Improving digital experiences
The Digital Roadmap is a statewide plan to improve how people use government services online. It outlines a long-term approach to creating consistent, accessible and people-centered digital experiences for everyone in Massachusetts.
The roadmap helps state organizations:
- Understand what constituents need and expect
- Build and reuse shared tools and platforms
- Work together more effectively across organizations
- Improve experiences across entire journeys, not just single transactions
- Make sure digital services work well for all people, across all devices
The roadmap was developed by the Massachusetts Digital Service, part of the Executive Office of Technology Services and Security (EOTSS), in partnership with state organizations and with input from the public.
Our vision and values
Our vision is to “provide accessible, simple, and secure digital experiences that adapt to a person’s needs — so that every time they engage with any part of their government, they're getting the most and best of the Commonwealth.”
This vision is guided by seven core values shaped by feedback from constituents and state organization partners:
- Keep it simple
- Include me
- Recognize me
- Don't waste my time
- Keep me in the loop
- Put it within my reach
- Earn my trust
These values guide how we design, build, and improve digital services across the Commonwealth.
How we improve digital services
The Digital Roadmap outlines how we work with state organizations to improve digital services across the Commonwealth.
Shared digital tools and platforms: We build and support reusable digital tools that many state organizations can use. These include MyMassGov’s secure single sign-on and user profile, and shared technology like our GenAI Virtual Assistant that state organizations can deploy on Mass.gov. These platforms reduce repeated work and create more consistent, reliable experiences for the public.
Experience research and service design support: Through the Constituent Experience Center of Excellence (CX COE), we support organizations with experience research, experience design, and content strategy. We help organizations understand constituent needs, test ideas, and improve full journeys — from first contact to long-term support.
Accessibility, standards, and governance: We help organizations meet federal accessibility requirements, follow digital service standards, and apply guidance related to privacy, security, data, and AI. We offer training, office hours, and resources to support this work.
Capacity building and cross-agency coordination: We make it easier for organizations to work together. Through communities of practice, shared templates, and collaborative tools, organizations can learn from each other and build long-lasting capacity within their teams.
How we got here
The Digital Roadmap began during the COVID-19 pandemic, when more people than ever needed to access services online. It became clear that digital technology plays a critical role in how people interact with the state.
We began working on the roadmap in 2022. In 2024, Governor Healey’s Future Tech Act of 2024 authorized $110M for its implementation. Over four months, we worked with organizations across state government to identify shared challenges and create a plan for addressing them.
The roadmap is flexible. It will continue to evolve as technology changes and as we learn from constituents and organization partners.
Looking Ahead
We are continuing to invest in technology and tools that connect experiences across state services.
As the Digital Roadmap evolves, we will share updates on progress and expand support for organizations working to improve digital services.