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… 

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… 

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… 

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… 

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…