TED2016
Haley Van Dyck: How a start-up in the White House is changing business as usual
海莉·范戴克: 新創公司如何改變白宮裡舊有的運作模式
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Readability: 4.2
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海莉·范戴克和團隊正在改造美國政府提供人民關鍵服務的方式。在白宮所成立的「美國數位化服務」新創機構裡，范戴克與她的團隊藉由矽谷及私營企業的人才與成功經驗，改善了退伍軍人、新移民、殘疾人及其他人士申請公家服務的流程，同時也創建出更棒的政府。她說：「我們不在乎政治，我們只在乎政府能否運作得更好。」
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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今天我在這裡要向大家講述
00:14
about a story that we have all
been conditioned to believe
been conditioned to believe
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一個我們習以為常認為不可能的事。
00:17
is not possible.
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00:19
It's a story about a living,
breathing start-up
breathing start-up
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這是關於一間新創公司
00:21
flourishing in an unlikely environment:
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在不可能的環境 --
即美國政府裡，
即美國政府裡，
00:24
the United States government.
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走向繁榮的故事。
00:25
Now, this start-up is fundamentally
beginning to disrupt
beginning to disrupt
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這個初創團隊正從根本上
由內而外徹底改變政府的運作方式，
00:28
the way government does
business from the inside out.
business from the inside out.
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00:31
But before I get there,
let's start with the problem.
let's start with the problem.
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在此之前，讓我們從談問題開始。
00:33
For me, the problem begins
with a number: 137.
with a number: 137.
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對我來說，問題始於
137 這個數字。
137 這個數字。
00:37
137 is the average number of days
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137 是每位退伍軍人
向退伍軍人協會申請福利
所需要等待的平均天數，
所需要等待的平均天數，
00:41
a veteran has to wait to have benefits
processed by the VA.
processed by the VA.
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00:44
137 days.
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137 天。
00:47
Now, in order to file that application
in the first place,
in the first place,
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為了提交申請，
00:49
she has to navigate
over 1,000 different websites
over 1,000 different websites
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首先需要瀏覽超過一千個不同的網站
00:53
and over 900 different call-in numbers,
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及九百多個不同的電話號碼，
00:56
all owned and operated
by the United States government.
by the United States government.
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全部都是由美國政府擁有及運作。
01:00
Now, we live in times
of incredible change.
of incredible change.
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我們生活在瞬息萬變的時代，
私人機構不斷變化，
01:03
The private sector is constantly changing
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01:05
and improving itself all the time.
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不斷自我改進，
01:07
For that matter, it's removing
every single inconvenience in my life
every single inconvenience in my life
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因此改善了生活中
任何我想得到的不便之處。
01:10
that I could possibly think of.
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01:12
I could be sitting on my couch
in my apartment,
in my apartment,
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我能坐在家裡的沙發上
用手機訂購熱騰騰無麩質的餐點，
用手機訂購熱騰騰無麩質的餐點，
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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十分鐘內就能送到我家門口，
01:21
But meanwhile, a working mother
who depends on food stamps
who depends on food stamps
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但與此同時，一個需依靠食物券
01:25
to support her family
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養家活口的上班族媽媽，
01:27
has to complete an arduous,
complicated application
complicated application
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卻要填寫艱深複雜的申請表格，
01:30
which she might not even
be able to do online.
be able to do online.
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甚至可能無法上網填寫。
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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她無法在家中沙發上申請，
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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意味著她得請假幾個小時甚至幾天，
01:40
that she can't spare.
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而她負擔不起請假不工作。
01:43
And this growing dichotomy
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今天介於科技革命的受益者
01:45
between the beneficiaries
of the tech revolution
of the tech revolution
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和無法受益者之間日益加深的鴻溝，
01:48
and those it's left behind
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01:49
is one of the greatest
challenges of our time --
challenges of our time --
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是我們這時代所面對
最挑戰的課題之一。
最挑戰的課題之一。
01:51
(Applause)
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（掌聲）
01:57
Because government's failure
to deliver digital services that work
to deliver digital services that work
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因政府未能提供可行的數位化服務，
02:01
is disproportionately impacting
the very people who need it most.
the very people who need it most.
