“All of a sudden my great positive experience turned into a negative one,” he says. Domino’s still gets its share of complaints about late deliveries, missing items and delivery drivers who do not match the names given on the app, the Wall Street Journal reported in 2017.Īnd since his July statehouse testimony, the Missouri CIO says he had an order arrive late and that the apology coupon his local Domino’s gave him expired before Wann realized it was only good for one week. “The UI journey is a little bit more complicated than that, but what they’re trying to do is you have to look at that claims process, the journey of a claim, and you’ll be able to see it.”īut no digital service is perfect. “The Domino’s pizza tracker is basically two parts: When it’s in the store and when your pizza’s on the way with GPS,” says Jensen, who’s now the CEO of Research Improving People’s Lives, a nonprofit that promotes the use of data science and technology in social policy. With Missouri due to receive about $2.8 billion from the American Rescue Plan, Wann is eyeing a six-year digital transformation of Missouri’s government services, and the pizza tracker has been a valuable reference point as he makes his case to his superiors. In July, Missouri Chief Information Officer Jeffrey Wann told members of his state legislature that “there’s no reason why our citizens can’t have the same experience that I had yesterday ordering pizza from Domino’s.” Jensen is not the only state government official to eye Domino’s with admiration. In Domino’s, though, Jensen sees an “application of cloud technology that’s perfect.” ‘It’s all about workflow’ But then all those same people are going to call the same numbers we didn’t have enough people picking up the first time. “And when they get a busy signal, they call the local TV stations and the Providence Journal and all their elected officials - which they should. “There was a limit on our terrestrial computing power, and I was not sleeping at night because I knew if that many people are going to try to hit it, they’re all going to call and it’s going to that backed up,” Jensen says. Jensen might not have enjoyed his dinner, but he was impressed by the user experience. The app showed his pizza’s step-by-step journey - from the kitchen prep table, to the oven, to its placement in the delivery driver’s car and its final journey to his doorstep. That evening, Jensen downloaded the Domino’s app and put in an order. “You know what, that’s just like the Domino’s pizza tracker,” Jensen recalls Pellegrino saying. That’s when the agency’s 25-year-old communications director, Angelika Pellegrino, chimed in. Jensen and his team told the AWS reps they wanted to build system where people could get automated updates about the status of their unemployment claims, reminders if they needed to provide documentation and confirmations when a payment goes out. And with the website down, people started flooding the state’s call center, creating even more backlogs. “We were describing the use case of a person who’s very anxious about what’s going on” - like the status of an unemployment check - “and we were describing what we wanted to do.”Īt the pandemic’s onset, Rhode Island’s unemployment insurance system, based on a 30-year-old IBM A/S 400 midrange computer, was equipped to process up to 8,000 claims per day, while a website for people checking the status of their payments could handle about 300 requests at a time before it crashed - which it did. “We were working with the people at and we were in the middle of one of their sessions,” Jensen says, recalling one of many virtual meetings Rhode Island DLT held to address its shortfalls.
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