AI is reshaping public systems, but not everyone benefits equally. This piece explores how long-standing power patterns reappear in AI—and what public leaders can do to ensure innovation strengthens, rather than erodes, public trust.

Post-election periods can create pressure to act fast, but urgency alone rarely leads to better outcomes. What public-sector teams need most in this moment is alignment—clarity on priorities, roles, workflows, and the public experience they aim to protect. This piece explores how governments can move from reaction to coordinated, people-centered action in the early months after an election.

Service Experience (SX) focuses on whether a public service works end-to-end—from eligibility and application through fulfillment and follow-up. In civic contexts, SX is the proof of whether a system can actually deliver on its promises. When designed well, SX reduces burdens, prevents duplication, and ensures services work as intended for both residents and staff.

Timely interventions provide public services at the moment they’re most needed. Anchored in public health but extending to education, social support, and civic engagement, these approaches help governments design systems that are adaptive, equitable, and trusted.

Private-sector tech brings speed, scale, and efficiency—but in government, those priorities can clash with democratic values like accountability and inclusion. Leaders must navigate these contradictions with care, designing systems that deliver innovation without compromising trust.

Interoperability means more than systems “talking” to each other—it’s about reducing silos, saving time, and respecting dignity. In civic tech, interoperability helps government, nonprofits, and tribal nations work together to deliver public services that meet people’s real needs.

From clinic entries to ballot design, great service design has always gone beyond the screen. Here’s why blending digital and physical touchpoints—whether rethinking an entire service or improving just one part—creates lasting impact.

Administrative burden is the hidden cost of interacting with public systems—paperwork, delays, confusion. This post explores how design can help reduce that burden and restore trust.