Download the complete service offering docx format of mass_gov_contentserv_services_definition.doc

1. Description of Service

Information architecture (IA), usability, findability, and content development that incorporate web and user experience (UX) best practices are key to agency success in web communications.  Agency representatives should contact the Director for assistance with content structure and prioritization, with usability questions, with Search Engine Optimization (SEO) questions, and for help promoting programs and services on the portal and via its social media channels.


This service includes:

  • Linking to agency content via scrolling slideshow.
  • Promoting/linking to agency content via Twitter handle (@massgov).
  • Promoting/linking to agency content via agency-authored "guest" blog post on blog.
  • Vetting/assisting with updates for top-level pages.
  • Ad-hoc assistance with IA best practices, such as information architecture development, Search Engine Optimization (SEO), usability, and/or accessibility.


Support services include:


2. Service Targets and Metrics


Service Requirement

Description home page promotionAgency representative requests to link to agency content via the scrolling slideshow on the home page.  
Promotion via on social media channelsAgency representative requests to link to agency content via the Twitter handle (@massgov) or on the blog.
New / corrected informationCustomer submits new/corrected content for top level Mass.Gov "article" page(s).
Ad hoc assistance with IA best practicesCustomer has a question about the best way to develop/display content, adjust site navigation, or improve findability of web pages.
Service Availability9:00 am - 5:00 pm Monday through Friday excluding holidays.






Not available at this time  




Not available at this time  


3. Service Reporting

Currently, there are no reports available for this service.



4. Service Requests

COMiT Service Requests*


Lead Time-Business Days
Request Content Modification: Suggest New Content, Links or Online Services for Mass.Gov

We want to hear about new content, programs or services on your site so that we promote them on Mass.Gov!  This service request includes:

  • Request new content on Mass.Gov - news and updates and/or feature story.
  • Request new content on Mass.Gov - new/corrected information.
Lead time depends on specific request.

*For new service requests only. To manage existing requests, please log into COMiT.

5. Customer Responsibilities

The customer will develop feature story content and perform final editing for style, usability and accessibility.

For your convenience, you may also view a detailed list of customer responsibilities docx format of mass_gov_contentserv_services_definition.doc



6. Chargeback Rate Information

For more information on Chargeback, including an overview of the program as well as current and previous fiscal year rates, please visit our Chargeback Services webpage.

The costs pertaining to this service offering are currently funded out of MassIT's Operating Funds.  No additional detail is available for review.

Updated September 25, 2014
Reviewed August 16, 2016
Published September 13, 2012
Created May 12, 2009: Information provided by the Mass.Gov Team