TED演講者：Amanda Renteria / 阿曼達(dá)·倫特利亞

演講標(biāo)題：A bold plan to transform access to the US social safety net / 改革美國社會(huì)安全保障體系的一項(xiàng)大膽計(jì)劃

內(nèi)容概要：Digital public servant Amanda Renteria has seen that the millions of people who rely on government welfare services are often discouraged from seeking them out, frustrated by long lines and unnecessarily complicated processes. At Code for America, Renteria is helping develop human-centered technology that "respects you from the start, meets you where you are and provides an easy, positive experience." She details the four factors that hinder effective delivery of government benefits and explains Code for America's plan to bring user-centric, digital-first social services to more than 13 million Americans and unlock 30 billion dollars in benefits for low-income families. (This ambitious plan is a part of the Audacious Project, TED's initiative to inspire and fund global change.)

阿曼達(dá)·倫特利亞是一名負(fù)責(zé)數(shù)字化工作的公務(wù)人員，她發(fā)現(xiàn)數(shù)以百萬計(jì)的民眾需要依賴政府福利，但是在尋求幫助的過程中經(jīng)常受到阻礙，長長的等候隊(duì)伍，毫無必要的復(fù)雜流程，讓他們筋疲力盡。在“為美國編程”組織中，倫特利亞幫助開發(fā)以人為本的技術(shù)，這樣的技術(shù)會(huì)“從一開始就尊重你，滿足你的需求，提供輕松、積極的體驗(yàn)”。她詳細(xì)介紹了阻礙政府福利得到有效實(shí)施的 4 個(gè)因素，解釋了“為美國編程”為超過 1300 萬美國人提供以用戶為中心，數(shù)字化先行的社會(huì)服務(wù)并且為低收入家庭提供 300 億美元福利的計(jì)劃。（這個(gè)雄心勃勃的計(jì)劃也是“大膽項(xiàng)目”的一部分，“大膽項(xiàng)目”由 TED 發(fā)起，旨在激勵(lì)和資助那些改變世界的計(jì)劃。）

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【1】My dad's first lesson to me was, "Look people in the eye, mi hija, make sure people see you and you see them."

父親教我的第一課是, “要注視人的眼睛,我的女兒, 確保你們能看見彼此。”

【2】He has been a proud janitor, farm worker, shoe shiner, home builder and small business owner.

他曾是自豪的看門人, 農(nóng)場工人,擦鞋匠, 建筑工人和小老板。

【3】He has seen the world from so many different lenses and has lots of stories to tell.

他從各個(gè)角度觀察過這個(gè)世界, 有很多故事值得分享。

【4】But there's one I've never been able to get out of my head.

但有一個(gè)我一直無法忘懷。

【5】A story when my dad was a young kid.

當(dāng)年我父親還是個(gè)孩子。

【6】He and my tio Milo knew exactly when the trucks would come in.

他和我米羅叔叔非常清楚 卡車什么時(shí)候來。

【7】Under the freeway, just as the sun set, they jumped the fence to get into the dump.

就在太陽下山的時(shí)候,在高速公路下, 他們翻越護(hù)欄,待在碎石堆上。

【8】And as they waited for the trucks, they'd make bets on who would find the best food.

在等卡車的時(shí)候, 他們會(huì)打賭誰能找到最棒的食物。

【9】An uneaten apple they could clean, a perfect banana, sometimes a candy bar or a wrapped sandwich.

有時(shí)候是一個(gè)沒吃過的蘋果,洗洗就行, 一根完整的香蕉,有時(shí)是一塊糖 或者一個(gè)三明治卷。

【10】And then they'd grab whatever they could find, and save the very best to bring home to their even younger brothers and sisters.

無論找到什么,他們都會(huì)拿著, 并且把最好的帶回家, 給自己更年幼的弟弟妹妹。

【11】I hate that story.

我很討厭這個(gè)故事。

【12】But I share it because we can't solve what we can't see.

但我會(huì)分享出來, 因?yàn)橹挥锌吹絾栴},才能解決它。

【13】In 1936, this image of the migrant mother captured the living conditions in the West, showing lawmakers what people were going through.