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嚴重影響了非常需要被服務的人民；
02:06
It's impacting the students
trying to go to college,
trying to go to college,
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影響到申請大學的學生、
02:09
the single mothers
trying to get health care,
trying to get health care,
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申請醫療保健的單親媽媽、
和從戰場回家的退伍軍人；
02:11
the veterans coming home from battle.
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他們無法獲得亟需的幫助。
02:12
They can't get what they need
when they need it.
when they need it.
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02:16
And for these Americans,
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對這些美國人而言，
02:17
government is more than just
a presidential election every four years.
a presidential election every four years.
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政府不僅僅是四年一次的總統選舉，
02:21
Government is a lifeline
that provides services they need
that provides services they need
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而是能服務他們的生命線。
02:24
and depend on and deserve.
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他們需要、依賴和應得這些服務。
02:26
Which is, quite frankly,
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坦白說，
02:27
why government needs to get
its shit together and catch up.
its shit together and catch up.
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這是政府需要「糞」起直追的原因。
02:31
Just saying.
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就是這樣。
02:32
(Applause)
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（掌聲）
02:35
Now, this wasn't always a problem
I was passionate about.
I was passionate about.
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以前這並不是一個
我非常熱切關心的問題，
我非常熱切關心的問題，
02:38
When I joined President Obama's
campaign in 2008,
campaign in 2008,
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2008 年，我加入
歐巴馬總統的競選活動，
歐巴馬總統的競選活動，
02:41
we brought the tech industry's
best practices into politics.
best practices into politics.
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當時我們把科技產業
最佳的實務經驗帶到政治中，
最佳的實務經驗帶到政治中，
02:44
We earned more money,
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我們募到更多的經費，
02:46
we engaged more volunteers
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吸引到更多的參與志工，
02:48
and we earned more votes
than any political campaign in history.
than any political campaign in history.
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而且贏得史上最多的選票。
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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我們是一家尖端的新創公司，
就此改變了政治的遊戲規則。
就此改變了政治的遊戲規則。
02:55
So when the President asked
a small group of us
a small group of us
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所以當總統要求我們這小組人
把同樣的創新方法直接帶進政府，
02:58
to bring that very same disruption
directly into government,
directly into government,
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03:01
I knew it wasn't going to be easy work,
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我知道這不會是件容易的工作，
03:02
but I was eager and showed up
ready to get to work.
ready to get to work.
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但我熱切渴望能立即上工。
03:06
Now, on my first day in DC,
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我到華盛頓的第一天，
03:09
my first day in government,
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為政府工作的首日，
03:11
I walked into the office
and they handed me a laptop.
and they handed me a laptop.
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走進辦公室，
他們遞給我一台筆記型電腦，
03:14
And the laptop was running Windows 98.
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一台依舊使用 Windows 98
作業系統的電腦。
作業系統的電腦。
03:17
(Laughter)
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（笑聲）
03:18
I mean, three entire presidential
elections had come and gone
elections had come and gone
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自政府更新那台電腦至
Win 98 作業系統後，
Win 98 作業系統後，
03:22
since the government had updated
the operating system on that computer.
the operating system on that computer.
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我們已歷經了三次的總統選舉，
03:25
Three elections!
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三次總統選舉！
03:28
Which is when we realized
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當時我們就意識到
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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問題遠遠超出我們的想像。
03:33
Let me paint the picture for you.
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讓我描述一下情況。
03:36
The federal government is the largest
institution in the world.
institution in the world.
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聯邦政府是世界上最大的機構，
03:40
It spends over 86 billion dollars
a year -- 86 billion --
a year -- 86 billion --
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一年花費超過 860 億美元，
「860 億美元」
「860 億美元」
03:44
on federal IT projects.
