The launch of HealthCare.gov, the website of the Affordable Care Act (AKA Obamacare), was a major public relations disaster for the Obama administration. This case examines some of the factors that contributed to the failure of the launch and then details how Optum, an information technology service provider, considered the opportunity provided by…

These case studies and analytic essays are intended to give the reader a richer understanding of when and how top managers succeed or fail in their efforts to use performance management (PM) systems to improve the functioning of federal, state, and local government in the United States (U.S.). The question mark in the title is intended to remind…

This document is one of a series of reports which describe the experiences of six state agencies that are developing systems to affect the development and implementation of policy in the federal/state program for vocational rehabilitation. The state programs are developing model program evaluation/management information support units. This second…