Address
304 North Cardinal St.
Dorchester Center, MA 02124
Work Hours
Monday to Friday: 7AM - 7PM
Weekend: 10AM - 5PM
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.…
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%…
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…
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…
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,…