delaware interactive report 2013

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INSIDE DELAWARE INTERACTIVE REPORT 2013 Awards ............................. 2 Featured Services ............................ 3 Message From the General Manager .............. 4 | continued on page 2 | | continued on page 3 | Executive Summary A Small Team – Great Results for Delaware he eGovernment partnership between the state of Delaware and Delaware Interactive (DI) hit its stride in 2013. The program continued to focus on implementing new Web and mobile solutions that make access to information and services easier for citizens and businesses. In 2013, the DI team implemented 25 new services, mobile apps, and enhancements to existing solutions for Delaware, working with 14 different govern- ment agencies and commissions, and more than 400 businesses and organizations. Adoption of the Temporary Tag system, officially launched in March 2013, was growing each month with the majority of new car and truck dealers having chosen to sign up for the system. In 2013, the system generated more than 30,000 temporary tags. With nearly 70 dealers daily using this system, it easily makes it the most used service to date. I n partnership with the Department of Natural Resources and Environmental Control (DNREC) Division of Fish and Wildlife, DI has implemented the Hunter and Trapper Registration System (HTR) by delivering a suite of mobile-first, device-agnostic, and convenient services. HTR lays the foundation for a multiyear partnership with DNREC, working together on innovative services. DNREC’s Division of Fish and Wildlife handles thousands of registrations each year for Delaware hunters and trappers. HTR was part of the Division’s effort to offer new and improved ways for the hunting community to obtain required licenses and registrations and to report wildlife harvests. The agency’s biologists also benefit from improved back- end functionality and reporting; it’s their job to analyze the data gathered through HTR. Following an agile approach to design and implementation, DI worked closely with Robert Hossler, the Wildlife program manager, as well as two biologists, Matthew DiBona and Joe Rogerson, who were the experts on the day-to-day requirements of the system. Matt DiBona provided valuable feedback during the development and testing of the application and felt that HTR was what savvy users expect. “With more and more of our hunters and trappers adopting new technologies like smartphones and tablets, it only made sense to give them a system that is convenient, easy to use, and fits their outdoor lifestyle,” he said. Agency Spotlight Department of Natural Resources and Environmental Control T

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Page 1: Delaware Interactive Report 2013

INSIDE

delaware INTeraCTIVe rePOrT 2013

Awards ............................. 2

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

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

| continued on page 2 | | continued on page 3 |

Executive SummaryA Small Team – Great Results for Delaware

he eGovernment partnership between the state of Delaware and Delaware Interactive

(DI) hit its stride in 2013. The program continued to focus on implementing new Web and mobile solutions that make access to information and services easier for citizens and businesses. In 2013, the DI team implemented 25 new services, mobile apps, and enhancements to existing solutions for Delaware, working with 14 different govern-ment agencies and commissions, and more than 400 businesses and organizations. Adoption of the Temporary Tag system, officially launched in March 2013, was growing each month with the majority of new car and truck dealers having chosen to sign up for the system. In 2013, the system generated more than 30,000 temporary tags. With nearly 70 dealers daily using this system, it easily makes it the most used service to date.

In partnership with the Department of Natural Resources and Environmental Control (DNREC) Division of Fish and Wildlife, DI has implemented the Hunter and Trapper Registration System (HTR) by delivering a suite of mobile-first, device-agnostic, and

convenient services. HTR lays the foundation for a multiyear partnership with DNREC, working together on innovative services.

DNREC’s Division of Fish and Wildlife handles thousands of registrations each year for Delaware hunters and trappers. HTR was part of the Division’s effort to offer new and improved ways for the hunting community to obtain required licenses and registrations and to report wildlife harvests. The agency’s biologists also benefit from improved back-end functionality and reporting; it’s their job to analyze the data gathered through HTR. Following an agile approach to design and implementation, DI worked closely with Robert Hossler, the Wildlife program manager, as well as two biologists, Matthew DiBona and Joe Rogerson, who were the experts on the day-to-day requirements of the system.

Matt DiBona provided valuable feedback during the development and testing of the application and felt that HTR was what savvy users expect. “With more and more of our hunters and trappers adopting new technologies like smartphones and tablets, it only made sense to give them a system that is convenient, easy to use, and fits their outdoor lifestyle,” he said.

