Massachusetts configuration preview
About these walkthroughs
These are prototype screens for a proposed Commonwealth Front Door for Health Connector, MassHealth and DTA. They are a configuration preview: nothing shown is live, connected to Commonwealth systems or endorsed by the Commonwealth. Every person, ID, phone number and figure is fictitious.
The flow follows the Massachusetts EOHHS unified front door picture shared with RingMD, and carries over the approach RingMD proposed for Virginia: one conversational entry point, one record per request, quality review, a governed safety path and leadership reporting.
How the walkthroughs map to the EOHHS front door
| EOHHS step | Where it is shown |
|---|---|
| 1 · Single Front Door | Walkthrough 01 |
| 2 · Smart Routing | Walkthrough 02 |
| 3 · Program-Specific Contact Centers | Walkthroughs 02, 03 and 06 |
| 4 · Live Agents + AI | Walkthrough 03 |
| 5 · Post-Call Integration | Walkthrough 04 |
| 6 · Better Outcomes | Walkthroughs 05 and 08 |
| Current state: long waits, transfers, repeat calls | Baselines in walkthrough 08 |
Who is signed in
| Walkthrough | Perspective |
|---|---|
| 01 · Single front door | Ana Ribeiro, resident, Central region, on her phone's browser, Tuesday 2026-09-22 at 09:12 |
| 02 · Smart routing | Ana Ribeiro in the Front Door chat, 09:12 to 09:17; Daniel Okafor, operations supervisor, for the routing rules |
| 03 · Live agent with AI assist | Keisha Lawson, MassHealth specialist, Eligibility and Enrollment team, 09:18 to 09:27 |
| 04 · Post-call case updates | Keisha Lawson in wrap-up, 09:27 to 09:29; Daniel Okafor on the Case updates screen at 09:31 |
| 05 · Recap and satisfaction | Ana Ribeiro back in the Front Door chat after her call, 09:29 |
| 06 · Supervisor view and quality review | Daniel Okafor, operations supervisor, at 09:18 and 10:05; Priya Nair, QA reviewer, at 10:40 |
| 07 · Safety escalation | Daniel Okafor, operations supervisor, and Linda Moreau, safety specialist, for voice session FD-10236 from the one number, 09:16 to 09:25 |
| 08 · Better outcomes | Elena Russo, director of contact center operations, EOHHS, reviewing pilot week 3 (sample figures) |
Assumptions behind the screens
Each is a proposed decision to confirm with the Commonwealth.
| Topic | Proposed decision |
|---|---|
| Case-system updates | RingMD sends each request's case note, next step and follow-up owner to that program's own case management system, through an interface agreed per system in discovery. The receipts shown stand for the confirmation each system returns. The systems are not named here. |
| Identity | The Front Door Guide never collects identifiers. A specialist checks identity by the program's procedure before any record is linked. Sessions without an identity check are kept as unverified contacts and are not posted to a case. |
| Existing contact-center platforms | Where a program keeps its current telephony platform, the one number and IVR run on the Commonwealth's carrier and platform, and the specialist panels (context, assist, next steps, wrap-up) are embedded there. |
| Callbacks | A callback is offered instead of holding when the estimated wait passes a threshold set per team (2 minutes shown). The caller keeps their place in line. |
| AI assist | Suggestions come only from approved sources and show their source. The specialist decides what to say; use, edits and rejections are recorded. The guide never decides eligibility. |
| Approved sources | Each program's content owners approve the sources the guide answers from. Source names and versions shown are placeholders. |
| Safety paths | 911, 988, Elder Protective Services, DCF and DPPC are shown as reporting categories. The taxonomy, transfer method and the domestic violence path are to be confirmed with the Commonwealth. |
| Languages | English and Spanish are shown. Additional languages are a configuration decision. |
| Figures | All volumes, outcomes and baselines are sample figures. In a pilot, the baseline would be measured over the four weeks before launch. |
| Staff sign-in and roles | Staff sign in through the Commonwealth's identity provider with multi-factor authentication. Roles decide what each person sees: the safety view is limited to supervisors and safety specialists, and leadership exports never include transcripts or recordings. |
| Recordings | Chat transcripts and call recordings are kept for quality review. The retention period follows Commonwealth policy and is set in discovery. |
| Web app | Resident pages are responsive web pages opened in any phone or desktop browser, with no app to install. Voice mode uses the browser's microphone. |
Approach: architecture, governance, 90-day pilot, targets and partner roles →
Not shown
Eligibility determinations, document upload and processing, appointment scheduling, workforce management, telephony carrier setup, pricing.