Overview
Last Call Media partnered with Massachusetts Digital Service to build X Benefits, a strategic proof-of-concept application. This prototype demonstrated how state agencies could seamlessly integrate with the Commonwealth’s new unified login system.
Previously, Massachusetts residents had to navigate a complex maze of agency-specific systems, each requiring separate accounts and repetitive data entry. X Benefits showed agencies how to modernize their systems through single sign-on integration while maintaining security and improving user experience.
This initiative was pivotal in securing widespread agency buy-in for the broader MyMassGov initiative—which has since grown into a transformative platform serving 1.9 million users across 80+ websites.
About the client
The Commonwealth of Massachusetts Executive Office of Technology Services and Security (EOTSS) recognizes that true digital transformation requires a shift from department-centric services to user-centric solutions. Their Massachusetts Digital Service division leads this modernization, aiming to standardize user experience while maintaining robust security.
Goals
X Benefits aimed to build trust in government services by creating a unified profile system that eliminates redundant data entry across agencies.
The project aimed to:
- Prove the technical feasibility of unified login integration
- Convert agency stakeholders from hesitant to eager adopters by demonstrating:
- Simplified user authentication
- Enhanced security features
- Reduced administrative burden
- Create implementation patterns and documentation for future agency integrations
- Validate user experience with real stakeholders
- Lay technical groundwork for the broader MyMassGov platform
Challenges
There were significant challenges involved in creating a seamless, end-to-end service delivery platform that could unify multiple public services under one secure login:
Stakeholder resistance
Building trust with state agencies proved to be a complex undertaking. Each agency had established systems and security protocols, making them understandably hesitant to integrate with a centralized platform. Many agencies feared losing control over their processes and security standards. Their primary concern centered on the handling of sensitive data like Social Security numbers—including how to protect this information while keeping it accessible for legitimate needs.
Security implementation
The project needed to establish a unified security framework to meet varying agency requirements. This meant developing an authentication system robust enough to protect sensitive data while remaining user-friendly—a balance that would prove crucial for adoption.
User experience complexity
We needed to convert multiple business process maps into an intuitive prototype while accounting for:
- Varying levels of technical literacy
- Multiple user journey paths
- Complex authentication flows
- Agency-specific requirements
Solutions
Strategic proof of concept: building trust through demonstration
Last Call Media recognized that agency adoption would be critical to success. We developed “X Benefits,” a comprehensive demo site that showcases how state agencies can seamlessly integrate with the login platform.
Research and design
We conducted extensive desk research and collaborative sessions to:
- Understand single sign-on best practices
- Identify agency pain points
- Map user journeys
- Design intuitive and WCAG 2.1 AA-compliant intuitive interfaces using the Mayflower design system (Massachusetts’ official design system)
Strategic prototyping
We transformed complex business process maps into high-definition prototypes that allowed agencies to:
- Visualize end-user journeys
- Understand security implementations
- Preview integration requirements
- Test user flows before commitment
User experience design
We prioritized intuitive user flows through:
- Streamlined account creation and management interfaces
- Dual authentication options (email/password and Azure AD)
- Clear migration paths from legacy systems
- Simple, guided onboarding process
- A/B testing to refine the dashboard layout and design based on user feedback
Technical implementation
X Benefits was strategically built as three variants from a single codebase, each demonstrating different authentication scenarios that state agencies might encounter:
- Native authentication only
- Hybrid authentication (supporting both native and SSO)
- External authentication (SSO only)
Built with NestJS and Azure AD B2C authentication, X Benefits demonstrated:
- Secure two-layer authentication system
- Profile management capabilities
- Multiple login options (email/password and Azure AD)
- Identity verification (IDV) capabilities, allowing agencies to validate user identities in addition to the authentication flow
The technical architecture features:
- AWS Lambda deployment for near-zero cost during inactive periods
- Custom build system to manage the three variants efficiently
- API integrations for authentication and profile management
- Secure data handling for sensitive information
Each variant served as a complete demonstration of how agencies could implement these features while maintaining security and user experience standards.
Documentation & support
We equipped agencies with essential resources for adoption:
- Technical integration guides and security patterns
- Step-by-step migration paths from legacy systems
- Educational materials for agency staff and end users
- Documentation for authentication flows and user journeys
Results
Building agency confidence
X Benefits served as a powerful visual tool that helped secure agency buy-in for the broader MyMassGov initiative. By allowing stakeholders to see and interact with a working prototype, agencies could better understand how the unified login system would work with their existing services.
Establishing technical foundations
The demonstration project established scalable patterns using modern JavaScript frameworks and enterprise-grade identity management services that proved adaptable to varying agency needs.
The three authentication variants (native, hybrid, and external) provided flexible migration options for agencies with existing systems. At the same time, the serverless deployment approach offered a cost-efficient infrastructure model that minimized operational overhead.
Creating implementation blueprints
X Benefits produced comprehensive documentation and integration guides that simplified the onboarding process for agencies. These resources helped standardize security practices while reducing technical barriers to adoption.
Paving the way for MyMassGov growth
While X Benefits was a demonstration tool rather than a production system, it successfully validated the concepts that would later become the MyMassGov platform. Today, that platform serves over 1.9 million users across +80 Massachusetts state websites.
The successful demonstration led to real-world adoption, with multiple state agencies implementing various system components. For example, agencies can now leverage the Universal Profile feature, allowing constituents to manage their information in one centralized location instead of repeatedly entering the same data across different services.