Hawaii Information Consortium 2014 Report

INSIDE

HAwAii iNfoRmAtioN CoNsoRtium, LLC RepoRt 2014

Cost Savings ................................... 3

Security Incident Response: Dont Rush the Notification Timeline ......... 4

Delivering Value ... At the Speed of Light .................... 7

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Hawaii.gov Is the Best Website in the Nation

n 2013, Hawaii set out to reinvent how citizens work with government and set a

new standard for state websites by delivering the most striking changes and groundbreaking enhancements to a Web portal in recent history.

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 user. Taking a first-of-its-kind approach to the gamification of government, we created a new one-stop shop, allowing Hawaii residents to completely customize how they interact online with the state on any device, anywhere, anytime securely and reliably. In doing so, Hawaii.gov was honored to be named this years Best of the Web state portal by the Center for Digital Government, representing the best government website in the nation.

The Best of the Web awards program is the original and most respected state and local government

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, who work with us to bring services online to the citizens of Hawaii. We offer public-facing, easy-to-use, always-on 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-nizing our services created in cooperation with our partner state and county agencies.

As of Oct. 31, 2014, we launched 11 new services, 17 upgrades or rewrites of existing services, four websites, and one mobile app. We also processed more than $1.6 billion in payments for our partners.

Throughout 2014, HIC provided more than 23,000 man-hours of labor to our partners at no cost by leveraging HICs self-funded portal contract. We also provided avoided cost savings of more than $5 million. We see more opportunities to save our partners at least $10-$15 million in the near future.

Message From the General Manager

A Year in Review

I

Russell Castagnaro

General Manager

A

2 | HAWAII INfoRMATIoN CoNSoRTIuM, LLC REpoRT 2014

Gamifying GovernmentMySavings, a service within my.hawaii.gov, aims to show citizens exactly how 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 for what users can do with their newfound time.

For highlights of all of the great new features, visit m.hi.gov/myhi.

website competition in the U.S., honoring outstanding government portals and websites based on their innovations, functionality, and efficiencies.

With the promise of bringing Your Government Your Way, my.hawaii.gov integrates with seven of the 17 departments and includes a rich, personalized history of all business conducted online with the State. It also directly integrates with almost 60 of the 100-plus online services offered in Hawaii.

Additional upgrades to Hawaii.gov in 2014 included: Advanced search: filters for news, videos, images, and related searches

Language translation

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

media pages, 1,200-plus Twitter followers, a Flickr photo pool, and 20 YouTube videos. The online services area now includes how-to videos and detailed information pages for each service. Navigation between the 60 mobile apps, 100-plus online services, and trending data is easier than ever.

For fun, weve 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 Information Consortium LLC (HIC). n

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Hawaii.gov Is the Best Website in the Nationpartner testimonialsProfessional and Vocational Licensing Division

eHawaii.gov has been responding to hundreds of online chats regarding inquiries for the PVLD. We

appreciate the enthusiasm and selfless support of the eHawaii.gov staff and the Customer Service Department in attempting to field and respond to queries from the consuming public on behalf of the PVLD. Kudos to eHawaii.gov!!!

Hawaii Criminal Justice Data Center

The Hawaii Criminal Justice Data Center has worked with the Hawaii Information Consortium (HIC) on several projects with varying scopes. HIC has proven to be a competent partner that often brings new and innovative ideas to the table.

Department of Health

The Department of Health, Office of Health Status Monitorings partnership with the Hawaii Information Consortium (eHawaii.gov) has spanned 10 years. eHawaii.gov has been a great, responsive partner in the development and implementation of our various online services, the most notable being the death and marriage/civil union registration systems, both of which won national digital awards.

Business Registration Division,

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.

Hawaii State Judiciary

Working with HIC gives credibility to the Judicial Performance Program. The results are undisputed ...

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.

With the 58 minutes you saved, you can go bodyboarding at Sandy Beach.

Our vision is transforming government at the speed of life, said Sonny Bhagowalia, Hawaiis recent chief adviser for technology.

HAWAII INfoRMATIoN CoNSoRTIuM, LLC REpoRT 2014 | 3

Cost savings

Business Registration DivisionAvoided costs are more than $600,000 to date for 2014. Avoided costs include printing, postage, and data entry costs. No IT-related costs are considered.

PVLOnline transactions achieve savings through saved postage and printing of renewal application forms and data entry required from paper renewals. Based on the number of online renewal transactions, PVL has saved more than $1.6 million since 2001.

Insurance (INS)Online transactions achieve savings through saved postage and printing of renewal application forms, data entry of paper renewals, and submissions from continuing education courses and attendees. Based on the number of online renewal transac-tions since 2004, it is estimated that Insurance has saved close to $300,000 through HICs online services.