1936 年, 這張移民母親的照片, 展現(xiàn)了西部的生存狀態(tài), 向立法者們展示了人民在經(jīng)歷什么。

【14】After it published, the United States government sent 20,000 pounds of food, and that image solidified support for the very first safety-net programs in America.

這張照片被公布后, 美國政府提供了 2 萬磅食物, 這張照片鞏固了 人們對(duì)美國第一個(gè)安全保障計(jì)劃的支持。

【15】Yet still today, more than 37 million Americans are still living in poverty.

然而到了今天,超過 3700 萬 美國人依舊生活在貧困中。

【16】One in six kids.

每 6 個(gè)孩子中就有 1 個(gè)。

【17】As a student of economics and a career public servant, I know we've been at this for a long time.

作為一名學(xué)經(jīng)濟(jì)的學(xué)生 和一名政府公務(wù)人員, 我知道這種情況在美國由來已久。

【18】But it's my work today that has given me the hope that we can finally end poverty as we know it.

但是我目前的工作才給了我希望, 我們能夠最終戰(zhàn)勝貧窮。

【19】And here's why.

下面我來講講原因。

【20】Right now, there are 80 public benefit programs all across the country, intended to provide critical anti-poverty resources.

目前,全國范圍內(nèi)有 80 個(gè) 公益項(xiàng)目, 旨在提供戰(zhàn)勝貧困的重要資源。

【21】Yet an estimated 60 billion dollars in benefits go unclaimed every year.

然而每年有大約 600 億美元的福利 無人認(rèn)領(lǐng)。

【22】Sixty billion.

600 億美元啊。

【23】I believe, in large part, due to complicated, outdated systems that weren't designed to see the people they serve.

我認(rèn)為很大一部分原因, 在于復(fù)雜、陳舊的系統(tǒng) 看不見它理應(yīng)服務(wù)的人。

【24】I want you to imagine for a moment that you lost your job, and you don't know how you're going to put food on the table.

請(qǐng)大家想象一下,你失業(yè)了, 你不知道下一頓飯?jiān)谀睦铩?/p>

【25】But you hear about this government program that can help.

但你聽說有一個(gè)政府項(xiàng)目可以幫你。

【26】And you begin the process of applying.

于是你開始申請(qǐng)。

【27】The first thing you realize is you can't do it on the only online connection you have, your phone, because the only way to apply online is through a desktop computer.

但你立刻會(huì)發(fā)現(xiàn) 你沒法用你僅有的 上網(wǎng)工具 手機(jī)來申請(qǐng), 因?yàn)樗^的“在線申請(qǐng)” 只能通過電腦完成。

【28】So you head to the community library, you go through screen after screen, answering close to 200 questions, wading through confusing instructions.

于是你跑到社區(qū)圖書館, 翻了一個(gè)又一個(gè)網(wǎng)頁, 回答了差不多 200 個(gè)問題, 翻閱了令人迷惑的操作指南。

【29】It feels a little bit like a game of gotcha, except your benefits are at risk.

那感覺有點(diǎn)像在玩捉迷藏, 但不同的是,你的福利岌岌可危。

【30】Now, if you're from a place like my hometown, a small rural farming town, there isn't an easily accessible public venue with desktop computers.

如果你來自鄉(xiāng)下的小鎮(zhèn), 就像我老家一樣, 你都很難找到一個(gè)提供電腦的公共機(jī)構(gòu)。

【31】So you have to find a ride to the nearest social services office, maybe 30 miles away.

于是你需要找車去最近的 社會(huì)服務(wù)辦公室, 可能大概有 50 公里遠(yuǎn)。

【32】When you get there, you have to walk through metal detectors with two security guards, past a long table of scattered paper forms into the main waiting room.

等你到那兒了, 你還要過安檢儀, 旁邊站著 2 個(gè)安保人員, 穿過布滿各種表格的長條桌進(jìn)入等候室。

【33】It's loud, and there's a long line leading to that service counter.

那里人聲嘈雜,柜臺(tái)前排著長隊(duì)。

【34】When you get to the front of it, you're met with a thick, clouded sheet of bulletproof glass separating you from someone who could finally help.

好不容易排到你了, 你發(fā)現(xiàn)面前還有一塊厚厚的、 模糊的防彈玻璃, 擋在你和最終能幫你的人中間。

【35】That has been the system in America for many communities like mine.

