Essays

The Citizen-Centric Government: Creating delightful customer experiences for citizens around life-events

Inevitably, governments can’t always give their citizens what they want, but it is increasingly unforgivable that they cannot give citizens what they need. Along with handwritten letters and video rental, citizen perceptions of government as stable and reliable have fallen victim to the modern era. In a world in which trust has declined and remains low, governments are finding that the status quo no longer suffices: people are less tolerant of slow-moving bureaucracy, defective technology and wasted taxpayer money.
Essays

Making government as a platform real

A couple of weeks after leaving the UK Government Digital Service (GDS) back in October 2015, I attended the Code for America summit in California. I gave a talk about some work I'd led during my final months in government, work that explored what it would be like to live in a truly digital nation, with new digital institutions. What follows is the gist of what I said that day. I've updated it for clarity, and added some links that I...