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在聯邦政府的 IT 專案上。
03:46
For context:
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周邊景況是：
03:47
that is more than the entire
venture capital industry spends
venture capital industry spends
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比整個創投業
03:50
annually -- on everything.
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全年的總開支還要多。
03:53
Now, the problem here
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錢花了，但問題是
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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我們納稅人未能得到
相對應有的服務，
相對應有的服務，
03:59
because 94 percent of federal IT projects
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因為 94% 的聯邦政府 IT 項目
04:03
are over budget or behind schedule.
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不是預算超支，就是進度落後，
04:05
94 percent!
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94%！
04:07
For those of you keeping score,
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對你們當中很會計分的人而言，
04:08
yes, the number 94 is very close to 100.
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94 非常接近 100。
（笑聲）
04:10
(Laughter)
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04:13
There's another problem:
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還有另一個問題，
04:14
40 percent of those never end up
seeing the light of day.
seeing the light of day.
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40% 的電腦從未見到天日，
04:18
They are completely scrapped or abandoned.
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不是被報廢，就是被遺棄。
04:21
Now, this is a very existentially
painful moment for any organization,
painful moment for any organization,
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對任何組織而言是非常痛苦的時刻，
04:25
because it means as government
continues to operate
continues to operate
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因為這意味著若政府繼續走著老路，
04:28
as it's programmed to do,
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04:29
failure is nearly inevitable.
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失敗幾乎無可避免。
04:31
And when the status quo
is the riskiest option,
is the riskiest option,
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當維持現狀是最危險的選擇時，
04:34
that means there is simply no other choice
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意味著除了徹底汰舊換新，
沒有其他的選擇了。
沒有其他的選擇了。
04:37
than radical disruption.
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04:40
So, what do we do about it?
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那麼我們該怎麼做呢？
04:42
How do we fix this?
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我們要怎樣解決這個問題？
04:45
Well, the irony of all of this
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最諷刺的是
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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我們只需在自家後院尋找即可，
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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因為美國擁有
最具創意、最厲害的人才；
最具創意、最厲害的人才；
04:54
who have swept our world
into a radically different place
into a radically different place
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這些人在過去 20 年裡
已經徹底改變了世界。
04:57
than it was two decades ago.
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04:59
So what would it look like
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想像一下，如果申請學生的貸款、
處理退伍軍人的福利
處理退伍軍人的福利
05:01
if it was actually as easy to get
student loans or veterans' benefits
student loans or veterans' benefits
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跟訂購貓糧宅配到府一樣容易，
會是什麼景象呢?
會是什麼景象呢?
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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想像一下，如果有一個簡單的途徑，
05:10
if there was an easy pathway
for the very entrepreneurs and innovators
for the very entrepreneurs and innovators
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請來那些曾經顛覆過
科技產業的創業家、發明家
科技產業的創業家、發明家
05:14
who have disrupted our tech sector
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一起來重整政府的行政系統
會是怎樣的情況呢？
會是怎樣的情況呢？
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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各位朋友，我們接下來聊聊
05:21
about some of the exciting
new formulas we've discovered
new formulas we've discovered
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令人振奮、改變政府的全新方式。
05:23
for creating change in government.
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05:25
Enter the United States Digital Service.
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進入「美國數位化服務」。
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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美國數位化服務是
新創公司的新網絡，
05:31
a team of teams,
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由不同團隊組成的小組
05:33
organizing themselves across government
to create radical change.
to create radical change.
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在政府內跨部會組織起來，
從根本激進地改變政府。
05:38
The mission of the United States
Digital Service is to help government
Digital Service is to help government
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美國數位化服務的使命是要幫助政府
05:41
deliver world-class digital services
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為學生、移民、兒童、長者及所有人
05:43
for students, immigrants,
children, the elderly -- everybody --
children, the elderly -- everybody --
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提供成本低而世界級的數位化服務。
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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基本上我們正試著建立
更棒的民治、民享的政府，
更棒的民治、民享的政府，
05:55
for the people, by the people, today.
