INSIDE

DELAWARE INTERACTIVE REPORT 2012

NIC – A Unique and Valuable Partner ............... 2

Featured Services .............. 3

Message From the General Manager .............. 4

Agency Spotlight: PIC Delaware Public Integrity Commission

In partnership with the Delaware Public Integrity Commission (PIC), DI has

implemented the Public Integrity Reporting System (PIRS) to support the

commission’s commitment to its constituents, both lobbyists and public

officers, and also the public.

In 2012, Senate Bill 185 was signed into law, which required all lobbyists to report their

lobbying activity within fi ve days of approaching an offi cial about a bill or action. PIRS,

implemented in a mere four months, enhances transparency in government by increasing

access to more data than ever, tightly coupling lobbying activities with specifi c legislation.

The public “Explore” feature allows the public to drill down to the dollar amounts a lobbyist

or an organization spends, as well as identify the specifi c bills, resolutions, or other legislative

action on which lobbying action is occurring, including the number or title of any administra-

tive (Executive Branch) action on which lobbyists are working.

Lobbyists benefi t from PIRS’ responsive design, which allows them to report their lobbying

activity on mobile devices throughout the year, without being tethered to a desk-bound PC.

Critical to the success of this project was Janet A. Wright, Esq., Public Integrity Commission

Counsel, who’s heading a small offi ce of two full-time employees (herself included) and one

contractor. Janet was indispensable in translating the fi ner points of SB 185 for DI to design

an electronic system that supported the new legislation. Implementing the solution following

an Agile approach, which requires a considerable commitment from both stakeholder(s) and

project team to meet frequently and critically to go over the work product together, Janet

Executive SummaryA Year of ‘Firsts’ in the First State

elaware’s eGovernment program, a part-

nership between the state of Delaware and

Delaware Interactive (DI), experienced in 2012 –

its fi rst full year of operation – an exceptional

year of innovation and growth.

Throughout the year the program focused on three

primary goals. The fi rst was to implement innovative

solutions that streamlined citizen and business inter-

action with the state of Delaware. The second goal

was to expand the state’s mobile presence. The third

goal was to deploy the new services on a modern

.NET platform and host the growing service port-

folio on a technological infrastructure that not only

offers security and redundancy, but also supports

the future growth of Delaware eGovernment. The

program was able to achieve each of these goals

through the course of the year. This achievement was

made possible by the partnership between the state

of Delaware and DI, a talented and dedicated staff,

D

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2 | DELAWARE INTERACTIVE REPORT 2012

t NIC, we help our government partners deliver valuable information and services

to businesses and citizens 24 hours a day, seven days a week. Today, 30 states

enjoy the effi ciencies NIC brings to interacting with government.

Mobile-First StrategyAs the eGovernment industry leader, NIC is at the technology forefront for providing

electronic government services for all types of devices. Today, NIC has developed more

offi cial government mobile applications than any company in the world. Serving as the

research and development department for our partners, our innovation brings govern-

ment access to the latest technologies for providing electronic services. We employ a

‘mobile fi rst’ strategy, and believe that today’s evolving technology requires that all

online services be developed with a mobile consideration.

In addition to native mobile apps, we also lead in mobile Web expertise, using

‘responsive design’ technology to provide convenience to citizens and effi ciency to

our government partners.

Secure Transactions The number of eGovernment services we provide grows every day. In our 21-year

history, we have developed more than 7,500 customized eGovernment solutions that

enable citizens and businesses to interact with government securely and effi ciently.

In 2012, more than 200 million online transactions were completed using eGovern-

ment services developed by NIC, and the company securely processed more than $22.5

billion on behalf of its government partners. What’s key is all the transactions were

completed securely.

A cybersecurity breach could cost states a lot more than credibility. Cybersecurity has

become of critical importance, with 82 percent of state offi cials stating that cybersecu-

rity is the most important challenge they face.

NIC’s standards-based eGovernment security program uses a multilayered approach

to ensure that sensitive information is protected. The investment to keep security

measures current and valuable data safe is relatively small when compared to the

potential costs of a major breach. Consumer confi dence can plummet, reputations can

be damaged beyond repair, legal action can drain resources, and the negative effects

can ripple far and wide.

NIC’s corporate and portal security teams continuously monitor online applications

and systems to detect vulnerabilities, and adhere to the highest levels of payment card

industry (PCI) compliance. Yet, even with most of the risk outsourced, partners still

need to be aware that 100 percent of the risk cannot be outsourced. NIC’s Corporate

Security Team, led by NIC’s chief security offi cer, Jayne Friedland Holland, helps

educate partners on the many layers and complexities involved with PCI compliance

and security issues. With states currently targeted by literally millions of security

threats every week, heightened vigilance is of immediate and critical importance.

