Hawaii Information Consortium, LLC Report 2014
INSIDE Cost Savings.................................... 3 Security Incident Response: Don’t Rush the Notification Timeline.......... 4 Delivering Value ... At the Speed of Light..................... 7
Hawaii.gov Is the Best Website in the Nation I
n 2013, Hawaii set out to reinvent how citizens work with government and set a
new standard for state websites by delivering
Message From the General Manager
A Year in Review
A
t HIC, our goal is to bring government services to the people. We do this by partnering with more than 95 percent of all government agencies in Hawaii,
the most striking changes and groundbreaking
who work with us to bring services online to the citizens
enhancements to a Web portal in recent history.
of Hawaii. We offer public-facing, easy-to-use, always-on
In 2014, continuing our ambitious goal of the reinvention of government as we know it, we upped our game to bring the focus to the individual
Internet services, most of which are completed at no cost to the state of Hawaii or its taxpayers. In 2014, we received 11 national and local awards recog-
user. Taking a first-of-its-kind approach to the
nizing our services created in cooperation with our partner
gamification of government, we created a new one-
state and county agencies.
stop shop, allowing Hawaii residents to completely
Russell Castagnaro General Manager
As of Oct. 31, 2014, we launched 11 new services, 17 upgrades or rewrites of
customize how they interact online with the state
existing services, four websites, and one mobile app. We also processed more than
on any device, anywhere, anytime – securely and
$1.6 billion in payments for our partners.
reliably. In doing so, Hawaii.gov was honored to be
Throughout 2014, HIC provided more than 23,000 man-hours of labor to our
named this year’s “Best of the Web” state portal by
partners at no cost by leveraging HIC’s self-funded portal contract. We also provided
the Center for Digital Government, representing
avoided cost savings of more than $5 million. We see more opportunities to save our
the best government website in the nation.
partners at least $10-$15 million in the near future.
The Best of the Web awards program is the original and most respected state and local government | continued on page 2 |
Partner Testimonials
Hawaii.gov Is the Best Website in the Nation | continued from page 1 |
website competition in the U.S., honoring outstanding
Professional and Vocational Licensing Division
government portals and
“eHawaii.gov has been responding to hundreds of
websites based on their
online chats regarding inquiries for the PVLD. We
innovations, functionality,
appreciate the enthusiasm and selfless support
and efficiencies.
of the eHawaii.gov staff and the Customer Service
With the promise of
Department in attempting to field and respond to
bringing “Your
queries from the consuming public on behalf of
Government – Your
the PVLD. Kudos to eHawaii.gov!!!”
Way,” my.hawaii.gov integrates with seven
“Our vision is transforming government at the speed of life,” said Sonny Bhagowalia, Hawaii’s recent chief adviser for technology.
Hawaii Criminal Justice Data Center
of the 17 departments
“The Hawaii Criminal Justice Data Center has
and includes a rich, personalized history of all business conducted online with
worked with the Hawaii Information Consortium
the State. It also directly integrates with almost 60 of the 100-plus online services
(HIC) on several projects with varying scopes. HIC
offered in Hawaii.
has proven to be a competent partner that often
Additional upgrades to Hawaii.gov in 2014 included:
brings new and innovative ideas to the table.”
• Advanced search: filters for news, videos, images, and related searches. • Language translation.
Department of Health “The Department of Health, Office of Health Status Monitoring’s partnership with the Hawaii
• Geolocation mapping service that allows visitors to find government offices, EV stations, farmers markets, and more. To help citizens stay connected to their government, Hawaii.gov offers 273 social
Information Consortium (eHawaii.gov) has
media pages, 1,200-plus Twitter followers, a Flickr photo pool, and 20 YouTube videos.
spanned 10 years. eHawaii.gov has been a great,
The online services area now includes how-to videos and detailed information pages
responsive partner in the development and
for each service. Navigation between the 60 mobile apps, 100-plus online services, and
implementation of our various online services,
trending data is easier than ever.
the most notable being the death and marriage/ civil union registration systems, both of which won national digital awards.”
