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For some U.S. tales, e.g., the challenges of digitizing California's Supplemental Nutrition Assistance Program (SNAP) sign-up process, see the excellent Recoding America by Jennifer Pahlka, former deputy CTO of the United States and now the founder of the non-profit organization Code For America. [0]

(Memorable passage: A civil servant described a complex government policy as having been "vomited" onto an impenetrable sign-up form — for my contract-drafting course, I stole that as the label "barf clause" to describe long, wall-of-words provisions such as the 357-word "Fragment 1" in an example I had students rewrite in class last week. [1])

[0] https://www.amazon.com/Recoding-America-Government-Failing-D...

[1] https://toedtclassnotes.site44.com/#guar-wow-1