Nic 2012 statereport_tennessee


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Nic 2012 statereport_tennessee

  1. 1. TENNESSEE REPORT 2012INSIDENIC Turns 20...................... 2The New Norm................... 5The Benefitsof Partnership.................... 6Blazing Awards andNew Trails Recognition for ASSETS 2012 I was an exciting year for expanding t’s exciting to see our agency partners praised in the media and to see projects eGovernment within Tennessee. The receive national awards recognition. No project generated more buzz this yearstate was one of only eight states receiving an A than the Department of Safety & Homeland Security’s ASSETS (automatic self-grade in the biannual Digital States Survey, which service electronic terminals) project. In an effort to ease wait times, the departmentexamines state governments in their use of digital installed 72 iPad kiosks in 26 driver service centers to allow visitors to completetechnologies to better serve their constituents. license renewals, order duplicates, pay reinstatement fees, and change their address, NIC partnered with several state agencies to without waiting on an examiner.roll out many exciting new services, including “Reducing the wait time at driver service centers is one of our top priorities. TheTDOT’s new SmartWay mobile applications for self-service iPad stations are helping to reduce the number of customers waiting foriOS and Android, Handgun Permit System with service from examiners and reducing the overall wait time for all customers,” saidthe Department of Safety & Homeland Security, Commissioner Bill Gibbons.and Notify, a Web-based notification tool spon- Visitors to service centers were waiting an average of 34 minutes for face-to-face trans-sored by the governor’s office. actions when 45-50 percent were seeking renewals or replacement, most of which could Usage of key applications within the state’s be handled electronically. Service centers have offered PC-based self-service for severalePortal ( also increased during 2012. The years but usage was low. The PCs were commonly tucked in a corner and the agingnumber of people renewing their driver license computers were frequently turned off waiting for service. Rather than replacing the PCs,online grew by 12 percent and the number of the department recognized an opportunity to revamp the entire self-service option.businesses filing their Sales & Use Taxes online Success with the new initiative required high visibility within the center, angrew by 7 percent. More than $5B flowed inviting display, and a highly intuitive interface that is quick and easy to use bythrough the ePortal in 2012! n | continued on page 2 |
  2. 2. Awards and NIC Turns 20 Recognition for ASSETS F or the past 20 years, NIC has defined | continued from page 1 | the eGovernment industry by citizens with minimal exposure to mobile tablets. After detailed analysis, a decision building online services that deliver excep- was made to use iPads secured within freestanding kiosk pedestals. Use of an iPad tional value to more than 3,000 federal, eliminated bulky monitors and keyboards and allows the stands to be prominently state, and local government agencies. What positioned for maximum usage. The department was able to leverage code and Web began as a modest enterprise led by a small services developed for the older PC-based applications, which limited development team of entrepreneurs serving the state of time and allowed the team to focus on producing a native application and interface Kansas has grown steadily each year. NIC specifically designed for an iPad. now develops eServices and manages the official websites for 28 states and employs more than 700 people across the country. Through transaction-based self-funded and other flexible funding solutions, NIC is able to offer and deliver Web- based services at no cost to government. Since the needs of our state partners keep evolving, NIC continues to develop innovative funding approaches to meet the requirements of the governments we serve. To help governments improve efficiencies, reduce costs, and ultimately enhance delivery of services, NIC creates custom marketing initiatives to increase business and citizen awareness and drive adoption of both online and mobile services. Each year, NIC’s client partners ASSETS In Action are recognized for offering the nation’s best eGovernment solutions. In 2012 alone, The results have been astounding. Service centers have seen a 40+ percent NIC partners received 105 total awards increase in visitors electing to complete their transaction electronically, equating across 33 different award categories. to more than 43,000 additional self-service transactions. Face-to-face transactions As the nation’s largest provider of take 11 minutes on average, and therefore, the Department of Safety & Homeland specialized eGovernment services, NIC Security will avoid around 8,000 staff hours annually. Local and national media has a unique perspective on what makes outlets have produced several stories highlighting the innovation in a venue not online government successful and how known for pushing the envelope. National technology groups have also taken today’s public officials are deploying notice as the project won a Digital Government Achievement Award presented technology to meet business needs. NIC’s by the Center for Digital Government and was a finalist in the annual NASCIO success is built on driving innovation and Recognition Awards. Finally, the ASSETS project helped Tennessee earn the delivering results to its partners. As NIC top spot in the Transportation Category of the Center for Digital Government’s continues to grow, emerging technologies Digital States Survey. such as mobile, location-based services, Helping our agency partners earn the national recognition they deserve is and augmented reality will play a bigger always a goal. However, NIC’s top priority for initiatives like the ASSETS project role in the future. is simple: deliver a solution that helps our agency partner save time and money while providing citizens better service. Accomplish this and everyone wins! n2 | TENNESSEE REPORT 2012
