The Official Web Site of the State of South Carolina
SC.gov portal REPORT 2014
INSIDE Palmetto Pay................................... 2 Agency Spotlight: New Online License Sales for DNR. . ......... 2 Security Incident Response: Don’t Rush the Notification Timeline................ 3 Photo by Perry Baker, Courtesy of SC Department of Parks, Recreation and Tourism
Message From the General Manager I
n July, SC.gov was selected to continue as the outsourced eGovernment provider for
Online Consumer Complaint Filing System Wins National Award
T
he South Carolina Department of Consumer Affairs (SCDCA) Online Consumer Complaint Filing System, developed in partnership with SC.gov, has won the 2014 Digital Government Achievement Award. The Center for Digital Govern-
ment announced the winners, recognizing the Consumer Complaint System as best in
the state of South Carolina following a competitive
class in the Government-to-Citizen, State Government category. The Digital Govern-
rebid process. The state awarded us a five-year
ment Achievement Awards recognize outstanding agency and department websites and
contract that includes renewals that the state
applications based on innovation, functionality, and efficiency. This award showcases
can exercise to extend the contract through July
the importance of real-time, accessible, online information and interactive services to
2021. We appreciate the confidence that the state
the citizens and businesses of South Carolina.
of South Carolina continues to place in us and look forward to continued success in providing eGovernment services to state agencies, local governments, and higher education institutions. One of our most popular services is our payment processing, which includes credit card, debit card,
“SCDCA and SC.GOV staff did a phenomenal job in the creation of this cutting-edge Complaint System that is exceeding all expectations of increasing efficiency and productivity.” — Carri Grube Lybarker, SCDCA Administrator
and ACH payments made over the counter or
Since the Online Consumer Complaint Filing System was launched to the public
online. We have grown from processing 27,000
in January 2014, 60 percent of consumer complaints are now submitted online and
payments for $5.5 million in 2006 to 1.32 million
submissions are resolved 50 percent faster. SC.gov was excited to build this applica-
payments for $198 million in 2014. As an industry
tion at no cost to the agency. The new online service provides an automated means for
leader in payment processing, SC.gov will continue
citizens to submit complaints, provides ease and expedience for businesses to respond,
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and has significantly reduced the agency’s copier, office supply, and postage expenses. | continued on page 2 |
Palmetto Pay South Carolina’s Premier Solution for Online Payments
N
ew partners to Palmetto Pay in 2014 included the Department of Employ-
Agency Spotlight
New Online License Sales for DNR
I
n November 2013 the South Carolina Department of Natural Resources (DNR) rolled out its new
ment and Workforce, Department of
DNR Online Customer Service Portal. This
Vocational Rehabilitation and Workers
multichannel licensing system is the result
Compensation Commission, and several
of a long-standing partnership between DNR
new municipal courts.
and SC.gov. This new license suite replaces an
Palmetto Pay is SC.gov’s award-winning solu-
online license site in use since 2006. It also
Photo by Perry Baker, Courtesy of SC Department of Parks, Recreation and Tourism
tion to the need for a secure and convenient
replaces the in-house sales system used by
the Department of Natural Resources have
payment processor for South Carolina’s state
DNR for many, many years.
been sold through the application.
and local governments. Since its inception
Citizens and those who visit South Carolina
“With more and more of our hunters
in 2005, Palmetto Pay makes it easier to
are offered added convenience with several
and anglers adopting new technologies
make online and over-the-counter (OTC)
new sales options available through the
like smartphones and tablets, it only made
payments to state and local government agen-
application. These options include commer-
sense to give them a system that is conve-
cies. Payments can be made via a desktop,
cial license sales through select point-of-sale
nient, easy to use, and fits their outdoor
laptop, tablet, or smartphone for services
agents, online boat registration renewals, and
lifestyle. This is part of DNR’s continued
such as property taxes, traffic tickets, utility
online lottery hunt applications.
efforts to transform how we can serve our
payments, etc. Built on the foundation of NIC’s
By providing this application through
self-funded model, Palmetto Pay is available at
the SC.gov partnership, DNR has benefited
by providing our state’s hunters and anglers
no cost to government partners. Each partner
from a cost avoidance of $1,407,515 for
with additional features and functionality
is provided with access to robust reporting
software and hardware costs. DNR staff time
through the convenient and secure DNR
options and excellent, 24/7 customer support.
processing paper applications and renewals
Online Customer Service Portal,” said
In 2013, SC.gov won the Center for Digital
has been significantly reduced.
