MyMassGov
MyMassGov is a secure way to sign in to many state services with one username and password. It can also save information, so people do not have to enter the same details again.
We continue to expand MyMassGov to more state services and add features that make it easier to use.
Video: What is MyMassGov
Skip this video What is MyMassGov.Examples of our work:
- Expanding MyMassGov to more state services
- Helping people verify their identity so they can complete some state transactions faster
- Providing call center support to help state agencies resolve MyMassGov issues
Seamless Engagement
People often need to use several websites or services to get something done. Seamless Engagement aims to make those experiences easier and more connected.
This work includes using artificial intelligence (AI) to help people find information and get answers on Mass.gov. The Virtual Assistant is on a platform that’s shared across state agencies.
Examples of our work:
- Offering an AI Virtual Assistant that answers questions about state services
- Expanding the Virtual Assistant to more agencies and services
- Building a shared platform for a more consistent experience
- Using feedback and data to improve the Virtual Assistant over time
Life Experiences
Major life changes, such as having a baby or losing a job, may require people to use several state services. This can make an already important or difficult time more complicated.
We work with state agencies to understand how people's experiences across different services and programs. This helps us find ways to make services work better together. Our goal is to make it easier for people to get the help they need, even when they need services from more than one agency.
We use human-centered design. This means listening to people, designing around their needs, testing ideas, and improving them over time.
Examples of our work
- Improving services for early childhood educators and family child care providers
- Making forms, websites, and processes easier to use
- Creating guidance that helps people understand what they need to do. This includes a guide to becoming a family child care provider.
- Working to improve experiences for people who use SNAP and the employees who help them
Digital Accessibility
Accessibility means making sure people with disabilities can get the same information and use the same services as everyone else, just as easily.
State and local governments must make digital content and services accessible. This includes websites, applications, videos, and social media. We help state agencies build accessible digital services and meet accessibility requirements.
Examples of our work:
- Executive Order 614 (2023) established statewide leadership and responsibilities for digital accessibility
- The Massachusetts Digital Accessibility and Equity Strategic Plan guides accessibility work across state government
- The ACCESS Team provides accessibility standards, guidance, and support to state agencies
- State employees can use the Accessibility Training and Resource Center to find training and other resources
Constituent Experience Center of Excellence (CX COE)
The Constituent Experience Center of Excellence helps state agencies make their services easier for people to use.
Our team has expertise in research, design, and content. We provide guidance, training, and resources that help agencies understand people's needs and design better services.
Examples of our work:
- Helping state teams build skills in research, design, and content
- Helping agencies make research part of how they design and improve services
- Launching Communities of Practice where state employees can learn from each other
- Providing a resource library with guides, templates, and advice on delivering great experiences