MyMassGov
MyMassGov is a secure website where people can use one account to access state services and applications. It helps reduce how much information people have to enter when they apply. We're always adding new features to make MyMassGov easier and better to use.
Video: What is MyMassGov
Skip this video What is MyMassGov.At-a-glance progress:
- More than 2 million people now use MyMassGov.
- People can update their profile, including their name, password, email, and how they log in.
- We’ve added more state programs to MyMassGov. These include the Virtual Gateway, Paid Family and Medical Leave, and Unemployment Services. More programs will be added soon.
- Our identity verification tool helps people easily and securely prove who they are. This means they don't have to do it again when they apply for new services.
Seamless Engagement
Seamless Engagement is about creating connected experiences across state services. We want to make it easier for people to get help and connect in different ways — like websites, email, or chat — without losing their place. We’re building tools to help agencies work together and communicate better. We're focused now on using artificial intelligence (AI) to improve state websites. We want people to get quicker, better answers to their questions no matter how they contact us.
At-a-glance progress:
- We worked with the Registry of Motor Vehicles (RMV) to create a Virtual Assistant chatbot. It uses Generative AI to help people get answers easily and quickly. We launched the chatbot on RMV webpages in April 2025. It helped people learn about upgrading to a REAL ID before the May 7, 2025 deadline. Today, it can also answer questions about licenses, vehicle registrations, and more. It handles about 1,500 conversations a day.
- We updated web content, built the AI chat tool, and supported RMV staff. It has also helped us prepare to bring AI chat to other agencies and offer live chat in the future.
- We’re creating a shared Virtual Assistant system that many agencies can use. We made a template to help set it up faster in the future. This means we can reuse the same technology and processes each time.
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 organizations to streamline these types of experiences.
Our life experience framework helps government agencies work together more efficiently. 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. Our model encourages organizations to work together and share information. We want to simplify services and make sure that we design things that meet people's needs.
At-a-glance progress:
- In January 2025, we started working with the Department of Early Education and Care (EEC) and the Executive Office of Education IT (EOE IT). Our goal is to give better career support to early childhood educators. We’re creating better experiences for educators who want to grow their careers.
- We're looking at the full journey — from the first time they reach out to the support they’ll need over time.
- We’ve already made several updates to the professional certification process. These include changes to the parts people see (like forms and websites) and the behind-the-scenes steps that make everything work.
Digital Accessibility
Digital accessibility means removing barriers that block access for people with disabilities. When digital experiences are accessible, they’re better for everyone.
In 2024, the U.S. Department of Justice made a rule that says state and local governments must make their online content accessible. This includes websites, mobile apps, videos, and social media. They must follow standards called the Web Content Accessibility Guidelines (WCAG) version 2.1, levels A and AA. Making sure everyone can use state services is an important Roadmap goal. That’s why we’re helping state agencies learn about and follow the new accessibility rules.
At-a-glance progress:
- The 2023 Executive Order 614 established the Digital Accessibility and Equity Governance Board. It also established the Chief IT Accessibility Officer and Secretariat IT Accessibility Officers.
- We created a central accessibility team to provide policy, standards, guidance, and information. They also are helping implement accessibility for digital assets.
- Commonwealth employees can now take trainings on accessibility topics. They can also meet with the accessibility team during office hours. They can ask questions and learn from subject matter experts and others.
Constituent Experience Center of Excellence (CX COE)
Helping agencies 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 agencies design services that put people first.
At-a-glance progress:
- We help organizations build skills and staff 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 an organization start a research and design team. This includes helping them design roles, review resumes, and select candidates.
- We launched Communities of Practice (CoPs) where agency 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 agencies build teams and deliver great experiences. It includes:
- “How to” guides, templates, and advice on building constituent-centered teams and ways of working.