Scott Speares, Assistant Deputy Director of
Government Best Fit Integrator Award
The initial release of the DNR Online
for Palmetto Pay’s innovative and tailored
Customer Service Portal added the Lottery
payment processing solution.
Hunt Online Application process, allowing
Transaction volumes processed through
customers more efficiently and effectively,
Outreach and Support Services with the SC Department of Natural Resources. In 2015, DNR will begin offering many
hunters to apply for multiple state hunts
recreational licenses with a 365-day valid
Palmetto Pay continue to grow year over
online. Paper applications processed were
period instead of the current July-June valid
year. More than 130 state and local govern-
reduced by 77 percent, saving the agency
dates. This change, along with the enhance-
ment entities use Palmetto Pay for online
valuable operational time and expense.
ments of the new online licensing portal,
and OTC payments for more than 820 government services. By September, more
In the first 12 months, more than 1,996,456 licenses and other privileges for
will bring even more value to those who hunt and fish in South Carolina. n
than 1 million payments had been processed through Palmetto Pay in 2014. SC.gov. Palmetto Pay provides our partners
Online Consumer Complaint Filing System Wins National Award
and customers with the confidence that
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Security is of the utmost importance to
their payments are processed through a
SCDCA’s online Complaint System offers
to, complaints electronically as well as add comments and monitor the status. The
protected and secure channel. Committed
quick and easy submission, tracking, and
Consumer Complaint System also functions as
to providing the highest level of payment
searching from desktop, laptop, or mobile
a public information tool, allowing consumers,
device. After creating an account, consumers
media, and other interested parties to search
can submit, and businesses can respond
complaints on businesses of interest. n
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2 | SC.GOV PORTAL REPORT 2014
Security Incident Response: Don’t Rush the Notification Timeline
O
ne of the primary concerns when
quickly, as this information may eventually
serve as the guide for handling a security
dealing with a security breach is
turn out to be erroneous or inaccurate. Accord-
breach, including specific roles and respon-
notification to appropriate impacted
ingly, do not rush evidence collection and
sibilities for multiple teams, notification,
parties. And, as security breaches and compro-
analysis simply to provide immediate informa-
and communication.
mised personal information have become
tion to the public. Accuracy is paramount, and
nearly a constant in news headlines, there are
it is not appropriate to jump to conclusions or
plan should establish is identification of the
an increasing number of laws and regulations
make assumptions when you are in the midst
incident response team members. Often, team
related to notification in the event of a security
of a security breach. Understand state breach
members identified in the plan include the
breach. In fact, 19 states either introduced or
notification laws and notification requirements
highest leadership levels within the organiza-
considered security breach legislation in 2014.
set by federal law, or industry standards, such
tion, communications personnel, security
In 2014, the Florida Information Protection
as the Payment Card Industry’s Data Security
and IT professionals, and frontline operations
Act of 2014 was passed, requiring notice to
Standard. In addition, make sure sufficient
employees. The plan should also clearly define
be provided to affected individuals as soon
facts have been gathered before making a
the roles and responsibilities of each incident
as possible, but no more than 30 days after
public statement. Providing too much infor-
response team member, including specific
discovery of 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.” mation that turns out to be inaccurate could
action items with associated timelines. Finally,
whether it is a cybercrime scene or a physical
complicate your ability to effectively manage
on an annual basis, the plan should undergo
crime scene, notification about the incident
the breach and your credibility. While it is not
a comprehensive review and modifications
is important. In a physical crime scene, it can
always avoidable (i.e., you must comply with
should be made, where appropriate, and
take days or even weeks to collect toxicology
the law), guard against misstating information
employees should be trained on how to effec-
reports or receive conclusive autopsy findings.
by rushing the notification timeline or you may
tively carry out the plan. This will help ensure
In general, the public understands and appre-
run the risk of having to recant and explain
that the plan is up to date and that incident
ciates the time required to collect, analyze, and
earlier statements provided.
