Cemetery Digital Services Portal

Cemetery Digital Services Portal
- The solution will provide a modern digital front door for veterans and their families and a centralized case-management workspace for EOVS and cemetery staff
- Commonwealth also wants the resulting architecture to support future expansion into authenticated family self-service, two-way secure messaging, payment processor integration, identity services, enterprise content management, and additional case-management capabilities.
- Objectives
a. Provide a simple, accessible public portal for burial and interment service requests.
b. Modernize cemetery forms by converting appropriate transactions to accessible Appian digital forms while supporting upload of paper/PDF forms where digital conversion is not appropriate; inventory and rationalize existing Mass.gov forms and pages as part of discovery.
c. Create a centralized application/case record for each request.
d. Reduce paper-based and email-based processing.
e. Enable secure document submission and controlled document management.
f. Provide guided eligibility review workflows for EOVS staff.
g. Allow EOVS staff to submit or update applications on behalf of families.
h. Provide clear status visibility and activity tracking.
i. Provide a foundation for online payments and future payment processor integration.
j. Provide operational dashboards and reporting for EOVS leadership and cemetery operations.
k. Create an architecture that can support future authentication, messaging, task management, enterprise content management, and system integrations.
- Family / Public Portal
a. Responsive public portal for application initiation and status interaction.
b. Guided, multi-step forms for burial interment requests.
c. Inventory, redesign, and configure applicable cemetery forms as accessible digital Appian forms, while retaining secure upload workflows for forms that remain paper/PDF-based. Existing Mass.gov forms/pages shall be assessed for integration, replacement, consolidation, or redirection
d. Secure upload of supporting documentation, including DD214 and other required evidence.
e. Clear instructions, validation, save/resume behavior where supported by the approved design, and accessibility accommodations.
f. Status and next-step visibility for applicants consistent with EOVS privacy and security requirements.