Department of Taxation (Tax)

As a result of portal online applications, Tax has significantly decreased costs. Major areas of savings include: eFile and MeF tax returns, BB1 filings, UC-1 cashiering, and the tax license search. We do not include any IT-related costs, only other quantifiable costs associated with the handling of returns, printing, mail, and data entry. In 2014, our free services saved the State more than $3.5 million. With further engagement, estimated savings may reach closer to $10 million.

business Registration Division Avoided Costs pVL Licensing Division Avoided Costs

insurance Division Avoided Costs Department of taxation Avoided Costs


One of the primary concerns when dealing with a security breach is notification to appropriate affected parties. As security breaches and compro-mised personal information have become nearly a constant in news headlines, there are more laws and regulations related to notifica-tion in the event of a security breach. In 2014, 19 states either introduced or considered security breach legislation. This year, the Florida Information Protection Act of 2014 was passed, requiring notice to be provided to affected individuals as soon as possible, but no more than 30 days after 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, whether it is a cybercrime scene or a physical crime scene, notification about the incident is important. In a physical crime scene, it can take days or even weeks to collect toxicology reports or receive conclusive autopsy findings. In general, the public understands and appre-ciates the time required to collect, analyze, and report the findings of physical crime scene evidence. However, we are seeing something quite different in a cybercrime scene scenario, where expectations are continually being set for companies and cyberforensics profes-sionals to provide immediate and detailed information about a security incident. With 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. Despite the expectation, it is advisable to use caution and avoid communicating information too quickly, as this information may eventually

turn out to be erroneous or inaccurate. Accord-ingly, do not rush evidence collection and analysis simply to provide immediate informa-tion to the public. Accuracy is paramount, and it is not appropriate to jump to conclusions or make assumptions when you are in the midst of a security breach. Understand state breach notification laws and notification requirements set by federal law, or industry standards, such as the Payment Card Industrys Data Security Standard. In addition, make sure sufficient facts have been gathered before making a public statement. Providing too much infor-mation that turns out to be inaccurate could

complicate your ability to effectively manage the breach and your credibility. While it is not always avoidable (i.e., you must comply with the law), guard against misstating informa-tion by rushing the notification timeline or you may run the risk of having to recant and explain earlier statements provided.

In connection with a physical crime scene, a command post is often established to serve as a location for team meetings as well as the location from which media updates are communicated. In addition, a team is formed and specific roles and responsibilities are assigned regarding the reporting of updates. Setting up a command post may also be a good idea for managing a security breach, depending on the magnitude of the issue. This can go hand in hand and be leveraged with execution of a well developed incident response plan, which should serve as the

guide for handling a security breach, including specific roles and responsibilities for multiple teams, notification, and communication.

One of the first things an incident response plan should establish is identification of the incident response team members. Often, team members identified in the plan include the highest leadership levels within the organiza-tion, communications personnel, security and IT professionals, and frontline operations employees. The plan should also clearly define the roles and responsibilities of each incident response team member, including specific action items with associated timelines. Finally,

on an annual basis, the plan should undergo a comprehensive review and modifications should be made, where appropriate, and employees should be trained on how to effec-tively carry out the plan. This will help ensure that the plan is up to date and that incident response team members are prepared should a security incident occur. This will also help alleviate any pressure to report findings imme-diately as the plan should be followed to guide the communication timeline.

Again, even as new legislation continues to tighten security breach notification time-lines that you will be expected to follow, it is not advisable to rush the communication process during a security incident. The best response will stem from taking the necessary time to gather and analyze the cybercrime scene evidence, as well as following a detailed incident response plan.

security incident Response: Dont Rush the Notification timeline

With 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.


Trending

Application spotlight: Absentee Vote ballots

HIC is excited to announce the release of our first applica-tion developed in partnership with the city and county of Honolulu. Their need was straightforward transform a burden-some emailing ballot process to voters outside of the U.S. The partner was knowledgeable about the processes involved and the changes desired, and the deadline was external based on the upcoming elec-tion. Two HIC developers worked quickly and closely together to produce a service that surpassed the partners expectations. Voters

residing outside the U.S. can now receive an email with a single attachment that includes all required documents for them to send in a ballot without delay. Email notifications keep the election officials

up to date regarding database updates and when emails were and

were not sent. A report provides a log of all actions with the data, including voter downloads of ballots. And if voters lose the email or decide they want an electronic ballot at the last minute, the election official can direct them to a website where they can enter key infor-mation and download their ballot immediately. n

104oNLINe SeRVICeS

45,787oNLINe TRANSACTIoNS IN THe LAST 7 DAyS

271SoCIAL meDIA PAgeS

61moBILe APPLICATIoNS

1,338TwITTeR foLLoweRS

21youTuBe VIDeoS

265 fACeBook LIkeS159 fACeBook SHAReS

26 19162916

7980


major Application upgrades

Mobile first is no longer a trend its 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 AGenCy DeSCRiption of UpDAte URL LAUnCh DAte

efile tAX Annual updates to all forms and fields for 2014 and integration of kala. dotax.ehawaii.gov/efile/user 1/2/14

freshwater Game fishing License Application

DLnR DAR Upgraded to a mobile/responsive design. freshwater.ehawaii.gov 1/2/14

Modernized efile (Mef) tAX Annual updates for 2014 to Mef. mef.ehawaii.gov/mef 1/31/14