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05:57
We don't care -- (Applause) Thank you.
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我們不在乎...（掌聲）謝謝。
05:59
(Applause)
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(掌聲)
06:01
Who doesn't want a more
awesome government, right?
awesome government, right?
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誰不希望政府更棒，對不對?
06:04
We don't care about politics.
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我們不在乎政治，
06:07
We care about making
government work better,
government work better,
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我們關心的是怎樣使政府做得更好，
06:09
because it's the only one we've got.
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因為我們只有這個政府。
06:11
(Applause)
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（掌聲）
06:13
Now, you can think of our team --
well, it's pretty funny --
well, it's pretty funny --
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可以把我們小組想像為 --
06:17
you can think
of our team a little bit like
of our team a little bit like
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很有趣，我們小組有點像是
06:19
the Peace Corps meets DARPA
meets SEAL Team 6.
meets SEAL Team 6.
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和平志工團加上國防高等研究計劃署
再加上海豹突擊隊第六隊，
再加上海豹突擊隊第六隊，
06:22
We're like the Peace Corps for nerds,
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我們就像書呆子的和平志工團，
06:24
but instead of traveling to crazy,
interesting, far-off places,
interesting, far-off places,
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但是不前往瘋狂、有趣、遙遠之地，
06:27
you spend a lot of time indoors,
behind computers,
behind computers,
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而是花很多時間在室內用電腦
06:29
helping restore the fabric
of our democracy.
of our democracy.
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幫助恢復我們民主的架構。
06:31
(Laughter)
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（笑聲）
06:33
Now, this team -- our playbook
for the United States Digital Service
for the United States Digital Service
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我們小組 --
美國數位化服務的腳本
美國數位化服務的腳本
06:38
is pretty simple.
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非常簡單。
06:40
The first play is we recruit
the very best talent
the very best talent
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首先，招募我國最優秀的人才，
06:43
our country has to offer,
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06:45
and recruit them for short tours
of duty inside government.
of duty inside government.
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招募他們來為政府短期服務。
06:48
These are the very people who have helped
build the products and companies
build the products and companies
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這些研發產品及建立公司的人
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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使我國的創新和科技領先全球。
06:55
Second, we pair these incredible
people from the tech core
people from the tech core
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其次，我們把這些科技人才
06:58
with the dedicated civil servants
already inside government
already inside government
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與政府裡專職熱忱的公僕配對
07:01
on the ground creating change.
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來創造改變。
07:03
Third, we strategically deploy them
in a targeted formation
in a targeted formation
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第三，戰略地將他們部署到
07:07
at the most mission-critical,
life-changing, important services
life-changing, important services
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政府所提供最關鍵、
攸關民生的重要服務。
攸關民生的重要服務。
07:10
that government offers.
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07:12
And finally, we give them
massive air cover,
massive air cover,
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最後，給予他們
07:14
from the leadership inside the agencies
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從機構內部領導人
上至總統的大力支持，
上至總統的大力支持，
07:16
all the way up to the President himself,
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07:19
to transform these services
for the better.
for the better.
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來轉變、改善這些服務。
07:22
Now, this team is beginning to disrupt
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如今小組已著手翻轉
07:25
how government does business
from the inside out.
from the inside out.
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政府自裡到外的慣行作法。
07:28
If you study classic
patterns of disruption,
patterns of disruption,
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經典的顛覆模式裡
07:31
one very common pattern is rather simple.
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有個常見而簡單的模式，
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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是把某個行業裡的標準常規，
07:37
and apply it to another
where it's a radical departure
where it's a radical departure
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應用到另一行業
07:40
from the status quo.
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而徹底顛覆現狀。
07:41
Think about what Airbnb took
that was normal from hospitality
that was normal from hospitality
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試想一下 Airbnb 改變了
旅館業原有的常態，
旅館業原有的常態，
07:45
and revolutionized my apartment.
