General FAQs

The Commonwealth is upgrading state technologies by moving to modern, cloud-based Software as a Service (SaaS) solutions. These solutions focus on configuration over customization, meaning, using built-in features instead of costly custom coding. This transition enables the Commonwealth to operate more efficiently, enhance data security, and deliver a better experience for the public and employees. These new systems will allow us to:

• Simplify Daily Work: Reduce unnecessary administrative tasks and expand self-service options.
• Stay Up to Date: Deliver continuous, automatic updates across a single software system.
• Strengthen Security: Protect systems and sensitive data using single sign-on.
• Improve Transparency: Give employees and the public clear, useful access to state data.

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Two legacy core systems are being replaced:

• Massachusetts Management Accounting and Reporting System (MMARS) – replaced in February 2026
• Human Resources/Compensation Management System (HR/CMS) – implementation in progress

Future initiatives may include improvements in other enterprise administrative systems.

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The BEST Transformation Program is led by the Executive Sponsors.

Best Phase 1, Mosaic was led by the Secretary of the Executive Office for Administration and Finance, the Comptroller of the Commonwealth, and the Secretary of the Executive Office of Technology Services and Security.

Phase 2 is being steered by the three executive sponsors listed above and the Commonwealth’s Chief Human Resources Officer.

The Program Management Office (PMO) reports to the Executive Sponsors and is led by the Program Manager mutually appointed by the Sponsors, with support from BEST Program Functional, Technical, and Organizational Change Management Leads.

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The Program Management Office (PMO) is a team of senior technology and business experts with a deep, broad understanding of Commonwealth business functions. The PMO provides guidance and knowledge on key decision points in the Program solution.

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Our current system technology is over 20 years old. Because it relies on outdated and heavily customized technology, it is expensive to maintain and no longer meets modern service standards or industry best practices. Upgrading our processes and technology foundation will allow us to operate as a more efficient, cost-effective state government.

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The BEST program is suggesting business process changes where appropriate to achieve efficiencies and effective implementation of the new solutions. Business and technology managers and users will have input into these decisions.

Yes, statutes and regulations are being reviewed for potential updates to reflect improvements in business practices.

Each agency has designated a contact whose role is to ensure two-way communication between their agency and the PMO. We encourage interested parties to work with their appointed liaisons to learn of upcoming surveys, briefings, or webinars.

The PMO always welcomes direct feedback, please contact us at: [email protected].

The BEST Program issued a Request for Response (RFR), the official procurement mechanism used by Massachusetts state agencies to solicit competitive bids. Vendor responses included proposed solutions and cost structures, which were evaluated by an Evaluation Committee.  The Executive Sponsors finalized the selection of the solutions.

Business Requirements define what the end users need from the new system. Working closely with agency contacts, working groups, and subject matter experts, the BEST Program Management Office team developed into real-world scenarios (“Use Cases”) for the RFR.

Cloud-based applications are built to meet the strict security and compliance standards required for government data. Security improvements automatically apply across the entire system, ensuring every user is protected immediately. Additionally, continuous, real-time transaction auditing helps protect against user error, fraud, and security risks in both internal agency workflows and external vendor interactions.

Software as a Service, or SaaS, is a way of delivering software over the internet. Instead of buying software and installing it directly onto a computer, users log into the application online from any compatible device.

The “cloud” refers to secure, remote servers accessed by the internet rather than on-site physical hardware. Cloud hosting providers own or lease a data center or data centers, where they purchase, maintain, and operate hardware and software.

By switching to modern cloud-based solution, the Commonwealth’s user community will benefit from improved efficiency, streamlined processes, enhanced risk controls, and better management tools. Key benefits include:

• Flexibility: Agencies to easily add or remove users or update roles as staffing or workload needs change.
• Automatic Updates: Regular, fully-tested updates keep the system up-to-date automatically without disruptive, costly overhauls or slowing down work.
• Cost Efficiency: A cloud-based solution requires less maintenance and reliance on external vendor technical support.

Configuration means using the software’s built-in options to tailor it to the state’s needs. This keeps the system simple, reliable, and affordable to update. Customization, on the other hand, requires writing new code that changes the baseline application’s functionality, which adds complexity and increases long-term maintenance costs.