MyMassGov
MyMassGov is a secure website that lets people use one login and password to access multiple state services and applications. It also reduces the need to repeatedly enter the same information and helps create a more consistent experience across services. We continue to expand MyMassGov by adding new programs and features that make it easier and better to use.
Video: What is MyMassGov
Skip this video What is MyMassGov.At-a-glance progress:
- People can use MyMassGov to log in to more than 100 state services including the Registry of Motor Vehicles (RMV), Virtual Gateway, Paid Family and Medical Leave, and Unemployment Services
- 300,000 people have verified their identity and can use it to speed up transactions with the state
- A central contact center launched to support state agencies in escalating and quickly resolving user issues
Seamless Engagement
Seamless Engagement is about creating connected experiences across state services. We want to make it easier for constituents to get help and move between websites and services without losing context. This work includes shared tools, cross-agency coordination, and using generative AI/large language models (LLMs) to help people find information and get answers on Mass.gov.
At-a-glance progress:
- We launched an AI-powered Virtual Assistant in April 2025 with the Registry of Motor Vehicles (RMV) to answer REAL ID questions. Today, it can also answer questions about licenses, vehicle registrations, and more.
- Using multi-agency architecture, we then expanded the Virtual Assistant platform to other organizations and services on Mass.gov. Today, constituents have access to the Virtual Assistant for:
- We plan to expand the shared platform to other services over time. This shared model lets us scale technology, content patterns, governance, and analytics across organizations. It enables easier onboarding, a consistent experience, and continuous improvement based on data and constituent feedback.
Life Experiences
Life experiences are big events or changes like having a baby, losing a job, or retiring. During these experiences, people often need to interact with multiple organizations, websites, or systems, which can be a challenge. We’re working with state organizations to help design services based on people's lived experiences, across programs and over time.
Our life experience framework helps government agencies work together to understand constituent journeys and improve how services are delivered across them. It uses Human-Centered Design (HCD). This means you listen to people, design solutions based on their needs, test those ideas, and improve over time.
At-a-glance progress:
- Completed a partnership with the Department of Early Education and Care (EEC) and the Executive Office of Education IT (EOE IT) to improve career pathways for early childhood educators.
- Improved the professional certification process, including changes to the parts people see (like forms and websites) and the behind-the-scenes steps that make everything work.
- Developed resources and guidance for family child care providers, including a step-by-step guide for people interested in getting a Family Child Care license.
- Partnering with the Department of Transitional Assistance (DTA) to improve SNAP (Supplemental Nutritional Assistance Program) client and worker experiences. We are focusing on reducing errors and improving worker efficiency in SNAP.
Digital Accessibility
Accessibility means a person with a disability can access the same information and services as a person without a disability in an equally effective and integrated manner. This means people with disabilities can enjoy the same services with an equivalent ease of use and with the same level of security and privacy.
State and local governments are required to provide accessible digital content and services, including websites, applications, multimedia, and social media. Aligning with established accessibility standards and best practices helps ensure consistency, usability, and compliance across digital experiences. Advancing accessibility is a key component of the Digital Roadmap and supports equitable access to government services and information.
At-a-glance progress:
- Executive Order 614 (2023) established a governance structure to advance digital accessibility and equity, including a Chief IT Accessibility Officer and Secretariat IT Accessibility Officer roles across the Commonwealth. These leaders are charged with establishing programs and creating implementation plans aligned with the Massachusetts Digital Accessibility and Equity Strategic Plan.
- A centralized accessibility team provides enterprise policy, standards, guidance, and support to help agencies implement accessibile digital solutions.
- Training and support opportunities are available to Commonwealth employees, including educational resources, office hours, and access to subject matter experts.
Constituent Experience Center of Excellence (CX COE)
Helping state organizations design and deliver great constituent experiences is a key Roadmap strategy. This is why we created a Constituent Experience Center of Excellence. This team includes experts in experience research and experience design. We advise, share best practices, and offer tools and trainings to help organizations design services that put people first.
At-a-glance progress:
- We help organizations build skills so they can improve constituent experiences. For example, we’re helping a content team learn to make constituent research part of their work. This helps them improve how they design webpages and information.
- We’re also helping organizations start research and design teams. This includes helping them design roles, review resumes, and select candidates.
- We launched Communities of Practice (CoPs) where organization staff can meet and learn from one another. Examples include:
- The Experience Research CoP, focused on learning how to conduct research with constituents
- Content Lab, focused on content strategy and creating effective, accessible plain language content
- We created a resource library to help organizations build teams and deliver great experiences. It includes:
- “How to” guides, templates, and advice on building constituent-centered teams and ways of working.