Utah interactive Report 2014
INSIDE Innovations in Exams and Certifications........................... 2 Mobile – It’s Reality....................... 2 Security Incident Response: Don’t Rush the Notification Timeline.......3
Utah.gov: 16 Awards in 2014 U
tah.gov is one of the most recognized portals in the nation because it truly understands
the challenges of providing a superior online experience that helps citizens connect with government. Utah Interactive collaborates with state
Nine Online Services Saved Utah $46 Million
J
ust as the business sector tapped into technology to change how it interacts with its customers, government has utilized a similar approach to better serve its citizens. eGovernment not only improves government efficiencies and customer
satisfaction – it has quantifiable benefits that translate to cost savings and avoidance. Originally launched in 1999, Utah.gov has proactively developed new online
agencies to create and develop online solutions
services to meet the demand of both citizens and businesses. Today, Utah.gov offers
that receive acknowledgment.
more than 1,000 online award-winning services.
Utah.gov has effectively created a strategy to integrate innovative solutions, execute in delivering quality services, and build a search-centric design
Providing Financial Benefits The University of Utah’s Center For Public Policy & Administration (CPPA) conducted
for a more immersive and relevant user experience.
a study to determine the financial benefits of eGovernment. The study utilized data from
Utah.gov continues to provide increased function-
the state’s 25 services with the highest transaction totals over a five-year period. While
ality resulting in government savings, increased
there are a number of potential benefits of online services, the CPPA report provided an
agency efficiency and, ultimately, user satisfaction.
analysis and evaluation of the financial benefit realized in a specific form – cost avoidance.
New updates for Utah.gov focused on implementing innovations deeper into the website
Yielding Financial Results
and providing better information for visitors.
The benefits primarily occur in the costs avoided by agencies as well as a cost savings
We enhanced Master Data Index and search,
per transaction conducted online. Simply put, cost avoidance is the cumulative difference
and targeted geolocation information for visitor
between the costs of providing a service online and the costs of providing the same
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Innovations in Exams and Certifications O
ne of the most exciting innova-
Mobile – It’s Reality
B
enjamin Franklin said, “In this world nothing can be said to be certain, except death and taxes.” Based on user study and current research, the new reality is “In this world nothing can
be said to be certain, except death, taxes, and a mobile connection.” More than 90 percent of American adults have a cellphone, 63 percent of adults use their cellphone to go online, and 34 percent of those users go online mostly using their phone – not using a desktop or laptop computer. That
tions currently available to the
means many users interact online entirely on their mobile phone.
state of Utah is the new Exam
As more online transactions occur on mobile devices it is vitally
Center application. Utah Interactive, in
important for government agencies to be able to complete simple
partnership with Utah.gov, has devel-
and frequent transactions on mobile platforms. Today’s online user
oped a novel solution for providing,
experience is in a state of constant change. Users now access the
distributing, and verifying exams and
Internet anytime, from any location.
certifications in the state.
Citizens are making payments from mobile platforms and want
The new Exam Center application is a
to complete government transactions that are simple, safe, and
robust and flexible tool for administering
secure. They are registering to vote, filing permits, and completing
online compliance programs and certifica-
certifications and exams on their mobile devices.
tions. Below are some of the features of
Recently Utah.gov has developed two mobile services that demon-
Exam Center:
strate how agencies can utilize mobile devices to serve customers.
• Build custom exams
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• Unlimited exams • Randomize questions • Use images in questions
Nine Online Services Saved Utah $46 Million
• Control length of time for each question
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and exam
service offline (in person, at a government
• Allow test takers to pay online
office, by phone, or by mail). The CPPA’s
• Create multiple administrator accounts
analysis indicates that Utah has avoided
• Track exam results in the
significant expenses by providing services
administrator dashboard Exam Center allows you to save time,
in an online format. Twenty-five of the top services provided by the state were
money, and your patience while you
analyzed in the study. Data from nine
administer exams across the state. Utah
services provided by Utah Interactive
Interactive can help your agency develop
formed the core of the savings generated.
state agencies, 16 localities, and four political
a custom solution for your agency.
