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Utah interactive Report 2014
Innovations in Exams
and Certifications........................... 2
Mobile – It’s Reality....................... 2
Security Incident Response:
Don’t Rush the Notification Timeline.......3
| continued on page 2 |
Utah.gov:
16 Awards in 2014
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 govern-
ment. Utah Interactive collaborates with state
agencies to create and develop online solutions
that receive acknowledgment.
Utah.gov has effectively created a strategy to
integrate innovative solutions, execute in delivering
quality services, and build a search-centric design
for a more immersive and relevant user experience.
Utah.gov continues to provide increased function-
ality resulting in government savings, increased
agency efficiency, and ultimately user satisfaction.
New updates for Utah.gov focused on imple-
menting innovations deeper into the website
and providing better information for visitors.
We enhanced Master Data Index and search,
and targeted geo-location information for visitor
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
services to meet the demand of both citizens and businesses. Today, Utah.gov offers
more than 1,000 online award-winning services.
Providing Financial Benefits
The University of Utah’s Center For Public Policy & Administration (CPPA) conducted
a study to determine the financial benefits of eGovernment. The study utilized data from
the state’s 25 services with the highest transaction totals over a five-year period. While
there are a number of potential benefits of online services, the CPPA report provided an
analysis and evaluation of the financial benefit realized in a specific form – cost avoidance.
Yielding Financial Results
The benefits primarily occur in the costs avoided by agencies as well as a cost savings
per transaction conducted online. Simply put, cost avoidance is the cumulative differ-
ence between the costs of providing a service online and the costs of providing the
Nine Online Services
Saved Utah $46 Million
U
UtahInteractive
Connecting You to
Online Govenment
| continued on page 4 |
2 | Utah interactive Report 2014
Innovations in
Exams and
Certifications
ne of the most exciting innova-
tions currently available to the
state of Utah is the new Exam
Center application. Utah Interactive, in
partnership with Utah.gov, has devel-
oped a novel solution for providing,
distributing, and verifying exams and
certifications in the state.
The new Exam Center application is a
robust and flexible tool for administering
online compliance programs and certifica-
tions. Below are some of the features of
Exam Center:
• Build custom exams
• Unlimited exams
• Randomize questions
• Use images in questions
• Control length of time for each ques-
tion and exam
• Allow test takers to pay online
• Create multiple administrator accounts
• Track exam results in the administrator
dashboard
Exam Center allows you to save time,
money, and your patience while you
administer exams across the state. Utah
Interactive can help your agency develop a
custom solution for your agency.
Use the Exam Center to collaborate with
certification experts on content, and then
to manage content throughout the exam
development cycle. Exam Center integrates
the functionality for developing tests
within a suite of highly secure Web-based
tools. The system allows for remote collab-
oration to reduce the development costs of
your examination. It is also configurable,
to maximize cost savings while increasing
productivity and exam integrity.
same service offline (in person, at a govern-
ment office, by phone, or by mail). The
CPPA’s analysis indicates that Utah has
avoided significant expenses by providing
services in an online format. Twenty-five
of the top services provided by the state
were analyzed in the study. Data from
nine services provided by Utah Interactive
formed the core of the savings generated.
These nine services alone produced a cost
avoidance of millions – $46 million over a
five-year period based on nine out of the 25
online services in the study.
In general, the cost for providing the
services in an online format is less for the
agency than providing the services offline.
Using a cost comparison between online
and offline, the average cost per transaction
for agencies to provide the service online is
$3.91; to provide the same services offline,
the average cost is $17.11 – a difference of
$13.20 per transaction.
Utah Interactive currently works with 65
state agencies, 16 localities, and four political
subdivisions using a self-funded model to fund
the creation of online services. The estimated
costs for providing online services under
the self-funded model are approximately $15
million. Utah Interactive alone processes more
than 32 million transactions a year. These are
costs that the state of Utah would have likely
spent to deliver a comparable in-house portal
solution, but has avoided because it uses Utah
Interactive’s services and a self-funded solu-
tion. This self-funded cost avoidance noted
above provided an estimated combined
avoidance of $61 million. n
| continued from page 1 |
Nine Online Services Saved Utah $46 Million
Mobile – It’s Reality
Benjamin 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 Amer-
ican 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
means many users interact online entirely on their mobile phone.
As more online transactions occur on mobile devices it is vitally
important for government agencies to be able to complete simple
and frequent transactions on mobile platforms. Today’s online user
experience is in a state of constant change. Users now access the
Internet anytime, from any location.
Citizens are making payments from mobile platforms and want
to complete government transactions that are simple, safe, and
secure. They are registering to vote, filing permits, and completing
certifications and exams on their mobile devices.
