Profile Management: The user interface will be facilitated by MyMassGov, while the backend administration and management of profiles will be handled through Salesforce. Data Sharing & Record Reconciliation: Secure sharing and merging of constituent data across platforms to ensure accuracy and consistency. Case Management: Efficiently handling constituent inquiries and issues through a stable case management system. Data Governance, Security & Policy Enforcement: Implement data governance frameworks alongside security measures and policy enforcement mechanisms to protect constituent data and ensure regulatory compliance. Integrations: Facilitate seamless integration with existing systems and platforms within the Commonwealth’s digital ecosystem. Omnichannel Support: Develop a multichannel strategy incorporating text messaging, live chat, email, and more to offer diverse and convenient communication options for constituents, for e.g., checking transaction status. We intend to implement these capabilities and features in stages starting with a minimally viable product (“MVP”) of storing, sharing, and management of constituent profile data. The scope of this RFQ and the MVP Salesforce implementation will be delivered in FY24 Q4, with subsequent stages to follow at EOTSS’s discretion.