These nine services alone produced a cost
subdivisions using a self-funded model to fund
Use the Exam Center to collaborate with
Utah Interactive currently works with 65
avoidance of millions – $46 million over a
the creation of online services. The estimated
certification experts on content, and then
five-year period based on nine out of the 25
costs for providing online services under
to manage content throughout the exam
online services in the study.
the self-funded model are approximately $15
development cycle. Exam Center integrates
In general, the cost for providing the
million. Utah Interactive alone processes more
the functionality for developing tests
services in an online format is less for the
than 32 million transactions a year. These are
within a suite of highly secure Web-based
agency than providing the services offline.
costs that the state of Utah would have likely
tools. The system allows for remote collab-
Using a cost comparison between online
spent to deliver a comparable in-house portal
oration to reduce the development costs of
and offline, the average cost per transaction
solution, but has avoided because it uses Utah
your examination. It is also configurable,
for agencies to provide the service online is
Interactive’s services and a self-funded solu-
to maximize cost savings while increasing
$3.91; to provide the same services offline,
tion. This self-funded cost avoidance noted
productivity and exam integrity.
the average cost is $17.11 – a difference of
above provided an estimated combined
$13.20 per transaction.
avoidance of $61 million. n
2 | Utah interactive Report 2014
Security Incident Response: Don’t Rush the Notification Timeline
O
ne of the primary concerns when
turn out to be erroneous or inaccurate. Accord-
handling a security breach, including specific
dealing with a security breach is
ingly, do not rush evidence collection and
roles and responsibilities for multiple teams,
notification to appropriate impacted
analysis simply to provide immediate informa-
notification, and communication.
parties. And, as security breaches and compro-
tion to the public. Accuracy is paramount, and
mised personal information have become
it is not appropriate to jump to conclusions or
plan should establish is identification of the
nearly a constant in news headlines, there are
make assumptions when you are in the midst
incident response team members. Often, team
an increasing number of laws and regulations
of a security breach. Understand state breach
members identified in the plan include the
related to notification in the event of a security
notification laws and notification requirements
highest leadership levels within the organiza-
breach. In fact, 19 states either introduced or
set by federal law, or industry standards, such
tion, communications personnel, security
considered security breach legislation in 2014.
as the Payment Card Industry’s Data Security
and IT professionals, and frontline operations
This year, the Florida Information Protection
Standard. In addition, make sure sufficient
employees. The plan should also clearly define
Act of 2014 was passed, requiring notice to
facts have been gathered before making a
the roles and responsibilities of each incident
be provided to affected individuals as soon
public statement. Providing too much infor-
response team member, including specific
as possible, but no more than 30 days after
mation that turns out to be inaccurate could
action items with associated timelines. Finally,
One of the first things an incident response
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,
“ 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 crime scene, notification about the incident
complicate your ability to effectively manage
on an annual basis, the plan should undergo
is important. In a physical crime scene, it can
the breach and your credibility. While it is not
a comprehensive review and modifications
take days or even weeks to collect toxicology
always avoidable (i.e., you must comply with
should be made, where appropriate, and
reports or receive conclusive autopsy findings.
the law), guard against misstating informa-
employees should be trained on how to effec-
In general, the public understands and appre-
tion by rushing the notification timeline or
tively carry out the plan. This will help ensure
ciates the time required to collect, analyze, and
you may run the risk of having to recant and
that the plan is up to date and that incident
report the findings of physical crime scene
explain earlier statements provided.
response team members are prepared should
evidence. However, we are seeing something
In connection with a physical crime scene,
a security incident occur. This will also help
quite different in a cybercrime scene scenario,
a command post is often established to serve
alleviate any pressure to report findings imme-
where expectations are continually being set
as a location for team meetings as well as
diately as the plan should be followed to guide
for companies and cyberforensics profes-
the location from which media updates are
the communication timeline.
