# Case Study ### Specto Assist Implementation for MassAbility ### Project Overview The Commonwealth of Massachusetts faced persistent challenges in managing disability benefits intake. The legacy process required caseworkers to conduct lengthy phone interviews and manually enter data, often taking over 90 minutes per application. With only 18 caseworkers, backlogs regularly stretched beyond six weeks, creating substantial barriers for residents with disabilities. Additionally, the process was not accessibility-friendly—residents with disabilities often encountered difficulties navigating the phone-based system and lacked alternative formats or accommodations, further compounding delays and frustration. In partnership with NeuroSoph, [MassAbility](https://www.mass.gov/orgs/massability) sought to reimagine the intake process with Specto Assist—a solution that helps reduce wait times, improve accessibility, and maintain the essential, human-centered role of caseworkers. ### Industry ## Government ### Location ## Massachusetts ### Number of Employees ## 500+ ### Key Performance Indicators - Reduced Application Time with over 83% Improvement in Completion Time - Enhanced Accessibility and Compliance with ADA/WCAG 2.2 Standards. - Increased Efficiency and Self-Service Adoption, Enabling Faster Service Delivery from MassAbility. ### Challenges Manual intake processes resulted in inefficiency, long wait times, and significant accessibility challenges—especially for individuals with disabilities and those facing technological barriers. The legacy system lacked accommodations to make the process easy to navigate for all users, leading to delays and frustration for residents seeking critical support. Limited staffing further compounded these issues. To address these challenges, the solution focused on automating repetitive tasks, integrating with existing systems such as [Hyland OnBase](https://www.hyland.com/en/solutions/products/onbase), and ensuring full compliance with ADA regulations and the latest WCAG 2.2 accessibility standards. This approach aimed to create a more inclusive, user-friendly experience that promoted self-service, reduced barriers, and better supported residents with disabilities throughout the intake process. #### Top Challenges - Manual intake processes resulted in inefficiencies, long wait times, and significant accessibility challenges. - Limited staffing and legacy system led to delays and frustration for residents seeking critical support. ### Solution [Specto Assist - Assisted Intake Demo](https://www.youtube.com/watch?v=PHKkOr-FesM) Building on the success of NeuroSoph’s Specto AI Platform across other agencies in the Commonwealth of Massachusetts, MassAbility partnered with NeuroSoph to implement Specto Assist. This AI-enhanced platform was designed to transform the intake experience with the following key features: - **AI-assisted support and speech-to-text capabilities:** Specto Assist leverages AI to guide users through the intake process through voice navigation (with closed captioning), and offers speech-to-text features, making it easier for individuals with varying abilities to complete the applications independently. - **Smart pre-fill and eligibility screen-out features:** Specto Assist intelligently pre-fills information and screens for eligibility, reducing redundant questions and helping users quickly determine if they qualify for benefits. - **Multilingual support (13+ languages):** Ensures non-English speakers and those with limited English proficiency can access and understand the intake process. - **Real-time analytics and data validation:** Delivers instant analytics and checks for data accuracy as user progresses, reducing errors and streamlining caseworker review. - **Responsive design for access on smartphones and tablets:** Specto Assist is optimized for mobile devices, further enhancing accessibility by allowing users to complete applications conveniently. - **Integration with existing case management systems to optimize workflows:** Seamlessly connects with current case management software, enabling smoother data transfer and more efficient processing for staff and applicants. - **WCAG 2.2 AA and ADA compliance:** Fully compliant with the latest accessibility standards, ensuring equitable access for users with disabilities and meeting regulatory requirements. Specto Assist was deployed through a phased delivery methodology encompassing stages including requirements gathering, user experience and accessibility design, development, case management integration, system testing, user acceptance testing, deployment, and launch. The project demanded thorough project management and close collaboration with a third-party vendor during the later stages. Specto Assist is designed as a flexible solution that works alongside existing systems and staff. It supports a balanced approach by integrating automation while complementing—rather than replacing—human interaction and current technology investments. ### Constituent Journey The MassAbility constituent journey was reimagined and streamlined through four main stages with Specto Assist: 1. **Enrollment Application:** Applicants visit the MassAbility “Apply for Services” page, complete, and submit the online application form to initiate the process. They provide the necessary personal and demographic information, and the system stores the application in the OnBase database and assigns a caseworker for review. 