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Digital projects for state organizations

Is your organization trying to improve constituents’ experiences with your services and information? Massachusetts Digital Service can help.
Request via ServiceNow 

Contacts

EOTSS End User and IT Service Support

Phone

EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online

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Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

The Details

Features

Do you have an idea about how to improve constituents’ experiences finding and using your organization's information and services? Maybe you want to evaluate your constituents’ experiences, improve your content, or reimagine a process. But building the digital experience you want can be difficult if you’re not sure how to start or what resources are available to you. Mass Digital would love to talk to you and help you find a path forward.

Learn about our services

We offer a range of services and many different ways of collaborating:

  • We’ll consult with you to help you understand the path forward
  • We’ll work with you as part of an integrated team
  • We’ll teach you how to do the work yourself through individual sessions and trainings
  • We’ll provide you with the resources and supports you need to do the work on your own

You can also hire our multimedia team to create live-action videos and motion graphic animation videos, or take photographs to enhance your message. 

How to request

To get started, schedule a consultation with our team.

Request service via a ServiceNow request

Service Level Expectation (SLE)

Digital projects for state organizations

SLEResponsibilities/Dependencies
Fulfillment: Due to the variable nature of this request item, fulfillment time will differ on a case-to-case basis. SLE will be communicated following the finalization of customer requirements.

Customer

  • Responsible for adhering to the EOTSS Standard Rules of Engagement.
  • Responsible for submitting accurate information to EOTSS during the intake and discovery process.
  • Sharing complete requirements will ensure that accurate SLEs are provided and met.

EOTSS

  • Responsible for coordinating discovery meeting(s) with the customer. 
  • Once all requirements are collected/finalized following intake and discovery, EOTSS will determine the appropriate SLE for the request and communicate to the customer.
  • Responsible for assisting customers plan and execute projects related to new digital apps or website, based on their requirements. 

Policies

Acceptable Use of Information Technology Policy

Contact

Phone
EOTSS End User IT Service Desk Call EOTSS End User and IT Service Support, EOTSS End User IT Service Desk at (844) 435-7629

Support for Commonwealth end users and IT support personnel

Online
ServiceNow Log in to ServiceNow 
Chat with us live! Log in and click "Chat now" 
Send us an email Email EOTSS End User and IT Service Support at MassGov@service-now.com
Learn more about this organization 

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