In Service: Notes from the Field
Tactical insights and thoughtful dispatches from inside the work.
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We write regularly about the ideas, tools, and practices shaping better public systems. View all blog posts or browse posts by theme to dig deeper into the topics that matter most to you.
Resident Experience (RX)
Resident Experience (RX) captures how people experience government itself—whether interactions feel fair, dignified, and trustworthy. RX reflects the social contract in action: when residents feel respected and supported, trust grows. When services are inconsistent or inequitable, trust erodes, often for entire communities. Designing for RX means designing for legitimacy.
Public value
Public value shifts the focus from speed and cost to equity, dignity, and impact. This post explores what it means, how to create it, and why it matters in public work.