response team members are prepared should
report the findings of physical crime scene
In connection with a physical crime
a security incident occur. This will also help
evidence. However, we are seeing something
scene, a command post is often established
alleviate any pressure to report findings imme-
quite different in a cybercrime scene scenario,
to serve as a location for team meetings
diately as the plan should be followed to guide
where expectations are continually being set
as well as the location from which media
the communication timeline.
for companies and cyberforensics profes-
updates are communicated. In addition,
sionals to provide immediate and detailed
a team is formed and specific roles and
tighten security breach notification time-
information about a security incident. With a
responsibilities are assigned regarding the
lines that you will be expected to follow, it
cybercrime, much like with a traditional crime
reporting of updates. Setting up a command
is not advisable to rush the communication
scene, a thorough review of the evidence is
post may also be a good idea for managing a
process during a security incident. The best
essential and a necessary part of the process
security breach, depending on the magni-
response will stem from taking the necessary
before any conclusions can be drawn. Despite
tude of the issue. This can go hand in hand
time to gather and analyze the cybercrime
the expectation, it is advisable to use caution
and be leveraged with executing on a thor-
scene evidence, as well as following a
and avoid communicating information too
ough incident response plan, which should
detailed incident response plan.
Again, even as new legislation continues to
SC.GOV PORTAL REPORT 2014 | 3
Message From the General Manager | continued from page 1 |
to enhance our systems with improved functionality and new innovative features.
Focus on Solutions
South Carolina Self-Funded eGovernment
W
e are thrilled about our continued long-standing partnership and eager to help advance the future of the state’s official website, SC.gov, and eGovernment services in South Carolina. The SC.gov portal team provides state and local governments in South Carolina
five enterprise services that are the foundation of its self-funded business model: Palmetto Pay,
SC.gov worked diligently with the SC
Palmetto Site Builder, Palmetto Event Registration, MyEvents2Go, and Palmetto Online Storefront.
Department of Consumer Affairs (DCA)
All five of these solutions, as well as custom online application development, provide cost-effective
to create a world-class online consumer
eGovernment solutions to state and local governments in South Carolina.
complaint filing system that won the 2014
Palmetto Online Storefront and MyEvents2Go are SC.gov’s newest enterprise offerings intro-
Digital Government Achievement Award.
duced in 2014. Both applications are available 24/7, allow for branding customization, and do not
The system was launched to the public in
require any setup or maintenance costs.
January 2014 and 60 percent of consumer
Palmetto Online Storefront allows agencies, divisions, counties, or municipalities to sell items
complaints are now submitted through
online. Items can be added and available for sale in minutes, with tax and shipping calculations.
the online system instead of by paper.
Robust reporting options are available to partners, and customers can pay securely by credit card,
This application exemplifies what the self-
debit card or electronic check.
funded model is all about. We are excited about continuing to
If you are having an event and want to provide instant access to information and stay connected with attendees during events, meetings, and conferences, then MyEvents2Go is a great fit.
provide efficiency and innovation to the
Attendees are able to download and save multiple events, add agenda items to their calendars, and
South Carolina citizens, businesses, and
view events on multiple devices in minutes. Organizers can edit agenda and menu items, display
governments through our secure enter-
speaker bios, and feature sponsors, local information, and more.
prise and customized eGovernment services for many years to come.
Ken Oliphant
Palmetto Pay
SC.gov’s enterprise eGovernment services allow citizens and businesses the convenience of interacting with state and local governments 24/7/365, whether it is to make a payment, visit a website, register for an event, view event agendas on their devices, or purchase items from agencies online. With SC.gov’s unique self-funded model these services
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are offered at no cost to government enti-
processing security, Palmetto Pay now
ties, making SC.gov a valuable resource
supports payments through encrypted card swipes. The use of a card swipe with encryption adds an additional layer of protection for our partners and their customers. For more information about Palmetto Pay including features, benefits, statistics, and partner references, please visit http://scinteractive.sc.gov.
for eGovernment solutions and saving the state more than $14.8 million since 2005. Currently, SC.gov works with 164 partners to maintain and support more than 50 apps and 977 services. We are committed to South Carolina and looking forward to forging new partnerships to provide more interactive government services in the coming years. For more information visit http://scinteractive.sc.gov. n
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