Executive Summary
Massachusetts is advancing the next phase of its digital service transformation by building thestatewide capacity, shared standards, governance, and operational supports needed to deliver people-centered government at scale.
Launched in 2023, the Commonwealth Digital Roadmap established a vision for improving how people access and experience government services. The goal was to provide accessible, simple, and secure digital experiences that adapt to a person’s needs. As implementation has matured, Massachusetts has recognized that lasting transformation requires more than individual service improvements or one-time technology modernization efforts. It requires a sustainable enterprise model for helping agencies apply people-centered practices consistently across programs, channels, and services.
To meet that need, Massachusetts has evolved the Roadmap’s original Capacity Building initiative into the Massachusetts Constituent Experience Center of Excellence, or CX COE. The CX COE serves as a collaborative enablement function within Mass Digital, helping agencies embed constituent feedback, accessibility, experience research, service design, content strategy, shared standards, and continuous improvement into digital service delivery.
The Center partners with agencies on real service delivery challenges while helping teams build the internal capability to understand constituent needs, guide vendor work, apply shared standards, andimprove services over time.
Early results show the CX COE model is gaining traction through agency enablement engagements, growing communities of practice, and shared resources such as the Massachusetts Design System,launched earlier this year.
Together, these efforts are helping Massachusetts move beyond isolated digital projects and toward a sustainable model for delivering seamless, trustworthy, people-centered experiences across the Commonwealth.
Through the CX COE, Massachusetts is moving from a roadmap vision to an operating model for lasting systems change…
