ARKANSAS 2015 STATE REPORT
INSIDE Hutchinson Declares Arkansas eGovernment Day. . ......... 2 The Self-Funded Model: Providing You Value........... 3 INA 2015 By the Numbers. . ............ 4
Message From INA Board Chair 2015
was a year of unprecedented growth and innovation
marked by record-breaking citizen adoption of eGovernment services and new approaches to bringing government to the people of Arkansas.
Arkansas.gov Ranked #1 in the Nation for the Second Time
A
rkansas.gov was named the 2015 best state website in the country for the second time in the annual “Best of the Web” competition sponsored by the Center for Digital Government (CDG). The awards program is
the original and most respected state and local government digital technology
More Arkansans than ever paid their
competition in the United States, recognizing the best government digital
property taxes and renewed their car
innovations across the country. Arkansas has consistently been recognized by
tags online this year. INA promoted these
the CDG as having one of the best state websites in the country, placing third in
services in new ways using targeted social
2009 and 2014, second in 2010, and first in 2011 and 2015.
media and online advertising, and rede-
Arkansas.gov offers a new approach to delivering government services
signing the vehicle registration renewal
through Gov2Go – a first-of-its-kind, personalized way for citizens to interact
notice to highlight ARSTAR.com – all at
with government. Gov2Go is a proactive digital assistant that learns about its
no cost to the state under the self-funded
users and then carefully curates and brings relevant government services and
model. Users of these services had over-
information to them on their computers, mobile devices, and Apple Watches.
whelmingly great experiences, giving a
Arkansas is the first state to develop a truly citizen-centered platform that is
97 percent satisfaction rating.
transforming the relationship between government and citizens.
In May, INA launched Gov2Go, the nation’s first digital government assistant | continued on page 4 |
With Gov2Go, Arkansans can more easily access the services that matter to them. Users simply need to share some information about themselves, and | continued on page 2 |
Hutchinson Declares Arkansas eGovernment Day
Arkansas.gov Ranked #1 in the Nation for the Second Time These prestigious awards highlight
| continued from page 1 |
Gov2Go brings those services to them, at
the synergy and innovation that are
the right time, on their favorite devices.
made possible through the state’s part-
overnor Asa Hutchinson
Drivers can share their license plate
nership with the Information Network
proclaimed Dec. 4, 2015,
numbers and Gov2Go will look up the
of Arkansas, and reinforce Arkansas’
as Arkansas eGovernment Day to
expiration date, remind users when their
long-standing position as a leader in
highlight the role and importance
vehicle registration is about to expire,
government technology. n
of digital government in the state,
and make it easy to renew within the app.
and to honor the 20th anniversary
In the future, Gov2Go will understand
of the Information Network of
enough about its users to recommend
Arkansas Act.
government services, similar to private
G
Hutchinson accepted the state’s Best of the Web award on eGov-
sector apps like Amazon. Arkansas also won two CDG Digital
ernment Day, spoke about the
Government Achievement Awards in the
convenience and cost savings online
Government Internal category for the
services provide, and challenged
Auditor of State’s ClaimItAR.com, which
agencies to serve citizens in new
helped the office process 354 percent more
ways through digital technology.
property claims; and in the Driving Digital State Government category for the Department of Finance and Administration’s iPad kiosks in state revenue offices, which have dramatically reduced wait times for drivers renewing their vehicle registrations.