2. **Application Review:** Applicants monitor communications via email or phone for status updates. A caseworker reviews the submitted application, the system creates a Mass.gov account, and an email invitation is sent to begin the intake process. 3. **Intake Process:** Applicants access the intake form via a link in their email, complete it using Specto Assist’s guided features, and submit it for eligibility determination. The system performs an initial check for completeness and validity and transfers it to OnBase via API for processing. 4. **Review & Follow-Up:** Applicants await feedback or eligibility decisions from caseworkers, providing additional information if requested. Caseworkers review the intake data in OnBase, evaluate eligibility, and notify applicants of their status. ### Results Specto Assist launched for MassAbility on March 7, 2025, delivering transformative outcomes: - **Reduced Application Time:** Completion time dropped from 90 minutes to just 15 minutes, a 83%+ improvement. - **Enhanced Accessibility:** Features like guided voice-overs and speech-to-text, and closed captioning significantly improved the user experience, especially for individuals with disabilities. The platform’s multilingual capabilities and compliance with ADA and WCAG 2.2 standards ensured that non-English speakers and people with various physical, sensory, or cognitive abilities could fully participate in the digital application process. - **Bridging the Digital Divide:** By supporting multiple devices (e.g. laptops, tablets, smartphones), screen readers, keyboard navigation, and high-contrast modes, Specto Assist enabled residents with limited technology skills or access needs to independently complete applications, helping those previously excluded from digital government services to participate without barriers. - **Decreased Staff Burden:** Reduced applicant contacts allowed caseworkers to focus on human-centered interactions. - **Increased Efficiency:** Specto Assist delivered actionable insights with real-time analytics, processing and application wait times were reduced, and self-service adoption soared, enabling faster delivery of MassAbility services. **Key Differentiators** Specto Assist was engineered to break down digital barriers for all users: - **ADA and WCAG 2.2 Compliance**: All interfaces are rigorously tested for accessibility, supporting screen readers, keyboard navigation, and high-contrast modes. - **Voice-over Narration, Closed Captioning, and Speech-to-Text**: Specto Assist includes built-in voice over narration accompanied by closed captioning for all audio and video content, as well as speech-to-text capabilities, making it easier for users with visual, hearing, or motor impairments to easily navigate and complete applications. - **Multilingual Capabilities**: Specto Assist supports more than 13 languages, enabling non-English speakers and those with limited English proficiency to fully participate in the enrollment process. - **Device and Connectivity Flexibility**: The platform works across devices so users can access and apply for benefits through their preferred device. Specto Assist stands out due to its ability to: - Provide a single application for multiple programs. - Offer a cost-effective, self-service solution. - Use AI-driven automation for speed and accuracy. - Ensure accessibility and compatibility across devices. - Comply with government security and privacy standards. - Case management integration. By leveraging NeuroSoph’s Specto Assist, MassAbility successfully addressed long-standing bottlenecks in their intake benefits eligibility processes. The platform’s accessibility-first approach—featuring guided voice-over narration with closed captioning, speech-to-text capabilities, multilingual support, and compatibility with screen readers and keyboard navigation—ensured that residents of all abilities could easily access and complete digital applications. Its user-friendly design and seamless integration further reduced barriers for individuals facing technological challenges, empowering more people to participate in digital government services. This AI-driven automation not only transformed service delivery and reduced processing times but also preserved the essential role of human caseworkers. MassAbility’s implementation demonstrates how prioritizing accessibility can create more inclusive, equitable, and efficient public services for everyone. #### Deliver faster, more equitable services - without leaving anyone behind. Specto Assist helped MassAbility cut application time by over 83% while expanding access for residents with disabilities and non-English speakers. Designed to complement existing systems and staff, it brings automation, accessibility, and efficiency together in one inclusive solution.