Commonwealth of Massachusetts
Mass.gov Provides Full Service to the Commonwealth
- Industry: Government
- Technology: Vignette Portal
- Live Site: www.mass.gov
Mass.gov is the state's one-stop gateway to comprehensive, integrated online government services and information. The portal is transforming the way the government conducts business by providing citizens, businesses and local governments intuitive access to a wide range of valuable information on public services and community concerns including housing, education, employment, recreation, transportation and health.
The Challenge
Even though it was one of the first states to let drivers renew car registration online and to institute an electronic procurement system for agencies to purchase supplies, the Commonwealth had fallen behind other states' aggressive pursuit of online portals and other e-government initiatives. Because of this, Massachusetts citizens and businesses faced complicated processes, overwhelming bureaucracy, and a paper-intensive and time-consuming process when conducting business with the Commonwealth.
The Goal
The Commonwealth had a number of objectives they wanted to meet, including connecting with citizens more effectively, organizing information more intuitively according to customer needs or intentions, providing a unified face to the public and removing the bureaucracy of government structure.
The Solution
The Commonwealth of Massachusetts created a portal called Mass.gov to provide easy and reliable access to improved services, while increasing government efficiency and accountability. The intensions-based portal helps the user narrow the topic of interest down with progressively more specific information choices, leading them to the answers they need. It also enables the public to conduct transaction conveniently and efficiently across multiple agencies without navigating the bureaucracy of government.
The Results
The Mass.gov portal significantly transforms the manner in which citizens interact with the government. With faster self-service turnaround, the portal encourages user adoption of online government interactions and supports the electronic aggregation of state information and services. The portal streamlines operations, simplifies procedures and cuts costs, all while expanding online services.
Full Story
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Customer Story: Commonwealth of Massachusetts |