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也徹底改變了我的寓所。
07:48
The United States Digital Service
is doing exactly that.
is doing exactly that.
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美國數位化服務正在這樣做。
07:50
We are taking what Silicon Valley
and the private sector has learned
and the private sector has learned
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我們汲取矽谷及民營企業的大量經驗；
07:54
through a ton of hard work
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07:55
about how to build
planetary-scale digital services
planetary-scale digital services
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他們建立全球規模的數位化服務，
07:58
that delight users at lower cost,
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以低成本提供怡人的服務；
08:00
and we're applying that to government,
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而我們將它應用到政府部門，
08:01
where it is a radical departure
from the status quo.
from the status quo.
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徹底背離了既有現狀。
08:04
Now, the good news is:
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好消息是：
08:07
it's starting to work.
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已開始有了成果。
08:09
We know this because we can
already see the results
already see the results
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我們明白看到一些早期計畫的成果，
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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例如援救 Healthcare.gov
原先偏離的工作。
原先偏離的工作。
08:15
when that went off the rails.
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08:17
Fixing Healthcare.gov was the first place
that we ran this play,
that we ran this play,
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我們第一期就修復了
Healthcare.gov，
Healthcare.gov，
08:21
and today we are taking that same play
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如今正大規模擴展到
08:23
and scaling it across a large number
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多個提供人民主要服務的政府部門。
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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讓我花點時間誇耀我們的小組 --
08:31
and brag about the team for a second --
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08:33
it is the highest
concentration of badasses
concentration of badasses
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這是個集中了超酷狠角色，
08:36
I could have ever dreamed of.
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我所能想像得到的夢幻組合。
08:38
We have top talent from Google,
Facebook, Amazon, Twitter and the likes,
Facebook, Amazon, Twitter and the likes,
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我們有來自谷歌、臉書、亞馬遜、
推特及其他公司的頂尖人才在職，
08:42
all on staff today,
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08:44
all choosing to join their government.
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全都自願加入政府工作。
08:47
And what's incredible is,
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令人難以置信的是
08:48
everybody is as eager and kind
as they are intelligent.
as they are intelligent.
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每個人都熱忱、善良又聰明。
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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再補充一點，
我們當中超過一半是女性。
我們當中超過一半是女性。
08:56
(Applause)
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（掌聲）
09:03
The best way to understand this strategy
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要理解這策略的最好方法是
09:05
is actually to walk through
a couple of examples
a couple of examples
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透過兩個實際的例子，
看看它怎樣在現實領域裡運作。
09:07
of how it's working out in the wild.
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09:09
I'm going to give you
two examples quickly.
two examples quickly.
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很快舉兩個例子。
09:11
The first one is about immigration.
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第一個例子與移民有關。
09:13
This, my friends, is your typical
immigration application.
immigration application.
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朋友們，這是個典型的申請移民程序。
09:17
Yes, you guessed it --
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你猜對了 --
09:18
it's almost entirely paper-based.
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幾乎全用紙本。
09:21
In the best case,
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在最理想的情況下，
09:22
the application takes about six
to eight months to process.
to eight months to process.
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整個處理程序約需六至八個月；
09:25
It is physically shipped thousands
of miles -- thousands of miles! --
of miles -- thousands of miles! --
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把紙張運送到千里之外，千里啊，
09:29
between no less than six
processing centers.
processing centers.
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往返六間以上的處理中心。
09:32
Now, little story:
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說個小故事：
09:34
about a decade ago,
205
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1151
大約十年前，
09:35
the government thought
that if it brought this system online,
that if it brought this system online,
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政府認為若把整個系統放上網路，
09:38
it could save taxpayer dollars
and provide a better service,
and provide a better service,
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2874
可替納稅人省錢且提供更好的服務，
09:41
which was a great idea.