像我老家一樣,這就是美國 很多社區(qū)的服務(wù)體系。

【36】So it's no wonder that 14 million Americans aren't enrolled in child and food nutrition programs, or that six million are missing health care benefits.

難怪有 1400 萬美國人 沒有參加兒童和食品營養(yǎng)計(jì)劃, 難怪有 600 萬美國人 沒有享受醫(yī)保福利。

【37】Technology has changed almost every aspect of our lives.

技術(shù)改變了我們生活的方方面面。

【38】It's made things faster, more efficient, automatic.

它讓一切事物都更快、 更高效、更自動(dòng)化。

【39】We need to do the same for people seeking benefits.

對(duì)那些申請(qǐng)福利的人, 我們也需要這么做。

【40】I work for an organization called Code for America.

我在一家叫“為美國編程”的組織工作。

【41】We deploy human-centered technology, the kind that respects you from the start, meets you where you are, provides an easy, positive experience.

我們部署以人為本的技術(shù), 這些技術(shù)會(huì)尊重你, 會(huì)滿足你的需求, 提供輕松、積極的體驗(yàn)。

【42】And our research has shown there are four factors we need to overcome.

我們的研究顯示, 有 4 個(gè)因素我們需要考慮到。

【43】First, we know that far more people have access to the internet on their phone than a desktop computer.

首先,我們清楚,使用手機(jī)上網(wǎng)的人, 比用電腦上網(wǎng)的人要多得多。

【44】So applications should be online and mobile-friendly.

因此申請(qǐng)表需要放在網(wǎng)上 而且方便手機(jī)訪問。

【45】Second, lots of people are falling off because the process is complicated.

第二,很多人沒有完成申請(qǐng) 是因?yàn)榱鞒烫珡?fù)雜。

【46】So applications need to be simple and easy to use.

因此申請(qǐng)表需要簡單易用。

【47】Third, we know that people who are eligible for one program, like food assistance, are pretty likely to be eligible for another, like health care.

第三,我們知道需要某項(xiàng)社會(huì)保障的人, 比如食品援助, 也很大可能需要另外的項(xiàng)目, 比如健康醫(yī)療。

【48】So let's combine processes where we can.

因此我們盡可能把流程合并。

【49】And finally, we know there are unseen heroes in government - caseworkers, social workers - on the front lines, navigating old systems.

最后,我們知道政府部門 有很多無名英雄, 比如項(xiàng)目工作者,社工, 他們身處一線,指導(dǎo)人們使用舊系統(tǒng)。

【50】We can equip them with the data and tools to streamline their efforts.

我們可以用數(shù)據(jù)和工具 武裝他們,提升他們的效率。

【51】Here's what California's food assistance used to look like.

這是加利福尼亞州食品援助以前的樣子。

【52】183 questions, 51 pages of screens available only by desktop computer.

183 個(gè)問題,51 頁表格, 只能通過電腦訪問。

【53】We took that application and redesigned it.

我們將這個(gè)申請(qǐng)表進(jìn)行了改進(jìn)。

【54】This is GetCalFresh, a mobile-first application available 24 hours a day in multiple languages, with chat support.

而這是 “加州糧食券計(jì)劃“ （GetCalFresh）, 一個(gè)手機(jī)優(yōu)先的應(yīng)用,24 小時(shí)在線, 多語言版本,有客服支持。

【55】California's food assistance application went from one of the most complex in the nation to being recognized as one of the easiest application experiences of any state.

加利福尼亞州食品援助申請(qǐng) 從全國最復(fù)雜的表格之一 搖身一變成為全國 最簡單易用的申請(qǐng)程序。

【56】For 10 years we had been working with multiple states on projects just like that, showing the importance and potential of digital delivery of benefits.

過去 10 年,我們和許多州一起合作 完成類似的項(xiàng)目, 展示了用數(shù)字化手段 做福利的重要性和潛力。

【57】And that's when the pandemic hit.

然后,疫情來了。

【58】And these images in West Valley, Utah; San Antonio, Texas; Pittsburgh, Pennsylvania.

這些畫面分別是猶他州的西谷, 得克薩斯州的圣安東尼奧, 賓夕法尼亞州的匹茲堡。

【59】Parking lots filled with families waiting for food.

