Democratic institutions are under strain—but their obligations to the public have not changed. Drawing from cross-administration reflections and lived experience, this piece outlines what public-facing institutions owe the people they serve: care, continuity, access, and accountability—especially in moments when trust is most fragile.

Institutional transparency is not just about releasing information. It is about designing systems of openness that allow people to understand how decisions are made, how power is exercised, and how public value is created. This Civic Glossary entry explores what transparency really means in government and nonprofit institutions—and why it is foundational to public trust.

City, town, and county managers are the professional administrators responsible for running local government day to day. This Civic Glossary entry explains how these roles work, how they differ from elected leadership, and why they are central to public service.

Community engagement is a cornerstone of public trust. This glossary entry clarifies what it really means, why it matters across government and nonprofit work, and how to move beyond check-the-box approaches.

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.

The Experience Tapestry™ weaves together ten strands of how people encounter public systems—from individual interactions like user experience to systemic forces like environmental impacts. This framework helps leaders see not just isolated touchpoints, but the connections between them that shape trust, dignity, and resilience in public life.

Environmental Experience (EnX) highlights how the design of public systems impacts the natural world—and in turn, people’s health, safety, and quality of life. From waste management and emissions to biodiversity and transit choices, EnX connects civic design to planetary stewardship. Designing for EnX means designing not only for today’s residents, but for future generations who will live with the outcomes.

Civic Experience (CivX) is about how people and communities engage with democracy—from voting and hearings to public comment, councils, and collective decision-making. Strong CivX fosters belonging and legitimacy, showing residents their voices matter. Weak CivX erodes trust, participation, and the sense of shared ownership in public systems.

Life Journey Experience (LJX) focuses on how services connect to the major milestones and transitions people encounter—from birth certificates and school enrollment to retirement benefits. Effective LJX ensures public systems anticipate these moments, rather than forcing residents to navigate silos. When designed well, LJX supports people at the moments that matter most, making civic systems feel coherent across a lifetime.