NIC’s mobile technology innovation, combined with our strong cybersecurity expertise,

makes NIC a truly unique and valuable partner. �

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and the support of Delaware citizens and busi-

nesses by utilizing the new and existing services

offered by Delaware.gov.

In 2012, the DI team implemented 20 new

or enhanced applications, mobile apps, and

productivity tools providing exceptional

solutions and services for Delaware citizens,

businesses, and government. While enhancing

government transparency and public safety

played a dominant role in the types of services

deployed in year one of the partnership (see

“Featured Services”), DI also collaborated with

the Division of Motor Vehicles on an electronic

temporary tag issuance system in support of

Governor Jack Markell’s directive to make

doing business easy in Delaware.

DI also grew the number of mobile or

mobile-friendly services, adding seven

services that ranged from helping future

motorists pass the driver test or helping

current motorists refresh their knowledge

of the rules of the road, to allowing citizens

and businesses on the go to check a licensed

professional’s or facility’s license status

and disciplinary actions on record, to the

ability to submit tips on suspicious, possibly

terrorist, activity to Delaware’s Fusion

Center, anonymously if desired. These

services can be downloaded or accessed at

www.delaware.gov/apps (see also “Focused

on Mobile”).

NIC’s and DI’s winning model provides

consistency and continuity by providing

enterprise services like hosting, security,

compliance with Sarbanes-Oxley and PCI-DSS,

service desk, marketing, and many other

services. Unlike vendors that are retained for

one project at a time, NIC and DI provide

holistic, “soup to nuts” management of the

eGovernment enterprise in partnership with

the state. The sound foundation put in place

in 2012 will serve Delaware eGovernment

as a springboard to build on and surpass the

achievements of year one. �

Executive Summary NIC – A Unique and Valuable PartnerMobile Innovation Meets Cybersecurity Expertise

DELAWARE INTERACTIVE REPORT 2012 | 3

Featured ServicesThe Public Meeting Calendar for State and Local Government

The State of Delaware launched a new, modern Public Meeting

Calendar that lists public meetings, hearings, and workshops of state

agencies. The new calendar system – calendar.delaware.gov – was

developed by DI in partnership with the Delaware Government Infor-

mation Center (GIC). The application supports the Delaware state

government’s mandate to drive greater effi ciencies and cost savings

while retaining and expanding public services and transparency both

online and through mobile channels.

The new Public Meeting Calendar features a streamlined,

high-usability interface that is consistent with the look and feel

of the state’s new delaware.gov Web portal. Each meeting record

features detailed information about the meeting, a meeting

change history to alert users to any updates, a map to the meeting

location, and the ability to scan a meeting-specifi c QR code to

download meeting information directly to their personal calen-

dars. The system also provides users access to agendas and

minutes for public meetings.

Agencies, too, benefi t from the newly designed back-offi ce

functionality that allows users to manage the entire meeting notice

lifecycle, including authoring and editing meetings and workfl ow-

supported draft minute and meeting approvals. By the end of 2012,

almost 2,000 meetings had been authored and posted on the PMC.

The Temporary Tags Issuance System (TTags) TTags was successfully implemented and piloted in fall 2012. The

new system streamlines the temporary vehicle tag process for both

Delaware’s car dealerships and the DMV, aids law enforcement

in accessing ownership information right in their patrol car, and

provides enhanced accountability.

Dealers access user-friendly screens to issue, reprint, and void a

temp tag. The service securely stores dealership payment information

to process transactions each night. This eliminates the need to prepay

for temp tags. The system has reduced the time, cost, and frustration

previously associated with manually issuing and tracking temp tags.

The dealer community loves the system’s ability to auto-calculate 60

days in advance for the tag expiration date; this was the most frequent

mistake dealers would make while completing a tag the old way.

The DMV uses the system as the central access point to view

dealerships and their activity, facilitating management of the

program and performing audits, and as a no-cost mechanism to

contact and disseminate information to the dealership commu-

nity. Gone are the days of visiting dealerships and requesting the

log book of temp tags issued.

Since the service provides immediate 24/7 access to vehicle owner

information, the system provides greater safety for our offi cers who

now can get information about the vehicle and driver in their patrol;

this in turn enhances public safety.