  3. 3. A Cybersecurity Breach Could Cost States a Lot More Than Credibility E veryone talks about cybercrime The investment to keep security card industry (PCI) compliance. Yet, even and the need for heightened measures current and valuable data with most of the risk outsourced, partners security measures for state safe is relatively small when compared still need to be aware that 100 percent of enterprises. In fact, 81 percent of state to the potential costs of a major breach. the risk cannot be outsourced. officials surveyed said cybersecurity is Consumer confidence can plummet, How secure are your applications and the most important challenge they face. reputations can be damaged beyond data? Do you know which compliance The question is, are states doing enough repair, legal action can drain resources issues are NIC’s responsibility and which to protect their sensitive information and the negative effects can ripple far and are the state’s? We can put you in touch when cybercriminals and hacktivists are wide, even entangling elected officials as with NIC’s Corporate Security Team for a on the increase in numbers and sophis- high up as a governor in one state. presentation on compliance and security. tication? Unfortunately, the wealth of NIC’s corporate and local security teams With states currently targeted by liter- personally identifiable information (PII) continuously monitor online applications ally millions of security threats every and sensitive business data make states and systems to detect vulnerabilities, and week, heightened vigilance is of imme- attractive targets. adhere to the highest levels of payment diate and critical importance.Utah Study Documents Huge Agency SavingsT he University of Utah’s Center for Public Policy & Administration recently completed a detailed study analyzing the economicsof online services in Utah. The study reviewed how government is Technology usage continues to accelerate and governments at all levels are finding more reasons to provide services online. In addition to cost savings, the potential benefits of eGovernmentfollowing in the business sector’s footprints to leverage technology to services are extensive and include time savings, ease of use,change how it interacts with its customers and improve its ability to increased data accuracy, and convenience of accessing servicesserve. (now was launched in 1999, andsince then the state has rolled out more than 1,000 onlineservices to meet the demand of both citizens and businesses. While there are a number of potential benefits of onlineservices to consumers, businesses, and government, thereport provided a detailed analysis of the financial benefitsrealized specifically through cost avoidance. The keybenefits predominantly appear in the costs avoided forstaff as well as numerous variable and fixed costs. Thestudy defined cost avoidance as the cumulative differencebetween the cost of providing a service online and the costof providing the service in person, by phone, or by mail. Thestudy utilized data from a five-year period from FY 2007 toFY 2011 and found the average cost per transaction for anonline service was $3.91. The average cost to provide thesame service offline was $17.11. Utilizing a cost differential of $13.20 from any location 24/7. The Utah study is further proof that theper transaction, the study concluded that by moving key services main question surrounding your next eGovernment initiative isn’tonline, Utah avoided up to $45,911,391 in costs over a five-year period. why should we do this, it’s when can we get started. n TENNESSEE REPORT 2012 | 3
  4. 4. Partners Since 2000 Key ePortal Agency Transactions Alcoholic Beverage Commission 289,014 Department of Human Services 9,264,834 Administrative Office of the Courts 6,558,306 Department of Revenue 5,182,820 Department of Commerce & Insurance 288,437 Department of Safety & Homeland Security 23,857,408 Department of Correction 27,549,180 Tennessee Bureau of Investigation 2,573,335 Department of Health 473,702 Tennessee Treasury Department 39,326,202 Applications Alcohol Beverage Commission Licensing Vehicle Title and Registration ARRA Submission Local Government Investment Pool Agency Moving Violation Record Lookup Local Government Moving Violation Records Batch Business Tax Filings Tennessee Maps Business Tax for County Clerks County Maps Business Registration Meth Offender Registry Database Business Tax Filings Modular Building Unit Plan Submittal Batch Moving Violation Record Requests Newsroom Blog Driver License Address Change Notify Commerce and Insurance Licensing Parks Reservations Commerce and Insurance Payments Tennessee Photos Case Management and Utilization Review Public Meeting Notice Conflict of Interest Filing Postsecondary School Authorization Filings Facility Licensing Inspection Professional Privilege Tax Filings Resource Parent Verification Prevailing Wage Survey Resource Parent Training Video Gallery Driver License Reinstatement Driver License Driving Test Appointments Sales Tax Filings Driver License Practice Tests Streamlined Sales Tax Driver License Renewals Survey Generator Driver License Duplicate Request Online Tax Payments EAV Payment Submissions Child Support Enforcement EDI Submissions TDOT SmartWay Mobile Applications Educator Licensing & Renewals Campaign Finance Filing and Search Personal Income Tax Filing Criminal Justice Portal Events Registration Architects’ and Engineers’ Plans Submittal Franchise and Excise Tax Filings Tennessee Bill Tracking Felony Offender Lookup Online Payment Engine Handgun Carry Permit Filing Watchable Wildlife Endowment Fund Health Licensing Renewals Unclaimed Property Search Lobbyist Registration Consumer Use Tax Filing Lobbyist Search Underground Storage Tank Operator Training Moving Violation Records Lookup Volunteer Services Application Income E-File Vendor Filing Workforce Investment Act Information4 | TENNESSEE REPORT 2012
