What Reducing Friction Really Looks like in Gov Tech
In government technology, progress isn’t measured by how many features ship in a year. It’s measured by how much easier the work becomes.
In 2025, we focused on a simple but important goal: reducing friction across the entire government service lifecycle—so teams can move faster, residents get better outcomes, and trust is built into every interaction.
That focus wasn’t abstract. Customer feedback and usage data made it clear that backend usability and overall “likeability” of admin tools were contributing to churn. So instead of chasing novelty, we made a deliberate investment in fundamentals: usability, flexibility, accessibility, and workflows that reflect how government actually operates.
This is what progress looks like when it’s built alongside customers.
Making Everyday Admin Work Faster and Less Frustrating
Many teams told us their tools technically worked, but small inefficiencies added up. Routine updates took longer than they should. Training new admins required too much handholding. Simple tasks created unnecessary friction.
So, we started where the work starts.
Website Management
Throughout 2025, we modernized the CMS experience with a phased focus on usability and clarity.
What changed
- A redesigned CMS admin interface with improved navigation and workflows
- Event Series functionality to simplify recurring and multi-part events
- Full replacement of the legacy text editor with a modern, extensible experience
Why it matters
- Less training time for new admins
- Faster day-to-day updates
- Fewer errors and less frustration for non-technical users
This wasn’t about making things look new; it was about removing cognitive load so teams can focus on serving their communities.
Giving Teams Control Without Complexity
Rather than adding new map features, we focused on making existing GIS data easier to access, manage, and share without requiring support tickets or technical workarounds.
Customers using GIS Webmap consistently asked for better performance and more self-service access to their own data. In response, we focused on making Webmap faster, more reliable, and easier to use independently.
GIS Webmap
What changed
- Significant performance improvements for smoother, faster maps
- Self-serve map theming
- Full spatial data exports (Shapefile, GeoJSON, GeoPackage)
- API enhancements to support integrations and external use
Why it matters
- Faster access to data-heavy maps
- Less reliance on support for routine updates
- Easier data sharing across departments and systems
Reducing friction here meant fewer tickets, fewer workarounds, and more autonomy for teams.
Supporting Real-World Government Workflows
Government workflows are rarely linear. Meetings involve last-minute changes, confidential discussions, accessibility requirements, and public transparency at once.
Instead of forcing rigid processes, we focused on removing constraints that didn’t reflect reality.
Meetings Management
What changed
- Flexible video management that works with any recording or streaming solution
- WCAG 2.1 AA–compliant iframe updates for accessibility
- Confidential agenda items with role-based access controls
Why it matters
- Better public access to meetings and recordings
- Secure handling of sensitive information
- Accessibility and compliance built into the workflow
Looking ahead, this work continues with updated agenda item approval workflows planned for 2026, further streamlining how agendas move from draft to public record.
Accessibility, Transparency, and Trust By Design
Accessibility isn’t optional when you serve the public. It’s foundational.
Across the platform, we made improvements aligned with ADA, AODA, AMA, and WCAG standards. These improvements were made across shared components, ensuring accessibility gains compound over time rather than living in isolated fixes.
What changed
- Improved screen reader and keyboard navigation
- Better color contrast and page structure
- Enhanced “skip to main content” functionality
Why it matters
- More inclusive access for residents
- Reduced compliance risk
- Stronger public trust
When accessibility is built in from the start, everyone benefits.
Schedule An Accessibility Audit
Better Requests In. Better Work Out.
In 2025, we intentionally focused beyond request intake—looking at how information flows from residents to staff, systems, and field teams.
Service requests are only as effective as the information they start with.
Request311 + Integrations
What changed
- Expanded integrations with Lucity, Cityworks, Cartegraph, NexGen, Esri, and Catalis Tax
- Richer data sync across intake and work orders
Why it matters
- Fewer follow-ups and reclassification
- Better context for field teams
- Faster resolution times
Request311 Branded App
Customer feedback made it clear that gaps in the branded app experience were impacting trust and competitiveness.
What changed
- Support for anonymous service requests
- Improved location validation and map behavior
- Video and document uploads
- Quality-of-life and reliability improvements
Why it matters
- Fewer submission errors
- Improved resident confidence
- Experience parity with leading alternatives—without unnecessary complexity
Purpose-Built AI, Embedded Where It Actually Helps
AI is everywhere—but usefulness matters more than novelty.
Over the past year, we’ve taken a deliberate approach to AI: focusing on real workflows, measurable outcomes, and meaningful time savings.
That’s why we’re starting with Catalis Assistant, our AI-powered experience built directly into Request311.
Introducing Catalis Assistant (Now in Beta)
Today, Catalis Assistant is intentionally scoped to a specific, high-impact moment in the workflow: helping residents submit better requests the first time. Catalis Assistant helps residents engage with your team without needing to understand internal categories or government terminology.
Embedded directly in the resident portal, the Assistant:
- Guides users to the correct request type
- Pre-populates key fields
- Uses each municipality’s own knowledge base and configuration
The result is a smoother resident experience—and less rework for staff.
We are currently working with a small group of beta customers and validating accuracy, usability, and real-world impact. Based on early feedback, we’re targeting broader availability in the coming months.
This is just the beginning. Our philosophy for AI remains the same as everything else: practical, embedded, and purpose-built.
What This Means Going Forward
2025 was about strengthening the foundation:
- Tools that are easier to use
- Workflows that reflect reality
- Integrations that reduce work instead of adding it
That foundation shapes everything coming next.
In 2026, we’re continuing in that same direction—practical innovation that scales trust across the government service lifecycle.
More to come soon.