Pull Beats Push
"Create demand. Don't mandate compliance."
Sustainable transformation occurs when people choose to change because they see benefit.
The Problem
Mandating change through policy or executive directive generates compliance without commitment.
The Solution
Sustainable transformation occurs when people choose to change because they see benefit. The most successful government digital services are those civil servants choose to use because they make work easier, not those they're mandated to adopt.
Implementation Steps
- Focus on creating genuine value for users
- Make the new way easier than the old way
- Let success create demand
- Use mandates only after voluntary adoption demonstrates value
Real-World Examples
The most successful government digital services are those civil servants choose to use because they make work easier. Willing adoption spreads faster than mandated compliance. Users become advocates.
Key Insight
People resist being pushed but will pull toward what helps them.