  5. 5. The New Norm NIC continues to see growth in government use of online services, and appreciates government’s desire to create and deploy solutions that meet end-user requirements in a rapid and effi- cient manor. Simultaneously, there is a movement brought about by the widespread use and proliferation of mobile devices known as consumer- ization. The impact of consumerization within government is pushing a change in the mobility needs and expectations of the public, and NIC is not only helping our partners respond to this new norm, it’s helping our partners take advantage of it. NIC operates more than 30 official portals, and our employees constantly challenge and push their peers to find new ways to deliver value from technology. These efforts produce a breadth of solutions that include but are not limited to mobile inspection, asset and workflow, payment, and location-based applications. Dept. of Children Services Inspection Application Dept. of Transportation SmartWay Mobile Application Dept. of Environment & Conservation Inspection ApplicationNew Funding Option In Tennessee T ennessee leaders approved a new funding mechanism in 2012 mobile application. Users pay a modest fee on top of existing statutory that should open the door in 2013 for agencies to develop payments when they opt to use the online version, and these feeshigh-value online services at no cost to the agency. Referred to as cover the cost of developing, managing, and marketing the service.“Customer Options” in Tennessee, NIC pioneered the self-funding Customer Option funding provides a new alternative for agenciesmodel currently being used extensively in other NIC states. Here’s with tight budgets and allows for cost-saving services to be devel-how it works: In addition to the traditional methods of delivering oped without tax appropriations. Studies show users are more thana service in person, over the phone, or via mail, agencies provide willing to pay for convenience and real-time service, and Customerconstituents an option to conduct business through an online or Option funding delivers the win-win solution. n TENNESSEE REPORT 2012 | 5
  6. 6. Maximizing Value The Benefits Through Methodology of Partnership T he software development process is a complex venture that often produces O ver the past year, NIC had our first applications with a checklist of features but fails to generate maximum value. opportunity to work intimately with Many projects deliver applications that include functionality that took a the Tennessee Highway Patrol (THP). Prior to long time to 2012, collaboration between NIC and the Dept. develop yet of Safety & Homeland Security was almost was never used. exclusively within the Driver Services Divi- Recognizing sion. This new exposure and interaction with the common an additional division allowed NIC to cultivate shortcomings new and deeper relations and gain further of traditional knowledge and appreciation for the needs of software the department as a whole. This insight led to development new innovations including the S-Endorsement methods, Pupil Transport Training Application. NIC made the This unique, creative solution combines decision to both online and tablet technologies to displace utilize a more a manual and error-laden paper process. agile software The new system streamlines the collection development of bus driver certification test data as well as process. Agile access to driver certification status. As this development, in-service training is critical to bus driver great for projects certification, and ultimately child well-being, with evolving accuracy and timeliness are all too impor- functional and technical needs, utilizes an iterative process of continuous planning tant. Lt. Ray Robinson, a veteran of THP and and feedback to help team members focus on the rapid delivery of true business value. product owner of this new solution, couldn’t Stepping into new territory, NIC used agile processes to deliver several applica- agree more, suggesting, “The Pupil Transport tions, including the Pupil Transport Training Application for the Tennessee Highway application is a top accomplishment of my Patrol (THP). The agency desired an application that would facilitate State Trooper 20-plus-year career with the department.” management of bus driver training and certification for 134 school districts across Results and reactions like this excite and moti- Tennessee. Requirements and features were defined and prioritized by the agency vate NIC and lead us to believe we’re adding in short development iterations throughout the project. This incremental approach value and solidifying our role as a valued and allowed for flexibility in requirements and ensured the NIC team was only working on trusted partner in the eyes of our clients. features that provided the most business value. The use of weekly standup meetings No doubt, NIC seeks to cultivate a lasting and agency review of the application every two weeks fostered direct communication relationship with Lt. Robinson’s team and among all team members, increased adaptability, and provided application visibility build on this success. We also plan to use this not usually available until user acceptance testing. The results and experience were as another stepping-stone to becoming an even very positive and the customer described the application as “awesome.” better partner to the Department of Safety & NIC has delivered online services to Tennessee since 2000, and we appreciate the Homeland Security. As an adviser and liaison difficulty and importance of producing applications that add real value to agencies between divisions, we hope to work as a team to and end users. To remain a trusted partner for the next 12 years, we know we must positively influence and bring forward leading- continually evaluate how we work and strive to incorporate new ideas that will take edge eGovernment solutions yet to be imagined. our services to the next level. This continuous evolution will help our partners exceed typical project results and position them for long-term success. n6 | TENNESSEE REPORT 2012
