What Pahlka and her team found, again and again, was that the rules and regulations that governed California’s unemployment insurance system and that had been written into its code had just kept growing. That made the code more complex and harder to update. It made new hires harder to find and harder to train. It made backlogs harder to clear. “Lawmakers often have good intentions, but they continually add policy layers with too little understanding of (and, sometimes, regard for) how what they add will interact with the layers that are already cluttering the delivery environment,” she
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