Agency SpotlightDepartment of Natural Resources and Environmental Control

T

Page 2: Delaware Interactive Report 2013

2 | DElAWArE INTErACTIVE rEPOrT 2013

2013 was a year in which eGovernment industry

leaders and institutions took notice of the growing number of services offered in Delaware. These honors and awards showcase the importance of real-time, accessible, online information and interactive services and how they are provided in an accessible format to the people of Delaware.

The National Association of State CIOs (NASCIO) selected Delaware’s State Police (DSP) Mobile Crime Tip Line Application as a finalist in the Fast Track Solutions category at the 25th annual NASCIO Recognition Awards for Outstanding Achievement in the Field of Information Technology in State Government. The mobile app offers the ability to report crime tips and submit anonymously.

The Delaware Veterans Services Direc-tory (VSD) was named a winner of the 2013 Digital Government Achievement Award in the Government-to-Business category. The VSD website was developed by the Delaware Government Infor-mation Center (GIC) for the Delaware Commission of Veterans Affairs as part of Governor Markell’s push for a more efficient and effective government. The directory provides a statewide online listing of public and private organizations offering services to Delaware veterans and their families. Service providers are able to register for the system online using their Delaware.gov account, a user management system developed by Delaware Interactive.

Governor Markell said, “The VSD is an innovative way to connect those in need of housing, healthcare, jobs, and many other benefits with those organizations that have a passion to serve veterans.”

The Professional License Search (PLS), a mobile-friendly site launched in 2012, was honored with the Outstanding Achievement Award by The Interactive Media Council, Inc. (IMC). This appli-cation enables the public to conduct a search of the Division of Professional Regulation records to determine whether a given professional has a current license in Delaware, and if any disciplinary actions have been taken against that professional. “One of our top priorities is to provide customers with convenient access to information that will help them make informed choices about professional services,” said Deputy Secretary of State James Collins, who oversees the Division of Professional Regulation (DPR).

The eGovernment program also received the PTI 2013 Web 2.0 Award for a system that publishes the lobbyist and public officer information, lobbying activity associated with specific legisla-tion, lobbyists’ client lists, and quarterly reports. Deborah J. Moreau, Counsel to the Public Integ-rity Commission, the commission that sponsored this system, said that “Delaware Interactive has responded well to our needs and we are excited to continue our relationship with them to promote greater transparency in government for the general public.”

Awards Executive Summary| continued from page 1 |

One major milestone for Delaware’s eGovernment program was the go-live of the Hunter Trapper Registration system we developed on behalf of the Department of Natural Resources and Environmental Control (DNREC) (see Agency Spotlight section). Launched July 1, it had processed more than 22,500 licenses and registrations by the end of 2013. It serves as the bridgehead for additional services working with DNREC on behalf of citizens and tourists seeking recreational services and the business community, which works closely with DNREC.

DI successfully pursued educating agencies, legislators, and public officials about the unique NIC model and its benefits through outreach and marketing activities, supporting agency associations, philanthropic endeavors, and garnering national and international recognition for our award-winning applications (see Awards section).

Looking forward to year three, we are already hard at work on exciting and novel services like restaurant inspections on behalf of the Department of Health and Social Services, making inspection data available to citizens and businesses online and via mobile apps; for the Division of Professional Regulation’s professional license first-time (original) applications, supported by a “wizard” approach guiding the applicant through the complex application process; and last but not least, cross-agency business licensing through various electronic channels in collaboration with the Office of the Governor and the Department of State in support of Governor Markell’s goal of doing business easier in Delaware. Exciting times lie ahead not only for the DI team but for the state of Delaware, and we are thrilled and honored to contribute to Delaware’s eGovernment success story. n

Page 3: Delaware Interactive Report 2013

DElAWArE INTErACTIVE rEPOrT 2013 | 3

Featured ServicesEvent Registration

Event registration was successfully implemented in Delaware to provide online conference registration for the DNREC Division of Watershed Stewardship and the Office of Highway Safety. The application has also provided ongoing registration for defensive driving classes offered through the Office of Management and Budget (OMB) in partnership with the Delaware Safety Council (DSC).

Under a subscription fee model, participating agencies benefit from hands-on support by DI staff, which entails config-uring events based on customer requirements, setting up and managing the fund flow, and manning the service desk handling customer service calls pertaining to registration and payment.