  7. 7. Embracing and Preparing E xperts have been screaming that content formatted for a mobile device have Android, iPhone, iPad, and Windows Phone technology is changing at an surpassed critical mass and are mainstream as applications. In addition to native mobile unprecedented speed for the past more phones and tablets are sold than note- apps, we use HTML5 or “responsive design”decade. While the message is old, the reality books and desktop PCs. Mobile Internet traffic to write one set of code that automaticallyof the situation is that it’s true. The speed of is on pace to overtake desktop traffic in the detects what type of device is being used,change and the adoption of new tools are near future (as soon as 2014 in Europe) and be it desktop, laptop, smartphone, or tablet.accelerating and have been for years. Take the percentage of transactions completed on a Responsive design not only automaticallyApple products as an example. When iPods mobile device is growing rapidly. detects the device but scales the design andwere introduced they changed the media BYOD (bring your own device), consumer- formats content accordingly. This approachindustry and were sold at an unprecedented ization, MDM (mobile device management); not only provides convenience to those usingpace. Next came the iPhone, which sold expo- these are terms and concepts that were only the service, but is also efficient for governmentnentially faster than the iPod and completely on the back pages of technology publications a partners as one set of code is written and main-disrupted the cellphone and smartphone few years ago and now they’re on top priority tained. NIC suggests a “mobile-first” strategymarkets. Just when the experts thought they lists and being discussed in boardrooms every- and believes that today’s evolving technologyhad seen it all, along came the iPad, which sold where. What do these concepts mean to you requires all online services to be developedthree times faster than the iPhone and became and your agency? Are they threats? Are they with a mobile consideration.the fastest-adopted electronic device in history. opportunities? Many agencies are stuck in the Mobile applications and content areNIC has been riding the wave of change and starting block and simply don’t know where empowering for end users whether they areremaining on the forefront by reviewing, or how to get started. Agencies are commonly citizens, businesses, or employees. Mobiletesting, and developing for new technolo- paralyzed by fears of making mistakes and applications are context-rich apps that helpgies to ensure our partners have access to inadequate information. NIC has developed users make decisions, answer questions,innovations than can help them operate more more official government mobile applications and act immediately in their moments ofefficiently and better serve their constituents. than anyone else in the United States, and we need no matter where they are. Making the The proliferation of mobile devices such can help you map out a strategy to meet new appropriate choices for tackling mobile needsas tablets, and the widespread use of smart- mobile expectations, take advantage of the requires a plan, and whether you’re justphones, has changed how people interact latest technologies, and ensure you don’t open starting or trying to take your initiatives towith each other and has created a new set your agency to new risks. the next level, NIC can provide insight andof expectations for interaction with govern- NIC has launched more than 100 government resources to help you embrace and preparement. Mobile computing and the demand for mobile applications and we’ve developed for mobility. nEmployee HighlightDeb KilpatrickO ur employee highlight features Deb Kilpatrick, Director of Quality Assurance and Customer Support. Deb’s title is probably the longestin the company yet it still doesn’t reflect everything she does for the email or phone call praising Deb’s efforts and willingness to go the extra, our agencies, and the end users of services. Deb’s rise and “Ms. Kilpatrick, thank youher efforts reflect what NIC strives to offer as an employer and a partner. for your kind and conscien- Deb began her career with NIC as a customer service representative tious reply. I appreciate yourin March of 2006. Her seemingly boundless energy and drive to helpful spirit and wish youhelp those in need, combined with her ability to remain positive and all the very best, personally Deb Kilpatrick pictured on rightpatient, led to increasing responsibilities and ultimately a manage- and professionally.”ment position. Hardly a week goes by in which we don’t receive an – Ruth Wassynger (Driver License Renewal Customer) n TENNESSEE REPORT 2012 | 7
  8. 8. NIC, Tennessee Information Division330 Commerce Street, Suite 100Nashville, TN 37201615-313-0300© 2013 The Tennessee Team Nashville Oyster Urban Adventure Race – October 2012