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Oh, hi!
January always comes with big promises. New tools. New platforms. New urgency.
But here’s the hard truth I want to name early. Most cities need something simpler than innovation in 2026. They need less friction. AI is everywhere right now. In headlines. In council conversations. In vendor pitches. And yes, government still feels behind. That gap can feel overwhelming.
So let’s reset the frame. 2026 is not the year to chase AI. It’s the year to make everyday government feel easier.
Three things you should know:
1️⃣ The best AI implementations are invisible. When residents notice the technology instead of the outcome, trust drops fast.
2️⃣ Speed matters, but clarity matters more. Faster responses only work if people actually understand what’s happening.
3️⃣ Systems beat tools. Cities that design repeatable service experiences outperform those chasing one-off tech pilots.
This part really matters. Residents do not necessarily want smarter government. They want simpler government. AI only earns its place when it removes steps, confusion, and frustration from real moments that matter.
We’ve seen this play out already.
Boston shaped its 2024 Summer Safety Plan after hosting 27 public meetings across nine neighborhoods, gathering resident input before final decisions were made.
Colorado Springs publicly shares results from its annual Community Satisfaction Survey, including a live dashboard that shows progress and priorities in plain view.
Seattle’s One Seattle Plan engagement process gathered more than 10,000 comments by partnering with community organizations and publishing what was heard and how it shaped next steps.
Different cities. Same principle. Technology stayed backstage. Service stayed front and center.
People don’t remember the system you use.
They remember how it felt to get help.
What you can do:
Pick one resident pain point. Not a department goal. A real complaint you hear over and over.
Map the journey. Where do people get stuck, confused, or sent somewhere else?
Use AI only where it removes a step or speeds up understanding. Drafting responses. Routing requests. Summarizing updates.
Keep humans visible. Names, faces, and accountability still matter more than any tool.
And if you only do one thing:
Ask your team one simple question this week:
“If we could make one interaction easier for residents in 2026, what should it be?”
Write the answer down. That’s your roadmap.
That’s the focus I’m asking you to carry into 2026:
Design for ease.
Not to experiment endlessly.
Not tech for tech’s sake.
Ease.
If you get that right, everything else compounds.
Hit reply and tell me the one resident experience you want to make simpler this year. I read every response, and they shape what we tackle next.
Thanks for tuning in,
—Dana
🎤 Want me to speak at your next event?
From virtual keynotes to in-person workshops, I partner with city teams, associations, and organizations to talk about what’s next in digital engagement, citizen experience, and government storytelling.
