Launching the Commonwealth's first generative AI Virtual Assistant
In 2025, Mass Digital partnered with the Registry of Motor Vehicles (RMV) to launch the Commonwealth’s first AI Assistant.
The combined team built the Virtual Assistant (VA) in just 83 days. It launched in time to address the demand for information about the federal REAL ID deadline.
Today, the VA also answers questions about licenses, registrations, and other RMV services. It can do this at any time or day, which means it reduces the volume of support requests to other channels.
The VA platform is also scaling to other state organizations. It delivers clear, accurate information and improves the digital experience for constituents.
Designing better climate services
The Executive Office of Energy and Environmental Affairs (EEA) wanted to improve Resilient.Mass.gov, a website that provides climate resilience information and tools. EEA had learned that its audience of municipal officials, planners, and consultants struggled to find what they needed.
The Constituent Experience Center of Excellence (CX COE) worked with EEA to learn about their audience. Through interviews, testing, and content reviews, the joint team identified opportunities to improve. They simplified the website, including redesigning its navigation around common tasks. They also rewrote information in plain language and improved accessibility.
Making the website easier to use was just one benefit of this work. EEA also learned research and design techniques. They'll be able to use these techniques in improving other products and services, too. Helping organizations build capacity is at the core of CX COE's mission, and a key strategy for delivering on the Roadmap's vision.
Building constituent experience capacity across EOHHS
The Executive Office of Health and Human Services (EOHHS) was building a website to give people one place to apply for and manage benefits. This new Integrated Eligibility & Enrollment (IE&E) portal includes MassHealth, SNAP, and Health Connector coverage. To make sure they built the right thing, they partnered with the Constituent Experience Center of Excellence (CX COE). The joint team would make sure that IE&E delivered a constituent-centered experience.
EOHHS had already chosen the portal’s technology. But they hadn't envisioned what it would be like to use it. The CX COE helped EOHHS create a research plan. Findings from these studies helped ensure that they designed excellent experiences for people who used the IE&E portal.
The partnership also helped EOHHS build its own experience research program. They hired a lead researcher and made research part of their delivery process. Today, EOHHS teams use research findings to shape services and improve outcomes for constituents.
Transforming the educator experience
The Department of Early Education and Care (EEC) wanted to change how educators get certified. This process is unclear, technically complex, and takes a long time. This makes it harder for educators to enter — and stay in — the workforce.
EEC partnered with Mass Digital's Life Experience (LX) team. Together, they studied the educator experience. They gathered data and worked directly with staff and educators to identify challenges. They delivered improvements across the process, including revising forms, instructions, and workflows.
These changes led to 78% fewer support tickets. They also reduced incomplete applications, saving EEC's support staff time and effort. Along the way, EEC teams improved how they worked together. They shared and improved how they used data. And they adopted ways of working that focused on continuously improving what they offered.