The Constituent Experience Center of Excellence works with state organizations to grow research and design capabilities. Request an engagement to get support for your initiative.
- This page, Request support for your constituent-facing initiative, is offered by
- Constituent Experience Center of Excellence
- Massachusetts Digital Service
Request support for your constituent-facing initiative
Contacts
Massachusetts Digital Service
The Details
How we work with state organizations
The Constituent Experience Center of Excellence (CX CoE) offers enablement engagements for state organizations that want to:
- Grow their constituent-centered design capabilities. This includes hiring, building a team, and developing an experience strategy.
- Experience design and research (XDR) work, such as conduct research with constituents, design new content, or improve the experience of getting a service.
Here's what this looks like: Our team will partner with yours to help you accomplish your goals. Our staff can work alongside yours, or we can serve as coaches or mentors. As you work toward your goals, you'll also build new research and design capabilities. Your staff may learn new skills. Your organization may adopt a new practice or method. You might even invest in new roles.
Note: XDR work is not just digital. It includes all constituent-facing products and services, both online and offline. You might be building an app or revising a paper application. We can still work together to improve the experiences of the people you serve.
Requirements for enablement engagements
- You or your team are part of a state organization
- The engagement goals include your team’s growth, e.g. adopting a constituent-centered practice, improving collaboration with stakeholders, adding a new role, etc.
- Your staff can dedicate time each week for collaboration sessions. For some projects, this may mean 4-8 hours per week.
- Our resources enable us to work within your timeline
How to request
- Fill out a request form
- We’ll schedule a meeting to learn more about your goals, team, and timeline. We’ll also discuss the types of support you need.
- We'll chat internally about if we have the capacity to help
- If we think we can help, we’ll send you an engagement plan. This will include goals, engagement team (from your staff and ours), activities and milestones, etc.
- You’ll have an opportunity to propose changes to the plan
- When we’ve agreed on how we’ll work together, we’ll schedule a kickoff
Example enablement engagements
We’ve worked with many different organizations at many different organizational levels. You might be building a new webpage or embarking on a major strategic initiative that requires reorganizing teams, learning new skills, and hiring new roles.
Here are some examples based on real enablement engagements we’ve facilitated:
- You’re overseeing the launch of a new application. You want help gathering requirements, writing an RFQ, and making sure you deliver for constituents.
- You want to analyze and act on the feedback constituents leave after interacting with your call center
- You were recently put in charge of your organization's web content. It’s outdated and you’ve heard people can’t find what they need. You want to learn how to manage it and update it.
- You want to improve something your team manages (e.g. a website, process, service). You’ve heard that testing with constituents really helps, but you don’t know where to begin.
- Your team publishes a lot of technical content. You want to run a workshop for your staff that focuses on how to make that content easier for its intended audience to understand.
- You want to map your internal operations and find opportunities to simplify them
Contact
Address
1 Ashburton Place, Boston, MA 02108