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1151
的確是個好主意。
09:42
So, the typical government process began.
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典型的政府作業流程運作就此展開。
09:45
Six years and 1.2 billion dollars later,
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在花費了六年及十二億美元後，
09:50
no working product was delivered --
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產品未能如期交付 --
09:52
1.2 billion with a "B."
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請注意十二億美元的「億」字。
09:55
Now at this point, the agency responsible,
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在此之際，負責的部門，
09:58
US Citizenship and Immigration Services,
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也就是美國公民及移民服務局，
09:59
could have kept pouring money
into the failing program.
into the failing program.
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2764
原可停止挹注大量資金
到這個失敗的專案裡，
到這個失敗的專案裡，
10:02
Sadly, that's what often happens.
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遺憾的是，事情經常如此，
（註：仍然挹注大量金錢）
（註：仍然挹注大量金錢）
10:04
That's the status quo today.
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那就是既有現狀，
10:06
But they didn't.
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政府並未停止給錢。
10:07
The dedicated civil servants
inside the agency
inside the agency
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局裡具有專業熱忱的公務人員
10:09
decided to stand up and call for change.
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決定站出來呼籲改革。
10:11
We deployed a small team
of just six people,
of just six people,
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我們部署了一個六人小組；
10:14
and what many people don't know is
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不為多數人所知的是
10:16
that's the same size as the rescue
effort of Healthcare.gov --
effort of Healthcare.gov --
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這小組與拯救 Healthcare.gov 的
團隊同樣小，只有六個人。
團隊同樣小，只有六個人。
10:19
just six people.
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1221
10:20
And that team jumped in, side-by-side,
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608403
1831
他們跳進來肩並肩
10:22
to support the agency
in transitioning this project
in transitioning this project
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2714
幫移民局把這數位化專案
10:24
into more modern business practices,
more modern development practices.
more modern development practices.
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轉為更現代的商業模式，
部署更現代的實踐步驟。
部署更現代的實踐步驟。
10:29
Now, in non-tech speak,
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用白話說
10:30
what that basically means
is taking big, multi-year projects
is taking big, multi-year projects
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3982
就是把跨越多年、巨大的專案，
10:34
and breaking them up
into bite-sized chunks,
into bite-sized chunks,
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2315
分拆成一個個小計畫；
10:36
so that way we can reduce the risk
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如此不但可以降低風險，
10:38
and actually start to see results
every couple of weeks,
every couple of weeks,
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2637
還能每隔幾週就見到實際成效，
而不是在黑箱中一等就等好幾年。
10:41
instead of waiting
in a black box for years.
in a black box for years.
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2161
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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結果，我們小組在
不到三個月的時間內
不到三個月的時間內
10:46
we were already able to push
our first products to production.
our first products to production.
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已經推出第一個成品：
10:50
The first one, this is the form I-90.
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2612
I-90 表格，
10:52
This is used to file
for your replacement green card.
for your replacement green card.
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3396
是用來申請補發綠卡的。
10:56
Now, for immigrant visa holders,
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644208
1565
對於拿移民簽證的申請者來說，
10:57
a replacement green card is a big deal.
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2888
補發綠卡是件大事；
11:00
Your green card is your proof
of identification,
of identification,
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2258
綠卡是身分證明文件、
11:02
it's your work authorization,
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1389
工作許可證，
11:04
it's the proof that you can
be here in this country.
be here in this country.
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652404
2449
證明你可以合法留在美國。
11:06
So waiting six months while the government
processes the replacement
processes the replacement
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3221
因此，要等政府花六個月補發綠卡
11:10
is not cool.
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1200
一點也不酷。
11:11
I'm excited to tell you that today,
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1691
今天我很高興能夠告訴各位，
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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3157
如今首次可在網路上
11:16
entirely online without anyone
touching a piece of paper.
touching a piece of paper.
