E-Government: How Technology Can Improve Government Effectiveness June 12, 2012

Jason Snyder

Chief Technology Officer

Commonwealth of Massachusetts

Technology Trends

• Key technology transitions in the last three decades – 1950s – 1960s:

• Narrowly focused, transaction processing

• batch data entry

• Centralized ‘Mainframe’ computers

– 1970s – 1980s:

• Distributed, ‘Departmental’ transaction processing

• Interactive terminal access via wired connections

• Distributed ‘Mini’ computers

– 1990s – 2000s:

• Intranet and Internet-based information access

• Web browser and ‘personal computer’-based access

• Distributed ‘Web’ servers

– 2000s – 2010s:

• Internet-based information and transaction ‘self-service’

• Web browsers on desktops, laptops, mobile devices

• Extension of computing services to Mobile devices

• Consolidated and highly managed computing centers 7/2/2012 2

How We Are Enabling New Processes

• Self-service – Web sites for:

• General information • Process descriptions • Transaction processing • Support and issue resolution

– Reduced reliance on phones and paper mail process management

• Reduction of Paper Flows – E-mail notifications – Web-based reference materials – Transition through ‘opt-out’ of paper statements, bills

• On-line Transactions – Secure on-line payments – Credit Card protections (and fees)

• Workflow and Business Rules Management – Consistent processes – Validation of step completion and hand-off – Automated escalation and approval processes

• Deeper Integration Across Organizations – ‘Web Services’ used to look up and correlate information in real-time – ‘Shared Services’ used to consolidate common processes such as identity management

and document management

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Commonwealth Organizations

Commonwealth of Massachusetts (May 2012): Legislative Judiciary

Executive Administration and Finance Executive Office for Administration and Finance Appelate Tax Board Bureau of State Office Buildings Civil Service Commission Department of Revenue Developmental Disabilities Council Division of Administrative Law Appeals Division of Capital Asset Management George Fingold Library Group Insurance Commission Human Resources Division Information Technology Division Office on Disability Operational Services Division Public Employee Retirement Administration Commission Teachers' Retirement Board

Education Executive Office of Education Community Colleges Department of Early Education and Care Department of Elementary and Secondary Education Department of Higher Education State Colleges University of Massachusetts

Energy and Environmental Affairs Executive Office of Energy and Environmental Affairs Department of Agricultural Resources

Department of Conservation and Recreation Department of Energy Resources Department of Environmental Protection Department of Fish and Game Department of Public Utilities State Reclamation Board

Health and Human Services Executive Office of Health and Human Services Children, Youth, and Family Services Department of Elder Affairs Department of Veterans' Services Office of Health Services Office of Disabilities and Community Services

Housing and Economic Development Executive Office of Housing and Economic Development Consumer Affairs and Business Regulation Department of Business Development Department of Housing and Community Development Department of Telecommunications and Cable Division of Banks Division of Insurance Division of Professional Licensure Division of Standards Massachusetts Marketing Program

Labor and Workforce Development Executive Office of Labor and Workforce Development Department of Labor Department of Workforce Development

Public Safety and Security Executive Office of Public Safety and Security Criminal History Systems Board Department of Correction Department of Fire Services Department of Public Safety Department of State Police

Emergency Management Agency Merit Rating Board Military Division / Massachusetts National Guard Municipal Police Training Committee Office of the Chief Medical Examiner Parole Board Sex Offender Registry Board

Transportation and Public Works Executive Office of Transportation and Public Works Highway Division State Highway Assets DCR Parkways DCR Bridges Tobin Bridge Turnpike Mass Transit Division Massachusetts Bay Transportation Authority Regional Transit Authorities Freight and Passenger Rail Aeronautics Division Municipal Airports Registry of Motor Vehicles MassDOT Board of Directors Office of Planning and Programming MassPort Other Organizations Board of Library Commissioners Commission Against Discrimination Commission on the Status of Women Disabled Persons Protection Commission District Attorneys Inspector General Office of Campaign and Political Finance Office of the Comptroller Sheriffs State Ethics Commission

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Examples of Improved Effectiveness • Legislative

– Massachusetts Budget Application • Near real-time budget reconciliation with

House changes

• Judiciary – Jury Duty System

• Jury Duty Registration and notification

• Executive – Administration and Finance

• Executive Office for Administration and Finance

– Massachusetts Budget Application » Near real-time budget roll-up to

Agency level – Education

• State Colleges – College Student Management System

» Student Portals » On-line registration and payment

of fees – Energy and Environmental Affairs

• Department of Conservation and Recreation

– DCR Monitoring System » Remote monitoring of sensitive

resources • Department of Fish and Game

– Licensing System » On-line purchase of licenses

– Health and Human Services • Executive Office of Health and Human

Services – EIM/ESM

» On-line submission and matching of service invoices and payments

• Registry of Vital Statistics – eVitals

» Integration of Hospitals, Medical Examiners, Funeral Directors, Cities & Towns with the Commonwealth for managing Birth, Death, and Marriage information

