Commonwealth Front Doorpowered by RingMDMassachusetts configuration preview · Synthetic data
Massachusetts · EOHHS unified front door

Health Connector, MassHealth and DTA through one Commonwealth Front Door

Eight walkthroughs show how residents, specialists, supervisors and leaders would use the proposed front door: one number, smart routing, live agents with AI assist, and case updates after every call.

How to use the walkthroughs

Follow the narration, or move through the screens at your own pace. About these screens · Approach, governance and pilot

02 parts08 walkthroughs49 stepsAvailable offline

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Caller and specialist

One number, smart routing, a specialist with AI assist, and case updates after the call.

WALKTHROUGH 015 steps

Single front door

One number and one web entry point for Health Connector, MassHealth and DTA, in English or Spanish, by chat or voice.

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WALKTHROUGH 027 steps

Smart routing

The guide answers simple requests one at a time and sends the complex one to the right MassHealth team, with a call back instead of hold.

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WALKTHROUGH 036 steps

Live agent with AI assist

The MassHealth specialist gets the caller's context before calling back, checks identity, and uses AI suggestions she decides whether to use.

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WALKTHROUGH 045 steps

Post-call case updates

An AI-drafted call summary, reviewed by the specialist, goes to each program's own case record with receipts and live delivery status.

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WALKTHROUGH 054 steps

Recap and satisfaction

The caller leaves with every answer and next step in writing, by consent, and rates the contact, so she doesn't have to call back.

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