Writing on the interplay between digital and social systems — on living public infrastructure.
A customer reported the problem twice, in writing, months before the one-star review. We model what actually happens after feedback arrives — by email and by online form — and find both paths ending in the same archive.
A customer said yes 61 days ago and the money just arrived. We model one small business's path from handshake to bank deposit — and find that three days of work hides inside two months of waiting.
A plain language guide for running a city website without a traditional CMS: staff open GitHub issues, an agent makes the change, and every update is reviewed before it goes live.
Files, issues, and agents for public agency sites — a simpler, more flexible way to run a website than logging into a content management system.
Every government form is a service in disguise. This is a framework for taking one apart — and a first application to the business license renewal.