“ The transparency, the access, the citizen engagement through eGovernment is so significant and important in today’s democracy. This is not just a recognition of technology, but really a recognition that in Arkansas, we want citizen participation, citizen access and citizen utilization of these services.” — Governor Asa Hutchinson
2 | ARKANSAS 2015 STATE REPORT
A Service of the Information Network of
Arkansas
The Self-Funded Model: Providing You Value
W
hen it comes to Arkansas’
online. Today, citizens and businesses
online efficiencies your agency can
digital government
expect the same level of online experi-
offer. What services are still provided
program, there is one
ences from government as they receive
manually through mailed paper forms
element that is delivering value every
in the private sector. You have the ability
or in-person office visits? What new
single day – the enterprise-wide, self-
to provide those online conveniences.
technology could benefit your agency?
funded model provided by NIC. You may be familiar with this model,
When you add more online services
You have a partner in NIC that is ready
through the enterprise-wide, self-
to help you harness the latest tech-
but if not, the approach is simple:
funded model, your agency benefits by
nology and provide your constituents as
Government avoids all upfront costs
receiving state-of-the-art, mobile-first
many online conveniences as possible.
of developing online services as well
online services and secure payment
And, help spread the word. Are there
as the ongoing maintenance costs by
processing. The businesses and citizens
colleagues within state government
funding its eGovernment program
you serve benefit with quicker, more
who have not heard of the self-funded
through efficiency fees paid by those who use the online services. A select number of primarily business-togovernment services require a minimal per-transaction efficiency fee. This fee not only supports the development and maintenance of the individual service, but together all fees from a few services fund a unified approach for the state’s entire eGovernment program. Revenues from all services are pooled and projects are built according to Arkansas’ digital government service priorities. Launching more revenue-generating services increases the pool of revenues, allowing for more services of all types to be developed. Those online services with no revenue-generating ability are
Through the self-funded model, INA provides the state of Arkansas a minimum cost savings and avoidance of $15.6 million each year.
provided to you free of charge. The best part is that the citizens
accurate, convenient online govern-
approach and whose agency could
and businesses you serve prefer to
ment interactions. And, overall, the
benefit? Our local teams are ready
interact with your agency online.
entire state benefits from a comprehen-
to help your state achieve the most
In fact, according to a research
sive, best-in-class, digital government
innovative digital government services
study conducted by the University
services program that compares to, if
in the country. No budget appropria-
of Utah, 90 percent of businesses
not exceeds, that which citizens are
tions, upfront funding, ongoing change
and 60 percent of citizens prefer to
familiar with in the private sector.
request orders, or maintenance fees
interact with government online. Add
How can you help ensure a strong
required. To make this successful, help
to this, 64 percent of citizens are asking
digital government future for your
us explore new online services. We’ll
government to place more services
state? Continue to uncover all of the
take care of the rest.
ARKANSAS 2015 STATE REPORT | 3
Message From INA Board Chair | continued from page 1 |
that aims to make government smarter and more convenient for citizens. More than 67,000 Arkansans signed up for the service in its pilot phase.
425 West Capitol Avenue, Suite 1620 Little Rock, AR 72201 501-324-8900
Arkansas was in the national spotlight for its innovative approach and was awarded First Place in Secretary Mark Martin
the Center for
Digital Government’s Best of the Web competition. With Gov2Go, Arkansas will remain a leader in eGovernment, serving our citizens in new ways as the technology landscape continues to change. Finally, INA is helping government agencies put their information and services online through a growing suite of products that are quick to deploy and easier to maintain than the custom applications of the past. Paperless billing, over-the-counter payments, and online form payments are just a few of the enterprise products available to agencies at no cost. It has been a privilege to serve my first year as the INA Board Chair. As we approach the new year with a focus on personalized government experiences that cater to citizens’ needs and enterprise products that enable the rapid launch of new online services – all while continuing to boost citizen adoption and satisfaction – I am more excited than ever to see what new INA achievements 2016 will bring. Sincerely,
INA Board Chair
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INA 2015 by the Numbers 2 Apple Watch apps 43 national & international awards 45 new services launched in 2015 54 Arkansas counties served 90% of Arkansas population served 91% partner satisfaction approval rating 97% user satisfaction approval rating 150+ mobile and responsive websites 240+ state and local partners served 400+ self-funded payment services 750+ online services developed and supported 36,000+ service desk calls and tickets resolved 190,000 app downloads $370 million processed through Arkansas.gov