When Technology Violates

I first heard this story on my WSJ This Morning Podcast.  Take a look!

Where was the mistakes made?

• The trucks were a classic case of cost cutting for technology sake.  Never let technology drive the answer in a vacuum. 
• Toledo decision makers did not listen to or observe their customers.  The one-size fits all cans did not fit the needs of the residents.  It cut down on the service and the elderly could not even manage the new cans.
• The city did not contemplate the residual costs associated with the program, i.e. the call center, the additional supervision, etc.
• There was no test marketing of the concept. No risk reduction therefore no fall back.
• No educational transition to residents.