
One website, not thousands.
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2715
12:52
The site is a work in progress,
but it's significant progress,
but it's significant progress,
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2999
这个网站正在逐步运行
但已经取得了很大的进展
但已经取得了很大的进展
因为这个网站是为最需要它的
12:55
because it's designed
with the users who matter most:
with the users who matter most:
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2587
老兵们设计的
12:57
the veterans themselves.
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765800
1905
这可能听起来很显而易见，
因为本该如此
因为本该如此
12:59
This might sound incredibly obvious,
because it should be,
because it should be,
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2793
但遗憾的是这并不是政府的常态
13:02
but sadly, this isn't
normal for government.
normal for government.
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2222
通常的情况是，产品决定
是由利益相关者的委员会下达的
是由利益相关者的委员会下达的
13:04
Far too often, product decisions
are made by committees of stakeholders
are made by committees of stakeholders
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3444
这些委员会尽力去代表用户的利益
13:08
who do their best to represent
the interests of the user,
the interests of the user,
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2682
但他们不一定是用户本身
13:10
but they're not necessarily
the users themselves.
the users themselves.
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2304
所以我们处理老兵事务的团队
动身去研究数据
动身去研究数据
13:13
So our team at the VA went out,
we looked at the data,
we looked at the data,
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2541
去跟老兵们交流
13:15
we talked to veterans themselves
289
783859
1664
我们从简单的小规模问题开始
13:17
and we started simple and small,
290
785547
1588
13:19
with the two most important services
that matter most to them:
that matter most to them:
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787159
3384
从两个对他们来说最重要的项目开始着手
教育福利和残疾福利
13:22
education benefits
and disability benefits.
and disability benefits.
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2779
13:25
I'm proud to say that they are
live on the site today,
live on the site today,
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2644
我很骄傲地告诉大家
这两项服务目前已经上线
这两项服务目前已经上线
团队们也在致力于精简更多的服务
13:28
and as the team continues
to streamline more services,
to streamline more services,
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2538
这些服务将会被移到Vets.gov上来，
而旧网站将被关闭
而旧网站将被关闭
13:31
they will be ported over here,
and the old sites, shut down.
and the old sites, shut down.
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（掌声）
13:33
(Applause)
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4366
13:39
To me, this is what change
looks like in 2016.
looks like in 2016.
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对我来说，这就是2016的新变化
13:44
When you walk out of the Oval Office,
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1774
当你步入白宫的椭圆形办公室
我第一次走进那里的时候，
我注意到
我注意到
13:46
the first time I was ever
there, I noticed a quote
there, I noticed a quote
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814291
2341
总统绣在地毯上的一句名言
13:48
the President had embroidered on the rug.
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816656
1967
是经典的肯尼迪语录
13:50
It's the classic JFK quote.
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1905
“没有关乎人类命运的
问题是超乎人类本身的”
问题是超乎人类本身的”
13:52
It says, "No problem of human destiny
is beyond human beings."
is beyond human beings."
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4367
13:57
It's true.
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1350
千真万确
我们现在有解决这些问题的工具
13:59
We have the tools to solve these problems.
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3143
我们的工具可以让我们的社会、
国家团结起来
国家团结起来
14:02
We have the tools to come together
as a society, as a country,
as a society, as a country,
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3285
14:05
and to fix this together.
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833732
1961
共同解决这些问题
14:08
Yes, it's hard.
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1617
没错，这会很难
14:10
It's particularly hard
when we have to fight,
when we have to fight,
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2103
当我们拒绝向“一切不会改变”的
14:12
when we have to refuse to succumb
to the belief that things won't change.
to the belief that things won't change.
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4054
信念屈服时尤其艰难
14:16
But in my experience,
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1730
但从我的经验来看
最难的事情往往是最值得做的事情
14:18
it's often the hardest things
that are the most worth doing,
that are the most worth doing,
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3460
因为如果我们不去做这些事
14:21
because if we don't do them,
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1805
谁会来做呢
14:23
who will?
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1413
这是我们的责任
14:25
This is on us,
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2008
这是我们所有人共同的责任
14:27
all of us, together,
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1896
因为政府不是一个虚无的机构或概念
14:29
because government is not
an abstract institution or a concept.
an abstract institution or a concept.
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3191
14:32
Our government is us.
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我们的政府就是我们自己
14:35
(Applause)
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4249
（掌声）
14:40
Today, it is no longer a question
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2049
如今改变是否有可能发生
已不再是个问题
14:42
of if change is possible.
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1904
14:45
The question is not, "Can we?"
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1937
问题不是“我们能够改变吗？”
14:48
The question is, "Will we?"
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1619
而是“我们会去改变吗？”
14:50
Will you?
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1380
你会吗
谢谢
14:52
Thank you.
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1168
（掌声）
14:53
(Applause)
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3588
谢谢
14:57
Thank you.
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1190
（掌声）
14:58
(Applause)
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3246
Translated by Xue Chen
ABOUT THE SPEAKER
Haley Van Dyck - DisrupterHaley Van Dyck is building a startup at the White House and recruiting world-class technology talent to change how government works for the American people.
Why you should listen
Haley Van Dyck helped found the US Digital Service in August 2014. As its Deputy Administrator, she's building a team of tech experts to improve the usefulness, user experience and reliability of America's most important digital services. The team is already making a difference on services that matter most to citizens, from healthcare to immigration to veterans' benefits.
Since 2008, Van Dyck has helped craft President Obama's technology strategy, including the US Open Data Policy. Her work is helping infuse lean operating strategies and Silicon Valley expertise into the federal government.
Haley Van Dyck | Speaker | TED.com