Overheard anecdote details how early Airbnb engineers embedded at the OPM to modernize federal retirement processing

they did it. the mad lads actually did it.

i never talked about my time at DOGE last year because it was so controversial and contentious (remember that?)

early last year, @jgebbia recruited a handful of his most trusted early Airbnb engineers to embed at the Office of Personnel Management to solve the "retirement paper" problem.

processing a federal retirement took months, and in the extreme retirees could wait up to 6 months for their full pension to arrive. what was the holdup? paper. remember hearing Elon talk about "the mine" in Pennsylvania? we got to visit it. in deep underground caverns blasted out of limestone, there were literally acres of file cabinets, as far as the eye could see, storing files detailing federal employees' employment and paystub history. a simple "case" might be only a quarter or half inch thick, but really complex cases filled up whole filing cabinets. one famously took up a whole pallet.

each case was hand processed by case workers in cubicles deep underground. they checked calculations, made sure forms were filled out properly (many weren't), and handled a long tail of complex issues. we'd watch as they keyed data into a black and white terminal, transmitting to the COBOL mainframe built many decades ago.

since cases were processed by hand, there were multiple rounds of human review, and additional rounds for complex cases. case files were walked around between one worker's outbox and another's inbox. sometimes it would sit in one place for days, waiting to be picked up.

to OPM's credit, they'd done multiple rounds of "digital transformation" spanning decades, so some systems were newer than others. there was a big effort in the mid-90s. but the systems were disparate, and it was a total maze getting them to talk to each other. there was a big effort to build a web app where employees applying for retirement could digitally fill out the necessary forms — just to be mailed to the mine and stuffed into the paper file. and few federal agencies were even using it.

when we arrived, OPM was midway through a fresh attempt at digital transformation, delivered by a software contractor.

the blackpill was seeing the terrible quality of the software and interacting with the contractors. coming from silicon valley, i couldn't believe how low the talent and quality bar was for selling software to the government. it's clear, as the OG USDS people explained to me a decade ago, the primary skill these vendors have is securing government contracts. it's a huge moat. delivery of quality product be damned.

we fired the vendor and took over the project. they'd been working on it for more than a year, and there was another year before they were going to deliver it. at first we tried to bend it to our will, to actually connect all the various data sources and get to a decent UX for case workers in the mine to use, but we soon realized we were going to have to rebuild the whole stack from scratch.

it was around this time I had to go back to new york — i had a new job waiting for me, a four month old, and a wife whose patience was running out. but i got to watch from afar as the team cranked day and night, hitting early milestones. and now they've fully done it.

huge congrats to Joe and the team. @yatshitcray was the hero in the trenches. indefatigable, unrelentingly optimistic, and determined to see this project through. when i recruited him for "ok i can do two, maybe three months", he stuck it out over a year making this project a reality.

while the retirement project was under the DOGE banner, it operated different from what you heard from the breathless, negative media — we came in with the attitude of partnering with career OPM employees. we were team members determined to bring our software talents to bear on the problem they've been trying to fix for years, which they hadn't had the resources to solve before. they were wary at first, not sure about us, but they quickly saw how authentic and determined we were to work together toward the same goal. props to Joe for developing those relationships, setting the example of how to collaborate together.

what's the end result? lifelong federal employees, veterans, postal carriers get their full pension installments almost immediately. days instead of months. peace of mind for these people to devoted their careers to serving our country. massively streamlined operations inside of OPM. and NO MORE PAPER 🫡🇺🇸