Real estate education Application

DCCA ReB

Upgrades include:1. Addition of pre-licensing functionality2. 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 Java2. 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 database2. Migrating existing data from oracle to MySQL (2x)3. Replacing existing dedicated master and stand-by database servers4. Restoring database replication process between master and stand-by database servers

emrs.ehawaii.gov/emrs 3/22/14

electronic Death Registry System (eDRS)

Doh ohSM

Upgrades include:1. Converting the eDRS services to run on MySQL database2. Migrating existing data from oracle to MySQL (2x)3. Replacing existing dedicated master and stand-by database servers4. Restoring database replication process between master and stand-by database servers

edrs.ehawaii.gov/edr 4/27/14

my.hawaii.gov hiC Added three new tiles to my.hawaii.gov including pvL License, hiepRo Solicitations, and htSB. portal.ehawaii.gov/myhawaii 4/30/14

entity List Builder DCCA BReG Upgraded to a mobile/responsive design. hbe.ehawaii.gov/listbuilder 6/3/14

ev Stations DBeDt energy Upgraded the look and feel and made minor layout modifications to optimize usability.

energy.ehawaii.gov/ev 6/23/14

play.google.com/store/apps/details?id=com.nicusa.hiev

6/18/14

itunes.apple.com/us/app/ev-stations-hawaii/id650114531?mt=8

6/23/14

energy permitting Wizard

DBeDt energy

Upgrades include:1. enhanced look and feel 2. new navigation bar3. Additional tool tips4. note box feature for each question (Admin)

5. Updated evaluation summary6. enhanced permit schedule7. Updated verbiage and layout inside of the application

wizard.hawaiicleanenergyinitia-tive.org 6/24/14

Real estate education App / professional vocational Licensing App

DCCA ReB / pvL

Upgrades include:1. integration of the MypvL Dashboard for Real estate licensees2. Real estate licensees can create a new ehawaii.gov account and link their existing real estate license from the

MypvL Dashboard3. Real estate licensees can view their course credits from the Dashboard

pvl.ehawaii.gov/rece

7/7/14

pvl.ehawaii.gov/mypvl

eCrim AG - hCJDC Upgraded to a mobile/responsive design. ecrim.ehawaii.gov 9/22/14

hCe view Access

DAGS - hCe

Upgrades include:1. Multiple company viewers of their compliance

application as well as the owner 2. Automated vendor renewals with agencies3. More frequent updates to DotAX compliance status

vendors.ehawaii.gov 9/25/14

eRS Self Service & Benefit Calculator

B&f - eRS

Upgrades include:1. new membership date field added2. new tier 2 calculations

3. new age reduction calculation ers.ehawaii.gov 9/29/14

vital Records ordering System

Doh - oShM

Upgrades include:1. Mobile/responsive design2. Upgraded payment processing3. Ability to track order progress by public4. Ability to submit online or mail in order form5. Ability to choose pickup or mail as the delivery method

6. improved work flow with work queues7. integrated single system for all orders from counter,

mail, and online8. easy search and administration features

vitrec.ehawaii.gov

11/18/14 (partner

Staff only)


Delivering Value ... At the Speed of Liferaditionally, HIC has developed software 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 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 method-ology to create an elevator inspection and permitting application for HIOSH, HIC develops portions 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, 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 2014Name Change | Lieutenant governors office

Apply and pay for a name change online and track the name change process.

myPVL | DCCA PVL

MyPVL is a new home for all PVL licensees to

access information and services 24/7 from a single dashboard.

Commercial Vessel Permits | DLNR DofAw

Provides an expedient way for vendors to register and purchase landing permits to regulated Department of Land and Natural

Resources sanctuaries.

Portal gamification | HIC

Cohesive and unified gaming platform that inte-grates game mechanics into applications in order to drive adoption and engagement.

Hunter Registration | DLNR DofAw

Allows individuals to submit an electronic applica-tion to be entered into a lottery for game mammal hunting on the islands of Hawaii, Lanai, and Kauai.

Notification Center | HIC

Allows users to sign up for email reminders or monitoring services within various HIC-based applications. n

Ttop 10 services

868,121efile tax Returns

496,855modernized efile tax Returns

380,516DotAX efile

347,213efile tax eCheck payments

288,241Conveyance Documents Recorded

202,989Driver Records

82,626HCJDC eCrim searches

80,128Annual business Report filings

49,480pVL License Renewals

37,371etraffic payments

2015 Trozzolo.com

201 Merchant Street, Suite 1805Honolulu, HI 96813

(808) 695-4615ehawaii.gov

Meet CheekyAbout Adopt-a-Rat (and a little history ...)

taff member Rosie Warfield met the 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

Awards

NAme Cheeky Job TB Detection Rat boRN Aug. 31, 2011

S

Services

Hawaii Information Consortium 2014 Report