For fun, we’ve also created the error page of Armageddon - portal.ehawaii.gov/404, a secret Konami code, and a changing design based on the time of day. Hawaii.gov is the product of a collaboration between the Office of Information Management and Technology (OIMT) and the state Internet portal provider Hawaii
Business Registration Division,
Information Consortium LLC (HIC). n
Department of Commerce and Consumer Affairs “HIC has worked with BREG DCCA for years to help us provide one of the most innovative online state business registries in the country.”
Gamifying Government
M
ySavings, a service within my.hawaii.gov, aims to show citizens exactly how
Hawaii State Judiciary “Working with HIC gives credibility to the Judicial Performance Program. The results are undisputed ...”
much they are saving by conducting their business with the government online.
This is done by creating awareness around the amount of paper, miles, and time saved. Users also get helpful, Hawaii-centric tips
Department of Land and Natural Resources “HIC helped guide us through a conversion from an antiquated in-house permit system to an online Web portal that effectively changed the way we do business.” 2 | Hawaii Information Consortium, LLC Report 2014
for what users can do with their newfound time. For highlights of all of the great new features, visit m.hi.gov/myhi.
“With the 58 minutes you saved, you can go bodyboarding at Sandy Beach.”
Cost Savings Business Registration Division Avoided Costs
Business Registration Division
PVL Licensing Division Avoided Costs
PVL Online transactions achieve savings through saved postage and
Avoided costs are more than $600,000 to date for 2014. Avoided
printing of renewal application forms and data entry required
costs include printing, postage, and data entry costs. No IT-related
from paper renewals. Based on the number of online renewal
costs are considered.
transactions, PVL has saved more than $1.6 million since 2001.
Insurance Division Avoided Costs
Department of Taxation Avoided Costs
Department of Taxation (Tax) Insurance (INS)
As a result of portal online applications, Tax has significantly decreased costs. Major areas of savings include: eFile and MeF tax
Online transactions achieve savings through saved postage
returns, BB1 filings, UC-1 cashiering, and the tax license search.
and printing of renewal application forms, data entry of paper
We do not include any IT-related costs, only other quantifiable
renewals, and submissions from continuing education courses
costs associated with the handling of returns, printing, mail, and
and attendees. Based on the number of online renewal transac-
data entry. In 2014, our free services saved the State more than
tions since 2004, it is estimated that Insurance has saved close to
$3.5 million. With further engagement, estimated savings may
$300,000 through HIC’s online services.
reach closer to $10 million. Hawaii Information Consortium, LLC Report 2014 | 3
Security Incident Response: Don’t Rush the Notification Timeline
O
ne of the primary concerns when
may eventually turn out to be erroneous or
guide for handling a security breach, including
dealing with a security breach is
inaccurate. Accordingly, do not rush evidence
specific roles and responsibilities for multiple
notification to appropriate affected
collection and analysis simply to provide
teams, notification, and communication.
parties. As security breaches and compro-
immediate information to the public. Accu-
mised personal information have become
racy is paramount, and it is not appropriate
plan should establish is identification of the
nearly a constant in news headlines, there are
to jump to conclusions or make assumptions
incident response team members. Often,
more laws and regulations related to notifica-
when you are in the midst of a security breach.
team members identified in the plan include
tion in the event of a security breach. In 2014,
Understand state breach notification laws and
the highest leadership levels within the
19 states either introduced or considered
notification requirements set by federal law,
organization, communications personnel,
security breach legislation. This year, the
or industry standards, such as the Payment
security and IT professionals, and frontline
Florida Information Protection Act of 2014
Card Industry’s Data Security Standard. In
operations employees. The plan should also
was passed, requiring notice to be provided
addition, make sure sufficient facts have been
clearly define the roles and responsibilities
to affected individuals as soon as possible,
gathered before making a public statement.
