Contact
Hemingway Huynh
Project Manager
Progress update: February 2025
Roadmap phase
The Resident Portal Roadmap project is in its final phase and is 99% complete. The team has successfully delivered all major project components, including the Executive Summary, Roadmap, Journey Maps, Platform Description, Market Scan, Decision Package, and Technology Architecture.
Resident Portal Pilot: Progress & Key Achievements
The Resident Portal Pilot is 75% complete, with the team aiming for completion by mid-March. Once finalized, the project will transition into Phase 2, which will focus on integrating a Digital Experience Platform to further enhance functionality and scalability.
The Resident Portal pilot is moving forward quickly, with several important steps completed. The team has finished connecting the Resident Portal with the state's Customer Identity and Access Management (CIAM) system, which will make it easier and more secure for residents to log in. An early version of the service finder and dashboard has been built to help residents quickly find the services they need. The team is also conducting demos of digital experience platforms which offer robust features to help accelerate development and release of the portal.
Right now, the focus is on designing the resident experience, creating a complete list of available services, and developing the resident profile feature. The team is also working on a consent management system that will give residents control over how their information is used. In addition, they are testing a chatbot and artificial intelligence (AI) tool to see how it can help answer questions and guide users. These efforts are bringing the Resident Portal closer to providing a simple, user-friendly experience for everyone.
Read the complete progress report.
Background
WaTech was funded in the 2023-2025 biennium to develop a resident portal and complete major enhancements to WA.gov. The goal of the Resident Portal project is to create a government experience that leaves no community behind. Through a connected government that emphasizes service delivery and the experience of those we serve, we can achieve equitable outcomes across our communities.
The Resident Portal will provide authenticated, secure, transparent access to the services residents of the state need. It will be human-centered, focused first and foremost on meeting the needs of residents and aims to greatly improve the ease of use and access to services that residents need the most from Washington government.
Vision
The Resident Portal project vision is to create a platform that provides a secure, user-friendly portal for Washington state residents to access information and services needed to sustain or enhance their lives. Residents will create a statewide account (via Identity and Access Management platform), share information about themselves which the Resident Portal will store and securely share with other agencies. From the Resident Portal, residents will be able to find services that they may qualify for, complete applications for those services, receive status updates and sign up for alerts and notifications from Washington state government.
The platform will be a single point of access to government services, providing a consistent user experience and equitable access for all residents of Washington state.
Washington Resident Portal Core Principles
The future Resident Portal solution will prioritize and encompass the following core principles.
- Accessible to all users regardless of technology or disability.
- Human-centered, designed and developed to meet the needs of the residents first and the government second.
- Equitable and inclusive, leaving no resident behind.
- Integrated with a large number of inconsistent back-end systems while providing a frictionless experience to the residents.
- Responsible in protecting residents’ personal information based on legal authority and only for legitimate purposes.
- Trustworthy, preserving the confidentiality, integrity, and availability of all collected and stored data.
- Responsive on all modern browsers, devices, and technologies.
- Available to all residents regardless of time of day or access point.