Washington State Resident Portal

Progress update: May 6 - 30

The Resident Portal Roadmap project has transitioned into the broader DEX Program, which encompasses multiple initiatives, including the Resident Portal pilot and Customer Identity Access Management (CIAM).

The Resident Portal team made strong progress advancing core architecture, user experience, and platform components. Key epics have moved into final review, with implementation and testing on the horizon.

The team finalized its Digital Experience Platform recommendation and nears completion of resident-facing features like Profile Management and Service Search. Personalization features, including service recommendations and a chatbot, are in development.

Foundational work on data governance and privacy controls is underway, and Pilot Cleanup efforts mark the shift from prototype to production. All progress supports the roadmap to deliver a secure, personalized, and accessible experience for Washington residents.

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.