of each incident response team member,
but no more than 30 days after discovery of
Providing too much information that turns out
including specific action items with associ-
the breach. The previous law had a 45-day requirement. Also this year, Kentucky became the latest state to enact security breach legislation, leaving only a few states without any laws requiring notification of security breaches involving personal information. In connection with any crime scene,
One of the first things an incident response
“ W ith a cybercrime, much like with a traditional crime scene, a thorough review of the evidence is essential and a necessary part of the process before any conclusions can be drawn.”
whether it is a cybercrime scene or a physical
to be inaccurate could complicate your ability
ated timelines. Finally, on an annual basis,
crime scene, notification about the incident
to effectively manage the breach and your
the plan should undergo a comprehensive
is important. In a physical crime scene, it can
credibility. While it is not always avoidable
review and modifications should be made,
take days or even weeks to collect toxicology
(i.e., you must comply with the law), guard
where appropriate, and employees should
reports or receive conclusive autopsy findings.
against misstating information by rushing the
be trained on how to effectively carry out the
In general, the public understands and appre-
notification timeline or you may run the risk
plan. This will help ensure that the plan is
ciates the time required to collect, analyze,
of having to recant and explain earlier state-
up to date and that incident response team
and report the findings of physical crime
ments provided.
members are prepared should a security
scene evidence. However, we are seeing some-
In connection with a physical crime scene,
incident occur. This will also help alleviate any
thing quite different in a cybercrime scene
a command post is often established to serve
pressure to report findings immediately as the
scenario, where expectations are continually
as a location for team meetings as well as
plan should be followed to guide the commu-
being set for companies and cyberforensics
the location from which media updates are
nication timeline.
professionals to provide immediate and
communicated. In addition, a team is formed
detailed information about a security inci-
and specific roles and responsibilities are
tighten security breach notification time-
dent. With a cybercrime, much like with a
assigned regarding the reporting of updates.
lines that you will be expected to follow, it
traditional crime scene, a thorough review of
Setting up a command post may also be a
is not advisable to rush the communication
the evidence is essential and a necessary part
good idea for managing a security breach,
process during a security incident. The best
of the process before any conclusions can be
depending on the magnitude of the issue.
response will stem from taking the necessary
drawn. Despite the expectation, it is advis-
This can go hand in hand and be leveraged
time to gather and analyze the cybercrime
able to use caution and avoid communicating
with execution of a well-developed incident
scene evidence, as well as following a
information too quickly, as this information
response plan, which should serve as the
detailed incident response plan.
4 | Hawaii Information Consortium, LLC Report 2014
Again, even as new legislation continues to
Trending
104
45,787
online services
271
social media pages
265 facebook likes 159 facebook shares
online transactions in the last 7 days
80
79
16
29
61
mobile applications
26
16
1,338
19
21
twitter followers
youtube videos
Application Spotlight: Absentee Vote Ballots
HIC
is excited to announce the release of our first applica-
were not sent. A report provides a
tion developed in partnership with the city and county
log of all actions with the data,
of Honolulu. Their need was straightforward – transform a burden-
including voter downloads
some emailing ballot process to voters outside of the U.S. The partner
of ballots. And if voters lose
was knowledgeable about the processes involved and the changes
the email or decide they
desired, and the deadline was external based on the upcoming elec-
want an electronic ballot
tion. Two HIC developers worked quickly and closely together to
at the last minute, the
produce a service that surpassed the partner’s expectations. Voters
election official can direct
residing outside the U.S. can now receive an email with a single
them to a website where
attachment that includes all required documents for them to send in
they can enter key infor-
a ballot without delay. Email notifications keep the election officials
mation and download their
up to date regarding database updates and when emails were and
ballot immediately. n Hawaii Information Consortium, LLC Report 2014 | 5
Major Application Upgrades
M
obile first is no longer a trend … it’s the new normal. As such, a major focus for us in 2014 was to redesign a large number of our apps to give them a responsive design along with a more current look and feel.