sionals to provide immediate and detailed
communicated. In addition, a team is formed
information about a security incident. With a
and specific roles and responsibilities are
to tighten security breach notification time-
cybercrime, much like with a traditional crime
assigned regarding the reporting of updates.
lines that you will be expected to follow,
scene, a thorough review of the evidence is
Setting up a command post may also be a
it is not advisable to rush the communica-
essential and a necessary part of the process
good idea for managing a security breach,
tion process during a security incident.
before any conclusions can be drawn. Despite
depending on the magnitude of the issue. This
The best response will stem from taking
the expectation, it is advisable to use caution
can go hand in hand and be leveraged with
the necessary time to gather and analyze
and avoid communicating information too
executing on a thorough incident response
the cybercrime scene evidence, as well as
quickly, as this information may eventually
plan, which should serve as the guide for
following a detailed incident response plan.
Again, even as new legislation continues
Utah interactive Report 2014 | 3
Mobile – It’s Reality | continued from page 2 |
Case Study: OnTime OnTime is a free application that provides UTA riders with real-time vehicle location information. Riders can locate vehicles by searching for nearby stops or by searching transit route number. Maps allow riders to find public transportation stops and routes nearby.
136 East, South Temple, Suite 1150 Salt Lake City, UT 84111 (801) 983-8428 Utah.gov
Case Study: Mobile Hunting and Fishing Licenses Online Utah Interactive worked with the Utah Division of Wildlife Resources (DWR) to create the official mobile hunting and fishing application. This iPhone and Android application provides outdoorsmen the very best information and technology available to help them enjoy their adventures in the state of Utah. The DWR wanted the application to match
© 2015 Trozzolo.com
Utah.gov: 16 Awards in 2014 | continued from page 1 |
the outdoor adventures available in the state.
relevance. Utah.gov continues to fine-tune the effectiveness of the website using the best principles
They surveyed the current technology and
of design thinking. With the desire to make the large number of secondary pages more indepen-
looked for ways to provide a leading-edge
dent, more useful, and act as standalone Web pages, updates focused on providing engaging,
solution. They wanted it to help individuals
visual content on these pages.
and families easily get into the outdoors and
Recent updates included:
be useful in remote areas where there may
• Infographics were added to help citizens visually understand content and government priorities.
not be mobile service.
• M any additional maps were added to contextualize the vast data repository of geolocated data
Although Utah Interactive has made
in the MDI.
incredible advancements in providing useful
• A vertical design layout was utilized for a mobile-first responsive design.
mobile solutions, there is an even bigger
These innovations helped Utah.gov win the following awards:
opportunity to create new mobile services for state employees and citizens. Adoption
Best of State
Utah.gov
Winner Best Web-Based Community
of mobile technology is a rapidly growing
Utah Innovation Award
Bill Watch/HFLO
Honorable Mention
solution for automating specific tasks and
IAC Awards
Taxpayer Receipt from Utah.gov Banner
Won Best Government Online Ad
increasing productivity. n
Horizon Award
Jobs.Utah.gov
Winner Bronze Award
Communicator Award
Utah.gov
2014 Communicator Award
Interactive Media Award
Utah.gov
Won Best in Class
PTI - Web 2.0 Awards
Google+
Winner
National Association of Legislative Information Technology Online Democracy Award
le.utah.gov
Winner
Digital State
State of Utah
“A”
Digital State: Enterprise Information and Communications Technology
State of Utah
1st Place
Digital State: Citizen Engagement
State of Utah
1st Place
Web Marketing Association – WebAward
Utah.gov
Winner Standard of Excellence
Best of the Web
Utah.gov
2nd Place
W3 Award
Utah.gov
Gold Award Winner
Davey
Utah.gov
Silver Award Winner