Veterans DonationsTwo veteran donation applications were launched this year,

one for the Delaware Commission of Veterans Affairs (DCVA) and the other for the Delaware Veterans Home (DVH), the latter also featuring a component for the nonprofit organiza-tion, Friends of the Delaware Veterans Home. Both agencies

are committed to assisting veterans and their family members; offering online dona-tions is expected to drive an increasingly online audience to contribute to the cause.

Each donation service is branded to reflect the individual organization and sports functionality tailored to business processes, funds, and initiatives specific to the agencies. The mobile-friendly applications allow donors to designate their donations for different funds and initia-tives as well as donate in honor of, or in memory of, a specific individual or cause.

The DCVA instance of the application was released in conjunc-tion with the celebration of Veterans Day, Nov. 11, while the DVH launched its application Dec. 7 to coincide with the anniversary of the dedication of the Delaware Veterans Home nursing facility in Milford, Del., and Pearl Harbor Day.

HTR was designed to work on regular PCs with large screens as well as on mobile devices; the latter results in greater conve-nience for Delaware hunters and trappers in the field. With HTR, hunters and trap-pers can obtain required registration and

license numbers, register deer harvests, obtain snow goose permits, report snow goose harvests, and retrieve lost regis-tration and permit numbers in one easy-to-use system.

DI and DNREC successfully met two related challenges with HTR: Delaware is home to a large Amish population who do not choose to use smartphones or computers to interact with government. Therefore, DNREC must legally offer this demographic the opportunity to call in their harvest information; non-Amish hunters and trappers used this option too, eschewing the previously existing, outmoded online option. Prior to the deployment of HTR, DNREC was saddled with a computer-based Interactive Voice Response (IVR) system, which had proven

unpopular with end users and regularly compromised data integrity. With Call Experts, DI brought in an NIC Alliance Partner, provisioning a call center service, which has markedly improved the user experience while also solving data issues with call center agents using the same electronic service a user would online. n

Agency Spotlight| continued from page 1 |

Page 4: Delaware Interactive Report 2013

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Message From the General ManagerIt’s All About Community

n Delaware Interactive’s driven, fast-paced environment, we have to occasionally take a moment

to remind us why we do what we do – and especially for whom. Being “on the ground” now for a second year in Dover, the capital of Delaware, the DI team has had the opportu-nity to serve the community we are proud to be part of in a variety of ways.

Along with our partner, the Government Information Center (GIC), we again hosted a booth at the State Fair; for the first time, the booth was dedicated to the eGovern-ment initiative; not only did we show fairgoers what Delaware.gov has to offer, but we also got to know Delawareans from all walks of life, learning how they (want to) interact with their government and how online services could make that interaction easier and more meaningful.

In support of the Department of Natural Resources and Environmental Control (DNREC), which is charged with safe-guarding the state’s natural environment and

resources that each year draw visitors from near and far (our team members included!) to Delaware’s shores and parkland, we repre-sented DNREC at the Association of Fish and Wildlife Agencies (AFWA) conference in Portland, Ore., exchanging ideas with other participating states about how best to use eGovernment to provide safety and conve-nience to Delawareans today and future generations seeking to enjoy Delaware’s natural beauty.

To make the business community aware of the ongoing eGovernment initiative and its benefits, we joined our partner, the Delaware Division of Motor Vehicles, which hosted the Region 1 Conference of the American Association of Motor Vehicle Administrators, in Dover, Del. Delaware Interactive also is now an active supporting member of the Delaware Chamber of Commerce, the Delaware Automobile and Truck Dealers’ Association (DATDA), and the Delaware BioScience Association, which supports women in science and technology.

Closer to home, we were proud to work with the Delaware Concerns of Police Survivors (C.O.P.S.) chapter in support of their annual “Wall To Wall Memorial Ride.” Motorcyclists, including Harry Herington, the CEO of our parent company, NIC, rode from the Fallen Officer Memorial in Dover, Del., to the National Memorial in D.C. In the run-up to the holidays, the DI team organized a food, toy, shoe, and clothes drive to help those in need here in Dela-ware. The team has a strong desire to give back to the community that has been so hospitable and welcoming to Delaware Interactive.

My team and I would like to take this opportunity to thank our partner, the state of Delaware, and especially our fellow Dela-wareans we are here to serve, for a successful second year. We are looking forward to launching year three, which promises more of what we do best: delivering relevant and innovative services to the community in which we live and work.

Christiane Reinhold

I