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Hello world!
Welcome to WordPress. This is your first post. Edit or delete it, then start writing!
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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. What interoperability looks like A resident who...
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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% came from three business-licensing flows with complex...
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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 is not dumbing down content. It is ادامه مطلب
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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 the rules that govern those moments. The ادامه مطلب
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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, and the first to hold us accountable ادامه مطلب