Building Public Capacity to Deliver People-Centered Services: A Case Study of Massachusetts
A case study describing how Massachusetts is building long-term public-sector capacity to deliver people-centered digital services by strengthening in-house expertise, shared tools, and agency-embedded support.
This resource explains how Massachusetts is modernizing public benefits delivery not by outsourcing strategy, but by investing in its own workforce, developing cross-functional digital teams, and creating a Constituent Experience Center of Excellence that provides tools, training, and coaching to agencies.
It showcases real examples—from integrated benefits applications to housing and early-education projects—where embedding digital and design expertise has improved resident experience and service quality. The case study positions Massachusetts as a model for states seeking sustainable, people-centered modernization grounded in public ownership and accountability.
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