parts of the government that do everything from issue driver’s licenses, to distribute unemployment benefits, to regulate fish and wildlife. In 2012 they oversaw eighty requests totaling more than $400

environment. Helps identify compensatory behaviors and workarounds driven by un/usability ii. Same benefits applies with internal customers (infrastructure, operations, etc.) iii. Gene Kim – “One of the

[governance] process involve project sponsors (1) developing a formal proposal that incorporates estimated benefits, risks, and resource requirements and (2) submitting the proposal to decision makers who select