Service eFile Freshwater Game Fishing License Application
Agency TAX DLNR DAR
Description of Update
URL
Launch Date
Annual updates to all forms and fields for 2014 and integration of kala.
dotax.ehawaii.gov/efile/user
1/2/14
Upgraded to a mobile/responsive design.
freshwater.ehawaii.gov
1/2/14
Annual updates for 2014 to MeF.
mef.ehawaii.gov/mef
1/31/14
Modernized eFile (MeF)
TAX
Real Estate Education Application
DCCA REB
Upgrades include: 1. Addition of pre-licensing functionality 2. Mobile/responsive design
3. eHawaii.gov login integration
pvl.ehawaii.gov/rece
2/18/14
PVL List Builder
DCCA PVL
Upgrades include: 1. Rewrite of Perl application to Java 2. Mobile/responsive design
3. Switch to TPE 2.x
pvl.ehawaii.gov/pvllistbuilder
2/28/14
Charity Registry
AG HCJDC
Upgraded to a mobile/responsive design.
ag.ehawaii.gov/charity
3/13/14
Electronic Marriage Registry System (EMRS)
DOH OHSM
Upgrades include: 1. Converting the EMRS services to run on MySQL database 2. Migrating existing data from Oracle to MySQL (2x) 3. Replacing existing dedicated master and stand-by database servers 4. Restoring database replication process between master and stand-by database servers
emrs.ehawaii.gov/emrs
3/22/14
DOH OHSM
Upgrades include: 1. Converting the EDRS services to run on MySQL database 2. Migrating existing data from Oracle to MySQL (2x) 3. Replacing existing dedicated master and stand-by database servers 4. Restoring database replication process between master and stand-by database servers
edrs.ehawaii.gov/edr
4/27/14
Added three new tiles to my.hawaii.gov including PVL License, HIePRO Solicitations, and HTSB.
portal.ehawaii.gov/myhawaii
4/30/14
Upgraded to a mobile/responsive design.
hbe.ehawaii.gov/listbuilder
6/3/14
energy.ehawaii.gov/ev
6/23/14
play.google.com/store/apps/ details?id=com.nicusa.hiev
6/18/14
Electronic Death Registry System (EDRS) my.hawaii.gov Entity List Builder
EV Stations
HIC DCCA BREG
DBEDT Energy
Upgraded the look and feel and made minor layout modifications to optimize usability.
Energy Permitting Wizard
DBEDT Energy
Upgrades include: 1. Enhanced look and feel 2. New navigation bar 3. Additional tool tips 4. Note box feature for each question (Admin)
Real Estate Education App / Professional Vocational Licensing App
DCCA REB / PVL
Upgrades include: 1. Integration of the MyPVL Dashboard for Real estate licensees 2. Real estate licensees can create a new eHawaii.gov account and link their existing real estate license from the MyPVL Dashboard 3. Real estate licensees can view their course credits from the Dashboard
eCrim
AG HCJDC
Upgraded to a mobile/responsive design.
