Massachusetts State Seal An official website of the Commonwealth of Massachusetts Here's how you know

Official websites use .mass.gov

A .mass.gov website belongs to an official government organization in Massachusetts.

Secure websites use HTTPS

A lock icon or https:// means you've safely connected to the official website. Share sensitive information only on official, secure websites.

Skip to main content

Constituent Experience Center of Excellence

We help state organizations understand what people need and make government services easier to use. Join us in building a community of state employees who learn from each other and improve services together.

Get started

Connect with us and tell us what you’re trying to do. Our team of researchers, designers, and writers can collaborate with you on specific challenges and building skills. We also have templates and guides to accelerate your work. 

Engage with us 

Partner with the CX COE on a real challenge. Accomplish your goals while building your team’s capacity for constituent-centered work.

Explore resources 

Find guides, tools, and templates to help you learn about the people you serve and improve their experiences.

Join a community 

Connect with other state employees doing the same kinds of work you do. Share ideas, learn from others, and solve common challenges together.

How we work with state organizations

We want to make interacting with government fast and easy for everyone in Massachusetts. We collaborate on projects where you will: 

  • Learn from constituents. Understand people's needs, goals, and challenges through experience research. 
  • Improve services. Design and test services and interactions to make government easier to use. 
  • Improve communication. Make information easier to find, understand, and act on. 
  • Measure experiences. Learn from real people what's working and where you can improve. 
  • Team building. Build a team with new hires or from the staff you already have. 

We work alongside your team, helping you build skills you can continue using after our work together ends. 

About us  Our work and impact 

See constituent experience in action

State organizations are working to make government services more accessible, effective, and easier to use. 

The 2026 Massachusetts Constituent Experience Showcase brought state employees together to share their work, what they learned, and how they're improving services for the people of Massachusetts. 

Explore showcase highlights 

Events

See all events   for the Constituent Experience Center of Excellence

Related resources

Digital Roadmap 

Learn about the Commonwealth's plan to make digital government services easy, safe, and convenient to use.

Massachusetts Design System 

Use shared guidance and components to create clear, accessible, and consistent digital experiences.

Accessibility Center for Consulting, Education, and Support Services 

Get help making your organization's digital services and information accessible.

Help Us Improve Mass.gov  with your feedback

Please do not include personal or contact information.
Feedback