The vision of the Commonwealth’s Digital Roadmap is to provide accessible, simple, and secure digital experiences that adapt to a resident’s needs so that every time they engage with any part of their government, they’re getting the most and best of the Commonwealth.
More than 76% of Massachusetts constituents have interacted with the state online, with many facing challenges related to disjointed experiences, inaccessible apps, limited experience with computers, and more. Internally, we also experience challenges around operating in silos, and lacking the proper technology and related resources needed to implement the consistent digital experiences that our constituents expect and deserve.
To address this, the Digital Roadmap is organized into five key opportunity areas that will make constituent interactions with government services easier and more transparent: managing a single constituent identity across state services, tracking progress of their requests and transactions, streamlining communications across all channels, providing more personalized and accessible experiences, and making up-to-date information and data about state services available online.
We officially kicked off the Digital Roadmap this past July and, while it will be a multi-year effort, we’ve already made inroads increasing cross-agency collaboration, freeing up more time and resources for our partners in the process. Login.mass.gov has launched to over 450,000 customers at the Department of Transitional Assistance with a self-service experience and increased protections against fraudulent login attempts, a chatbot is live across 13 different services on Mass.gov to provide streamlined access to the most common questions, and nearly 5,500 families have opted into SMS texting reminders for the child care financial assistance process with the Department of Early Education and Child Care (EEC) to help keep them informed on where they stand in the process.
You can learn more about our work with EEC.
We’re proud to have the support of Governor Healey, Lieutenant Governor Driscoll, and the Cabinet. Still, we need your support and advocacy to help maximize the impact of the Digital Roadmap as we work to create a more simple, accessible, and secure experience for the Commonwealth.
We’ll be sharing our progress and learnings on this blog so stay tuned for more.