停車場里擠滿了等待食物的家庭。

【60】America could finally see what we had been seeing for a decade.

美國終于見到了過去十幾年 我們一直見到的情景。

【61】The growing number of people in poverty and communities left out as a result of failing systems.

因?yàn)橄到y(tǒng)失靈,越來越多的人陷入貧困, 越來越多的社區(qū)得不到救助。

【62】Our phone started ringing.

我們的電話響個(gè)不停。

【63】From Washington to Maryland, we helped states distribute 600 million dollars in benefits to kids in school lunch programs.

從華盛頓到馬里蘭, 我們幫助各州給學(xué)齡兒童午餐計(jì)劃 分發(fā)了 6 億美元的福利款。

【64】Louisiana used our best practices tools in notifying people.

路易斯安那州運(yùn)用我們的 最佳實(shí)踐工具來通知民眾。

【65】They proactively sent out more than 40 million texts to residents on how to access critical services.

他們主動(dòng)給居民發(fā)送了 超過 4 千萬條短信, 教他們?nèi)绾潍@得關(guān)鍵服務(wù)。

【66】And in Minnesota, we developed an all-in-one application for nine different safety-net benefits.

在明尼蘇達(dá)州,我們開發(fā)了一款A(yù)PP, 將9種不同的安全保障福利集中到一起。

【67】That can be completed in less than 14 minutes.

不到 14 分鐘就可以全部申請(qǐng)完。

【68】Nearly 200,000 people immediately applied in the first six months.

最初半年內(nèi),就有近 20 萬人 迅速完成了申請(qǐng)。

【69】And for the first time ever, Minnesota's system integrated to reach all sovereign tribal nation members.

有史以來第一次, 明尼蘇達(dá)州的系統(tǒng)整合到了一起, 為所有獨(dú)立的部落成員提供服務(wù)。

【70】That's what is possible, and this is the moment to keep going, redesigning our safety net for a new time and a new age.

這是可能實(shí)現(xiàn)的, 而現(xiàn)在,正是我們繼續(xù)向前的時(shí)機(jī), 為新時(shí)代重新設(shè)計(jì)安全保障體系。

【71】And we can do it all across the country, as governments reset.

隨著政府的重啟, 我們能在全國范圍內(nèi)實(shí)現(xiàn)它。

【72】Over the next seven years, we will partner to redesign systems to unlock 30 billion dollars in benefits for 13 million eligible people in at least 15 states.

在接下來的 7 年里, 我們將合伙參與系統(tǒng)的重新設(shè)計(jì), 解鎖 300 億美元的福利款, 惠及至少 15 個(gè)州的 1300 萬有資格的民眾。

【73】We will bring data scientists and engineers, technologists and researchers together, sitting side by side with government teams.

我們將引入數(shù)據(jù)科學(xué)家和工程師, 技術(shù)專家和研究人員, 和政府團(tuán)隊(duì)并肩作戰(zhàn)。

【74】And our Safety Net Innovation Lab will improve upon and share best practices so that every government can benefit.

我們的安全保障創(chuàng)新實(shí)驗(yàn)室 將改進(jìn)并分享最佳實(shí)踐, 讓每個(gè)政府都獲益。

【75】Because at the heart of our audacious goal is to show the world what's possible when we use the best tools we have today: human-centered technology and government.

因?yàn)槲覀冞@個(gè)大膽目標(biāo)的核心, 就是向世界展示, 當(dāng)我們使用當(dāng)今最好的工具: 也就是以人為本的 技術(shù)和政府時(shí),會(huì)發(fā)生什么。

【76】So that families aren't waiting in parking lots for resources.

家庭不用在停車場等候發(fā)放物資。

【77】Or kids, growing up like my dad, aren't searching for food by whatever means possible.

小孩子, 就像我父親一樣, 不必再用盡一切辦法去找吃的。

【78】Then, then we will see the true potential of every kid.

只有這樣,我們才能看到 每個(gè)孩子真正的潛力。

【79】And that's the calling of this moment to redesign our systems to see people, all people.

這就是時(shí)代的呼喚, 讓我們重新設(shè)計(jì)我們的系統(tǒng), 確保民眾都能被看到,無一例外。

【80】Thank you.

謝謝大家。