Responding to popular demand,

DI localized the free DMV Driver

Practice Test app originally deployed

in 2011, available for iOS and Android

devices, to automatically serve up a Spanish-

language version when the app detected that

a user device’s language preferences were

set to Spanish. Downloads of this app (iOS,

Android, and Windows 7) in December 2012

were well above the 5,000 mark.

Working with the Delaware Information

and Analysis Center (DIAC), DI released a free

FORCE 1-2 app for iOS and Android, providing

a mobile solution for submitting tips regarding

suspicious and terrorist activities. The app

enables the public to report information such as

location, activity description, subject description,

vehicle description, and even a photograph to

the police. Tips can be submitted anonymously.

All tips are passed directly to the DIAC via email

to preapproved recipients. This is particularly

relevant in the context of public safety since the

mobile channel meets the citizen expectation to

have access anytime, anywhere. By the end of

2012, the app was downloaded 506 times.

In the interest of enhancing user conve-

nience while protecting Delawareans, DI

teamed with the Division of Professional

Regulation to develop Delaware’s fi rst

HTML5/responsive design “app”: the

Professional License Search (PLS); since it’s

Web-based, it is device-agnostic and can be

used on smartphones, tablets, or regular PCs.

Citizens on the go can search for a licensed

professional or a facility and obtain informa-

tion on license status and any disciplinary

actions on record updated every four hours. �

Focused on Mobile

© 2013 Trozzolo.com

generously invested many hours of her time to

work with DI staff to get the new system “just

right.” After the system rolled out, Ms. Wright

noted, “Yesterday when I was at Leg Hall, I

spoke with a number of lobbyists … and all of

them said how helpful and courteous ‘my staff’

[DI] has been. One of the things I have worked

hardest at during all the years I’ve been here

has been to try to establish that as our reputa-

tion … immediate, helpful, courteous, and

knowledgeable responses are very important

to me. I was so glad to hear the lobbyists

express what a positive experience it has been

during this transition. Please pass this along to

all of the DI employees so they will know the

compliments they are receiving, and that it is

greatly appreciated.” �

Agency Spotlight: PIC

116 E. Water StreetDover, DE 19901

(302) 526-2197delaware.gov

Message From the General Manager “Strive not to be a success, but rather to be of value.”

lbert Einstein’s quote intimates at

what the DI team, seven enthusiastic,

inspired, and driven individuals, is achieving

on behalf of our partner, the state of Dela-

ware. Over the last year, as general manager

of DI, I’ve had the privilege to witness DI’s

role in the state’s eGovernment program’s

success. With Delaware’s leaders embracing

innovation and agency partners seeking

the latest technical solutions, the partner-

ship between the state and DI has achieved

remarkable milestones that go far beyond

mere success. They have positioned DI to

continue to provide long-term value to the

state not only through technical innovation

and services that garnered attention beyond

Delaware’s state lines, but also by supporting

the community in which we live and work.

A year of “fi rsts” in Delaware, the fi rst state:

• The Public Meeting Calendar, first appli-

cation released, wins the Outstanding

Achievement Interactive Media Award™,

sponsored by the Interactive Media

Council, Inc. (IMC) and the 2012 Web 2.0

State Local Government Award in the

State category, sponsored by the Public

Technology Institute (PTI).

• The popular DMV Driver Exam Practice

Test was released as a first-ever Windows

7 mobile app – a “first” for both NIC and,

more importantly, Delaware.

• With the Professional License Search, the

fi rst mobile device-agnostic, responsively

designed service was deployed; it laid

the foundation for more services to be

developed for the largest-possible audience

and the growing number of mobile devices

taking the place of PCs.

• The DMV Driver Practice Test, NIC’s

and Delaware’s first-ever localized app,

responds to the needs of Delaware’s

Spanish-speaking community.

• Sponsorship of the Annual Delaware

State GIS Conference recognized the

state’s work in location data that is vital to

developing high-adoption services.

• Support for Delaware’s State Fair will

become an annual tradition. We will staff

a booth with our partner and showcase

the online services available to citizens

and businesses.

• Two University of Delaware graduates grew

the DI team to seven full-time employees.

Every day I witness their brainstorming

and collaboration as they strive to deliver

new services utilizing pioneering technolo-

gies to propel Delaware’s eGovernment.

On behalf of DI, I want to thank the state

of Delaware for embracing the same

passion we do for innovation and a holistic

approach to eGovernment. Sharing this

vision, I look forward to celebrating many

more “first in the state – and the nation”

achievements in the years ahead.

C� � tia� Reinh� d

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