HCE View Access
DAGS HCE
Upgrades include: 1. Multiple company viewers of their compliance application as well as the owner
ERS Self Service & Benefit Calculator
Vital Records Ordering System
B&F ERS
DOH OSHM
5. Updated evaluation summary 6. Enhanced permit schedule 7. Updated verbiage and layout inside of the application
itunes.apple.com/us/ app/ev-stations-hawaii/ id650114531?mt=8
6/23/14
wizard.hawaiicleanenergyinitiative.org
6/24/14
pvl.ehawaii.gov/rece 7/7/14 pvl.ehawaii.gov/mypvl ecrim.ehawaii.gov
9/22/14
2. Automated vendor renewals with agencies 3. More frequent updates to DOTAX compliance status
vendors.ehawaii.gov
9/25/14
Upgrades include: 1. New membership date field added 2. New tier 2 calculations
3. New age reduction calculation
ers.ehawaii.gov
9/29/14
Upgrades include: 1. Mobile/responsive design 2. Upgraded payment processing 3. Ability to track order progress by public 4. Ability to submit online or mail in order form 5. Ability to choose pickup or mail as the delivery method
6. Improved work flow with work queues 7. Integrated single system for all orders from counter, mail, and online 8. Easy search and administration features
vitrec.ehawaii.gov
11/18/14 (Partner Staff Only)
6 | Hawaii Information Consortium, LLC Report 2014
Delivering Value ... At the Speed of Life
T
raditionally, HIC has developed software
Top 10 Services
applications using the waterfall model, a sequential development process. While
this methodology works, it does not accommodate change very well. Requirements are defined upfront and are not expected to change. Accommodating changes to
868,121 eFile Tax Returns
the project design at any stage typically requires a great deal of time and effort. Usually changes are not even discovered until the application has been completely developed, which may cause extensive recoding and retesting. Another issue HIC faced was difficulty in gauging development progress due to low levels of accountability. In 2011-2012, HIC slowly moved more toward a “deliverables” approach – delivering small pieces of functionality to our partners sooner – and in 2013 we began to adopt an agile approach. Agile project management is an iterative and incremental method of managing the design and build activities for, in our case, IT projects, in a highly flexible and interactive manner. Work is broken down into tasks that can be completed in two days or less. Through daily scrums, progress is transparent to all project team members. One key agency that has embraced the agile approach is the Department of Labor and Industrial Relations (DLIR), Hawaii Occupational Safety and Health Division (HIOSH). Using the agile methodology to create an elevator inspection and permitting application for HIOSH, HIC develops portions
496,855
Modernized eFile Tax Returns
380,516 DOTAX eFile
347,213
eFile Tax eCheck Payments
of the application in two-week sprints and is able to show new features to the HIOSH team every two weeks. By incrementally demonstrating functionality to the partner, HIC has been able to successfully build partner trust and engagement. We have seen a dramatic increase in accountability, collaboration, and clarity of responsibilities, and increased partner engagement and trust since we adopted the agile approach. We look forward to continuing to integrate agile methods into more of our projects and to expanding the knowledge to the rest of our team. n
New Applications and Services Launched in 2014 Name Change | Lieutenant Governor’s Office
Portal Gamification | HIC
Apply and pay for a name change online and track
Cohesive and unified gaming platform that inte-
the name change process.
grates game mechanics into applications in order to drive adoption and engagement.
MyPVL | DCCA PVL MyPVL is a new home for all PVL licensees to
Hunter Registration | DLNR DOFAW
access information and services 24/7 from a
Allows individuals to submit an electronic applica-
single dashboard.
tion to be entered into a lottery for game mammal hunting on the islands of Hawaii, Lanai, and Kauai.
Commercial Vessel Permits | DLNR DOFAW Provides an expedient way for vendors to
Notification Center | HIC
register and purchase landing permits to
Allows users to sign up for email reminders
regulated Department of Land and Natural
or monitoring services within various HIC-
Resources sanctuaries.
based applications. n
288,241
Conveyance Documents Recorded
202,989 Driver Records
82,626
HCJDC eCrim Searches
80,128
Annual Business Report Filings
49,480
PVL License Renewals
37,371
eTraffic Payments Hawaii Information Consortium, LLC Report 2014 | 7
Meet Cheeky
About Adopt-a-Rat (and a little history ...)
S
taff member Rosie Warfield met the
201 Merchant Street, Suite 1805 Honolulu, HI 96813 (808) 695-4615 ehawaii.gov
Adopt-a-Rat founder at a conference in
Washington state in 2011 and was fascinated with the work he does for the HeroRATS program. She told him she would find a way to adopt some rats and build them into some sort of volunteer program at HIC ‌ and she did! Cheeky was our first rat to be adopted. To learn more about Cheeky, or other activities we do to give back to our local community as part of our award-winning volunteer program, visit: volunteer.ehawaii.gov. n
Name Cheeky Job TB Detection Rat Born Aug. 31, 2011
Awards
Š 2015 Trozzolo.com