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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 of private-sector SaaS. This post is an open letter to other digital-government teams: let’s not.…
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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 what happened. The numbers What the misses had in common Of the 498 misses, 71%…
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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 a small problem — it is the problem. What plain language actually means Plain-language rewriting…
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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 share, it sits between a resident and an outcome that matters. This post is about…
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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. If you’re reading this, you are among the first 1.2 million residents to hold accounts,…
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