- Executive Office of Technology Services and Security
Media Contact
Christopher Smith, Director of Legislative and External Affairs
Boston — The Executive Office of Technology Services and Security (TSS), through the Massachusetts Digital Service (Mass Digital), hosted the state's first Massachusetts Constituent Experience (CX) Showcase, convening leaders and practitioners from across state government to highlight cross-agency innovation in public service delivery. Lieutenant Governor Kimberley Driscoll provided keynote remarks, along with Technology Services and Security Secretary Jason Snyder and Massachusetts Chief Digital Officer Devyn Paros.
The showcase convened approximately 100 leaders and practitioners from across Massachusetts state government, including agency leaders, policy and operations staff, digital service teams, researchers, product leaders, designers, content strategists, and service delivery partners.
Wednesday’s event highlighted work underway through the Commonwealth Digital Roadmap, a statewide effort to improve how people interact with government services. In cross-agency project briefs, hands-on workshops, interactive demonstrations, and a fireside conversation with Recoding America Fund’s Robert Gordon, the event showed how agencies are working together across programs, channels, and organizational boundaries to improve the way constituents experience government.
"Massachusetts is leading by building a more modern, responsive government. By bringing together technology, innovation, and collaboration across agencies, we're improving how residents access services and support, said Governor Maura Healey. “This showcase reflects our administration's commitment to delivering a government that meets people where they are and works better for every community across Massachusetts.”
The event also introduced the state’s newly established Constituent Experience Center of Excellence (CX COE). Housed within Mass Digital, the CX COE partners with state organizations to help them strengthen the tools, practices, and internal expertise needed to deliver more accessible, user-friendly, and effective public services.
“People shouldn't need to be experts in government to get the services they need. Whether someone is applying for benefits, renewing a license or accessing support for their family, our goal is to make those experiences simpler, faster and easier to navigate,” said Lieutenant Governor Driscoll. “The work being highlighted today shows how Massachusetts is using technology, innovation and collaboration to build a government that works better for the people we serve.”
“For Massachusetts residents, interacting with government often means navigating services across multiple agencies, programs, channels, and moments that matter,” said Technology Services and Security Secretary Jason Snyder. “The Commonwealth Digital Roadmap and the Constituent Experience Center of Excellence are helping agencies work together in new ways, build shared capabilities, and design services around the real needs of the people we serve, and we are so pleased to showcase this work across agencies”
The Showcase was designed to give agencies practical tools and real-world examples they can apply in their own work. Participants from across agencies heard directly from teams across state government about lessons learned, successful collaborations, and strategies for improving both digital and in-person service delivery.
A major focus of the CX COE is helping agencies build long-term capacity to better understand and respond to constituent needs. That includes supporting peer learning across government, developing practical resources and training opportunities, and helping agencies strengthen internal expertise in research, service design, and constituent engagement. More than 250 participants are already engaged in CX COE-supported communities of practice across the state.
“The best government services are built with our constituents, not just for them,” said Massachusetts Chief Digital Officer Devyn Paros. “By investing in constituent-centered practices and growing expertise across agencies, Massachusetts is building a more responsive and effective government. The Showcase has been a great opportunity to highlight that progress and help more teams see how these approaches can support their own work.”
The Showcase also featured a fireside conversation with Commonwealth Chief Digital Officer Devyn Paros and Robert Gordon, Executive Vice President for State Initiatives at the Recoding America Fund and Distinguished Visiting Fellow at Georgetown University’s McCourt School of Public Policy. Together, the Showcase and the newly established CX COE reflect the state’s continued commitment to improving public services helping agencies collaborate across government, use evidence and feedback from real people, and build shared capacity for more effective and people-centered service delivery. State organizations interested in partnering with the CX COE can request consultations, training, and additional support through the program’s website.
Learn more at: Massachusetts Constituent Experience Center of Excellence
About Mass Digital Service
The Massachusetts Digital Service, part of the Executive Office of Technology Services and Security, partners with organizations across state government to design and deliver great, people-centered services. Through the Commonwealth Digital Roadmap, Mass Digital works with agencies to improve end-to-end experiences, deliver digital solutions, and build long-term digital service capacity.
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