Recently Utah.gov has developed two mobile services that demon-
strate how agencies can utilize mobile devices to serve customers.
O
| continued on page 4 |
Utah interactive Report 2014 | 3
ne of the primary concerns when
dealing with a security breach is
notification to appropriate impacted
parties. And, as security breaches and compro-
mised personal information have become
nearly a constant in news headlines, there are
an increasing number of laws and regulations
related to notification in the event of a security
breach. In fact, 19 states either introduced or
considered security breach legislation in 2014.
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 secu-
rity 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 Industry’s 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
executing on a thorough 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 communica-
tion 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: Don’t 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.”
O
© 2015 Trozzolo.com
136 East, South Temple, Suite 1150
Salt Lake City, UT 84111
(801) 983-8428
Utah.gov
relevance. Utah.gov continues to fine-tune the effectiveness of the website using the best principles
of design thinking. With the desire to make the large number of secondary pages more indepen-
dent, more useful, and act as standalone Web pages, updates focused on providing engaging,
visual content on these pages.
Recent updates included:
• Infographics were added to help citizens visually understand content and government priorities.
• Many additional maps were added to contextualize the vast data repository of geolocated data
in the MDI.
• A vertical design layout was utilized for a mobile-first responsive design.
These innovations help Utah.gov win the following awards:
Best of State Utah.gov
Winner Best
Web-Based Community
Utah Innovation Award Bill Watch/HFLO Honorable Mention
IAC Awards Taxpayer Receipt from Utah.gov Banner Won Best Government Online Ad
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
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.
Case Study: Mobile Hunting and
Fishing Licenses Online
Utah Interactive worked with the Utah Divi-
sion of Wildlife Resources (DWR) to create the
official mobile hunting and fishing application.
This iPhone and Android application provides
outdoorsman 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
the outdoor adventures available in the state.
They surveyed the current technology and
looked for ways to provide a leading-edge
solution. They wanted it to help individuals
and families easily get into the outdoors and
be useful in remote areas where there may
not be mobile service.
Although Utah Interactive has made
incredible advancements in providing useful
mobile solutions, there is an even bigger
opportunity to create new mobile services
for state employees and citizens. Adoption
of mobile technology is a rapidly growing
solution for automating specific tasks and
increasing productivity. n
Utah.gov: 16 Awards in 2014
| continued from page 1 |
Mobile – It’s Reality
| continued from page 2 |
UtahInteractive
Connecting You to
Online Govenment

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Utah Interactive 2014 Report

  • 1. INSIDE Utah interactive Report 2014 Innovations in Exams and Certifications........................... 2 Mobile – It’s Reality....................... 2 Security Incident Response: Don’t Rush the Notification Timeline.......3 | continued on page 2 | Utah.gov: 16 Awards in 2014 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 govern- ment. Utah Interactive collaborates with state agencies to create and develop online solutions that receive acknowledgment. Utah.gov has effectively created a strategy to integrate innovative solutions, execute in delivering quality services, and build a search-centric design for a more immersive and relevant user experience. Utah.gov continues to provide increased function- ality resulting in government savings, increased agency efficiency, and ultimately user satisfaction. New updates for Utah.gov focused on imple- menting innovations deeper into the website and providing better information for visitors. We enhanced Master Data Index and search, and targeted geo-location information for visitor 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 services to meet the demand of both citizens and businesses. Today, Utah.gov offers more than 1,000 online award-winning services. Providing Financial Benefits The University of Utah’s Center For Public Policy & Administration (CPPA) conducted a study to determine the financial benefits of eGovernment. The study utilized data from the state’s 25 services with the highest transaction totals over a five-year period. While there are a number of potential benefits of online services, the CPPA report provided an analysis and evaluation of the financial benefit realized in a specific form – cost avoidance. Yielding Financial Results The benefits primarily occur in the costs avoided by agencies as well as a cost savings per transaction conducted online. Simply put, cost avoidance is the cumulative differ- ence between the costs of providing a service online and the costs of providing the Nine Online Services Saved Utah $46 Million U UtahInteractive Connecting You to Online Govenment | continued on page 4 |
