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An open letter on interoperability
If every public service in every jurisdiction is rebuilt in isolation, we will end up with the same walled-garden problem that plagued the first generation…
SLA refund programme — 90 days in
Ninety days ago we launched automatic SLA refunds: when we miss a service commitment, your fee is credited automatically, with no form to fill. Here’s…
Designing for plain language
The average municipal tax form is written at a post-graduate reading level. The average resident reads at a year-10 reading level. That gap is not…
Six rules for the Civic Assistant
Our Civic Assistant has now had ten million conversations. In most of them, it routes, explains, or drafts — all low-stakes. But in a growing…
Launch day: opening the doors on New Institution
Today we’re opening the doors on New Institution — a fully digital, AI-powered public service rebuild that has been in the making for four years.…