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3203
完成申請補發綠卡的手續，
且毋需任何紙本，
且毋需任何紙本，
11:19
It is faster, it is cheaper,
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667469
2018
過程較快、成本更低；
11:21
and it's a better user experience
for the applicant
for the applicant
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2397
對申請人來說是更好的用戶體驗，
11:23
and the government employees alike.
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對公務人員來說也一樣。
11:25
(Applause)
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3517
（掌聲）
11:32
Another one, quickly.
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1151
很快舉另一個例子：
11:33
Last fall, we just released
a brand-new practice civics test.
a brand-new practice civics test.
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3247
去年秋天，我們發布了
全新的公民入籍考試。
全新的公民入籍考試。
11:37
So as part of becoming a US citizen,
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2240
假如要申請成為美國公民，
11:39
you have to pass a civics test.
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2350
就必須通過公民入籍考試，
11:41
For anyone who has taken this test,
it can be quite the stressful process.
it can be quite the stressful process.
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4338
所有經歷過公民入籍考試的申請者
都知道過程的壓力相當大，
都知道過程的壓力相當大，
11:46
So our team released a very easy,
simple-to-use tool in plain language
simple-to-use tool in plain language
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4587
我們小組發布了簡單易用的工具，
用的是通俗易懂的語言，
用的是通俗易懂的語言，
11:50
to help people prepare,
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2156
來幫助申請者準備，
11:52
to help ease their nerves,
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1674
幫助他們放鬆心情，
11:54
to help them feel more confident
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702612
1730
幫助他們更有自信
11:56
in taking the next step
in pursuing their American dream.
in pursuing their American dream.
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3431
進到繼續追求美國夢的下一步。
11:59
Because all of this work,
all of this work on immigration,
all of this work on immigration,
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2911
因為所有這些有關移民的工作
12:02
is about taking complicated processes
and making them more human.
and making them more human.
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3835
都涉及將複雜的過程弄得更人性化。
12:07
The other day, one of the dedicated
civil servants on the ground
civil servants on the ground
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日前，政府內一個專業熱忱、
直接參與的公務員說了
直接參與的公務員說了
12:10
said something incredibly profound.
265
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2878
讓人印象深刻的話。
12:13
She said that she's never been
this hopeful or optimistic
this hopeful or optimistic
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3223
她說在她服務於政府的整段歲月裡，
12:16
about a project in her entire
time in government.
time in government.
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2713
未曾如此地充滿希望和樂觀。
12:20
And she's been doing this for 30 years.
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2367
她已任公職長達 30 年。
12:23
That is exactly the kind of hope
and culture change
and culture change
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2421
這正是我們努力要創造的希望
12:25
we are trying to create.
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和改變文化的氛圍。
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
第二個例子，我想談談退伍軍人
12:30
and what we are doing to build them a VA
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1950
和我們正為他們建立的
VA（退伍軍人協會）
VA（退伍軍人協會）
12:32
that is worthy of their service
and their sacrifice.
and their sacrifice.
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2815
為他們的服務犧牲而做的
有價值的 VA。
有價值的 VA。
12:36
I'm proud to say
that just a few months ago,
that just a few months ago,
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2168
我很榮幸地說，
12:38
we released a brand-new beta
275
746321
1896
幾個月前我們剛發布了全新的
12:40
of a new website, Vets.gov.
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2068
測試版網站 Vets.gov，
12:42
Vets.gov is a simple, easy-to-use website
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1985
Vets.gov 是個簡單易用的網站，
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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752929
3736
所有退伍軍人需用的線上服務
全都集中一處。
全都集中一處。
12:48
One website, not thousands.
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2715
一個網站，而不是數千個網站。
12:52
The site is a work in progress,
but it's significant progress,
but it's significant progress,
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2999
網站尚未全部完工但已有相當進展，
12:55
because it's designed
with the users who matter most:
with the users who matter most:
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2587
因為它的設計針對最重要的用戶：
12:57
the veterans themselves.