  • 2. 2 | Utah interactive Report 2014 Innovations in Exams and Certifications ne of the most exciting innova- tions currently available to the state of Utah is the new Exam Center application. Utah Interactive, in partnership with Utah.gov, has devel- oped a novel solution for providing, distributing, and verifying exams and certifications in the state. The new Exam Center application is a robust and flexible tool for administering online compliance programs and certifica- tions. Below are some of the features of Exam Center: • Build custom exams • Unlimited exams • Randomize questions • Use images in questions • Control length of time for each ques- tion and exam • Allow test takers to pay online • Create multiple administrator accounts • Track exam results in the administrator dashboard Exam Center allows you to save time, money, and your patience while you administer exams across the state. Utah Interactive can help your agency develop a custom solution for your agency. Use the Exam Center to collaborate with certification experts on content, and then to manage content throughout the exam development cycle. Exam Center integrates the functionality for developing tests within a suite of highly secure Web-based tools. The system allows for remote collab- oration to reduce the development costs of your examination. It is also configurable, to maximize cost savings while increasing productivity and exam integrity. same service offline (in person, at a govern- ment office, by phone, or by mail). The CPPA’s analysis indicates that Utah has avoided significant expenses by providing services in an online format. Twenty-five of the top services provided by the state were analyzed in the study. Data from nine services provided by Utah Interactive formed the core of the savings generated. These nine services alone produced a cost avoidance of millions – $46 million over a five-year period based on nine out of the 25 online services in the study. In general, the cost for providing the services in an online format is less for the agency than providing the services offline. Using a cost comparison between online and offline, the average cost per transaction for agencies to provide the service online is $3.91; to provide the same services offline, the average cost is $17.11 – a difference of $13.20 per transaction. Utah Interactive currently works with 65 state agencies, 16 localities, and four political subdivisions using a self-funded model to fund the creation of online services. The estimated costs for providing online services under the self-funded model are approximately $15 million. Utah Interactive alone processes more than 32 million transactions a year. These are costs that the state of Utah would have likely spent to deliver a comparable in-house portal solution, but has avoided because it uses Utah Interactive’s services and a self-funded solu- tion. This self-funded cost avoidance noted above provided an estimated combined avoidance of $61 million. n | continued from page 1 | Nine Online Services Saved Utah $46 Million Mobile – It’s Reality Benjamin 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 Amer- ican 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 means many users interact online entirely on their mobile phone. As more online transactions occur on mobile devices it is vitally important for government agencies to be able to complete simple and frequent transactions on mobile platforms. Today’s online user experience is in a state of constant change. Users now access the Internet anytime, from any location. Citizens are making payments from mobile platforms and want to complete government transactions that are simple, safe, and secure. They are registering to vote, filing permits, and completing certifications and exams on their mobile devices. Recently Utah.gov has developed two mobile services that demon- strate how agencies can utilize mobile devices to serve customers. O | continued on page 4 |
  • 3. Utah interactive Report 2014 | 3 ne of the primary concerns when dealing with a security breach is notification to appropriate impacted parties. And, as security breaches and compro- mised personal information have become nearly a constant in news headlines, there are an increasing number of laws and regulations related to notification in the event of a security breach. In fact, 19 states either introduced or considered security breach legislation in 2014. 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 secu- rity 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 Industry’s 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 executing on a thorough 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 communica- tion 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: Don’t 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.” O
  • 4. © 2015 Trozzolo.com 136 East, South Temple, Suite 1150 Salt Lake City, UT 84111 (801) 983-8428 Utah.gov relevance. Utah.gov continues to fine-tune the effectiveness of the website using the best principles of design thinking. With the desire to make the large number of secondary pages more indepen- dent, more useful, and act as standalone Web pages, updates focused on providing engaging, visual content on these pages. Recent updates included: • Infographics were added to help citizens visually understand content and government priorities. • Many additional maps were added to contextualize the vast data repository of geolocated data in the MDI. • A vertical design layout was utilized for a mobile-first responsive design. These innovations help Utah.gov win the following awards: Best of State Utah.gov Winner Best Web-Based Community Utah Innovation Award Bill Watch/HFLO Honorable Mention IAC Awards Taxpayer Receipt from Utah.gov Banner Won Best Government Online Ad 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 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. Case Study: Mobile Hunting and Fishing Licenses Online Utah Interactive worked with the Utah Divi- sion of Wildlife Resources (DWR) to create the official mobile hunting and fishing application. This iPhone and Android application provides outdoorsman 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 the outdoor adventures available in the state. They surveyed the current technology and looked for ways to provide a leading-edge solution. They wanted it to help individuals and families easily get into the outdoors and be useful in remote areas where there may not be mobile service. Although Utah Interactive has made incredible advancements in providing useful mobile solutions, there is an even bigger opportunity to create new mobile services for state employees and citizens. Adoption of mobile technology is a rapidly growing solution for automating specific tasks and increasing productivity. n Utah.gov: 16 Awards in 2014 | continued from page 1 | Mobile – It’s Reality | continued from page 2 | UtahInteractive Connecting You to Online Govenment