Launching the Commonwealth's first generative AI Virtual Assistant
Mass Digital partnered with the Registry of Motor Vehicles (RMV) in 2025 to launch the Commonwealth’s first public-facing generative AI Virtual Assistant.
Built in just 83 days, the Virtual Assistant helps residents find answers to questions about REAL ID, licenses, registrations, and other RMV services. The tool was launched ahead of the federal REAL ID deadline, when demand for information and support increased sharply.
The Virtual Assistant has improved the online experience for constituents. It delivers clear, accurate information and offers help at any time. The project also created a scalable platform that can support other state organizations in the future. It serves as a model for how Massachusetts can use digital tools to improve public services.
Designing better climate services
The Executive Office of Energy and Environmental Affairs (EEA) partnered with Mass Digital's Constituent Experience Center of Excellence (CX COE) to improve Resilient.Mass.gov, a website that provides climate resilience information and tools. Although the site contained valuable resources, municipal officials, planners, and consultants struggled to find information.
Through interviews, testing, and content reviews, the CX COE helped EEA better understand constituent needs and identify barriers to using the site. The teams simplified the website structure, rewrote content in plain language, improved accessibility, and redesigned navigation around common tasks.
The project resulted in a more user-friendly website and strengthened EEA’s ability to apply constituent-centered design and research practices in future work.
Building constituent experience capacity across EOHHS
The Executive Office of Health and Human Services (EOHHS) partnered with Mass Digital’s Constituent Experience Center of Excellence (CX COE) to improve the experience of the state’s new Integrated Eligibility & Enrollment (IE&E) portal. The portal will give people one place to apply for and manage benefits like MassHealth, SNAP, and Health Connector coverage.
EOHHS had chosen the portal’s technology. But the team wanted to make sure the website would work well for the people who use it. The CX COE helped EOHHS build a plan for constituent research, using findings to improve the service.
The partnership also helped EOHHS build its own experience research program. The agency hired new Experience Design & Research staff and made research part of its delivery process. Today, teams across EOHHS are using constituent feedback to shape digital services and improve outcomes for Massachusetts residents.
Transforming the educator experience
The Department of Early Education and Care (EEC) partnered with Mass Digital's Life Experience (LX) team to improve the educator certification process in Massachusetts. Educators faced unclear instructions, technical problems, and long processing times that made it harder to enter and stay in the workforce.
Using a constituent-centered design approach, the teams studied the educator experience, reviewed data, and worked directly with staff and educators to identify challenges. Instead of waiting for a new technology platform, they made immediate improvements to forms, instructions, emails, and workflows.
The changes led to a 78 percent drop in technical support tickets and reduced incomplete applications. The project also helped EEC teams collaborate more closely, use data more effectively, and adopt new ways of improving services over time.