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1905
退伍軍人們。
12:59
This might sound incredibly obvious,
because it should be,
because it should be,
283
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2793
聽起來理所當然，本該如此；
13:02
but sadly, this isn't
normal for government.
normal for government.
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2222
但遺憾的是原先並非如此。
13:04
Far too often, product decisions
are made by committees of stakeholders
are made by committees of stakeholders
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772792
3444
大多時候，成品設計的決策
由利益相關者所組成的委員會制定，
由利益相關者所組成的委員會制定，
13:08
who do their best to represent
the interests of the user,
the interests of the user,
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2682
他們雖儘可能為用戶的利益著想，
13:10
but they're not necessarily
the users themselves.
the users themselves.
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2304
但他們未必是用戶本身。
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
因此，我們的 VA 小組查看數據，
13:15
we talked to veterans themselves
289
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1664
和退伍軍人討論，
13:17
and we started simple and small,
290
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1588
從簡單而小的服務著手，
13:19
with the two most important services
that matter most to them:
that matter most to them:
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3384
兩項對他們來說最重要的服務：
13:22
education benefits
and disability benefits.
and disability benefits.
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教育福利及傷殘津貼。
13:25
I'm proud to say that they are
live on the site today,
live on the site today,
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我很榮幸地說，今天兩者已上線了。
13:28
and as the team continues
to streamline more services,
to streamline more services,
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而我們小組正持續優化更多的服務，
13:31
they will be ported over here,
and the old sites, shut down.
and the old sites, shut down.
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服務會被移來新網站，關閉舊網站。
13:33
(Applause)
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（掌聲）
13:39
To me, this is what change
looks like in 2016.
looks like in 2016.
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對我來說，這是改變
在 2016 年的樣子。
在 2016 年的樣子。
13:44
When you walk out of the Oval Office,
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當我第一次走出橢圓形辦公室時
13:46
the first time I was ever
there, I noticed a quote
there, I noticed a quote
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注意到總統繡在地毯上的一句話，
13:48
the President had embroidered on the rug.
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13:50
It's the classic JFK quote.
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是甘迺迪總統的經典語句：
13:52
It says, "No problem of human destiny
is beyond human beings."
is beyond human beings."
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「沒有任何人類命運的問題
是人所不能解決的。」
是人所不能解決的。」
13:57
It's true.
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真的是如此。
13:59
We have the tools to solve these problems.
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我們擁有解決這些問題的工具，
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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擁有整個社會、國家的工具，
14:05
and to fix this together.
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1961
我們能共同解決問題。
14:08
Yes, it's hard.
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是的，是很難，
14:10
It's particularly hard
when we have to fight,
when we have to fight,
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特別難，難在我們必須去爭取，
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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難在我們必須拒絕屈服於
來自認定無法改變的壓力。
來自認定無法改變的壓力。
14:16
But in my experience,
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但是經驗告訴我，
14:18
it's often the hardest things
that are the most worth doing,
that are the most worth doing,
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最值得做的事情往往最難做，
14:21
because if we don't do them,
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因為如果我們不做，
14:23
who will?
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誰會去做呢?
14:25
This is on us,
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2008
這是我們的責任，
14:27
all of us, together,
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是我們所有人同擔的責任，
14:29
because government is not
an abstract institution or a concept.
an abstract institution or a concept.
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因為政府不是個抽象的機構或概念，
14:32
Our government is us.
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我們的政府就是我們。
14:35
(Applause)
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（掌聲）
14:40
Today, it is no longer a question
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今天，「能否改變」已不再是個問題。
14:42
of if change is possible.
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14:45
The question is not, "Can we?"
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問題不在於「我們能嗎？」
14:48
The question is, "Will we?"
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而是在於「我們會去做嗎？」
14:50
Will you?
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你們會嗎？
14:52
Thank you.
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謝謝大家。
14:53
(Applause)
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（掌聲）
14:57
Thank you.
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謝謝。
14:58
(Applause)
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（掌聲）
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