• Children, Youth, and Family Services – JJEMS

» Location-independent access to court-order and other documentation

• Office of Health Services – Electronic Disease Surveillance System

» Disease incidence monitoring – Public Safety and Security

• Criminal History Systems Board – CORI

» On-line CORI checks instead of paper/mail processing

– Transportation and Public Works • Registry of Motor Vehicles

– Registration Renewal System » On-line renewal and payment of

vehicle registrations

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Health and Human Services Department of Youth Services

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All of DYS Brown

Case

Folder

Paper

Files

Details

Cabinet

Tabbed

Folders

E-Files - Intake, MAYSI,

Assessment Folders

E-File Details –

Specific Information about the

Clients

The JJEMS System

Client

Case

Improved Effectiveness: • Court Orders available without delays

• ‘Permission to Treat’ available

regardless of movements of Clients

between locations

• Case data always available to Case

Workers without shipping delays

• Best data available for departmental

Continuum of Care (CoC) and

emergency care

Improved Efficiency: • Case documents routinely scanned

• Laptops used for field access to case

data instead of just in offices

• All documents kept together

• Workflow management ensures

completion of steps

Health and Human Services Registry of Vital Statistics

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Improved Effectiveness: • All Birth and Death records for last

century added to electronic registry

• Consistent data validation ensures

accuracy

• Speed of communications between

external agents (Hospitals, Funeral

Directors, Medical Examiners), Cities

and Towns, and Commonwealth

government improved

• Compliance with federal and state

standards including 2003 US

Standard Certificates, Intelligence

Reform Act 2004, REAL ID Act 2005,

and Deficit Reduction Act 2006

Improved Efficiency: • Certificate reprints ‘on-demand’ at

City and Town offices

• Fully managed hosting with

redundancy for high-availablity,

business continuity, and disaster

recovery

Criminal Justice Information Services iCORI - Criminal Offender Record Information

• New iCORI Service

• The DCJIS has launched a new online criminal history request service called iCORI. This service will allow individuals and organizations to request and obtain Massachusetts criminal offender record information (CORI) over the internet. To access this new Service please click the iCORI link below. Please note you will need to register in order to use the iCORI Service

• While iCORI is an automated service and most responses to CORI requests will be returned immediately, there will be instances in which a CORI request will require manual processing. In these cases, responses will most likely be delayed.Your CORI results will appear in your CORI Results list as soon as they are processed by DCJIS staff. There will be no notification when a delayed request has been processed. You will need to keep checking your CORI Results list for responses.

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Health and Human Services Virtual Gateway Services

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Virtual Gateway is a one stop EOHHS wide web-based portal that provides access to health and human service programs to public, clients, providers and agency staffs.

450,000 registered users.

Hosts more than 30 HHS computer systems (applications).

Provides a shared platform to host the business applications with the following shared services at 1/3 of the cost: Access and Identity Management Service (AIMS) Single sign-on and end-to-end security to business applications Enterprise Service Bus (ESB) Support for internal messaging and file transfers. XML Gateway Gateway for system-to-system integration with internal and external

systems using secure web service.

HHS Interchange Managed Secure File Transfer with internal and external systems.

Electronic Document Management (EDM) Central document repository integrated with FAX and scanners to digitize

the paper documents Common Services - Virus scan, File transfer

Health and Human Services Invoice and Payment Management

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DMR

DCF

DMH

114 providers

$52.5M

22

providers

$148.1 M

207 providers

$326.2 M

50

providers

$662.9 M 35

providers

$156.6 M

47

providers

$209.9 M

388 providers

$98.1 M

Provider numbers can be added to check the total number of providers for a

department. For example, the number of DMH providers is 114 + 22 + 50 +

47= 233.

Spend figures can NOT be added together to check the total spend by a

department. Spend figures reflect the combined spend by the three

departments on the providers who are contracted by all three. Key concept:

providers are shared between departments, spend is not.

Analysis of the Largest Providers Contracted by All Three Departments ($662.9M in spending)

Numbers in Millions

Top 10 Largest Providers DMH DMR DCF Total

Vinfen Corporation $43.2 $27.3 $0.250 $70.8

The May Institute $7.6 $27.6 $1.7 $36.9

Justice Resource Institute Inc $8.1 $9.3 $17.4 $34.8

Bridgewell Inc $8.3 $22.9 $0.026 $31.3

Bay Cove Human Services Inc $16.1 $14.8 $0.065 $30.9

Advocates Incorporated $12.0 $16.1 $0.821 $29.0

Univ of Mass Medical School $17.0 $11.1 $0.240 $28.3

Eliot Community Human Services, Inc $15.0 $3.0 $8.2 $26.2

Massachusetts Mentor Inc $0.205 $4.2 $20.3 $24.8

Center for Human Development $13.9 $5.1 $5.8 $24.7

Improved Effectiveness: • Purchase of Services Invoicing

automated via Enterprise Invoice

Management system, part of Virtual

Gateway

• Technical Optimization was

accompanied by Process

Optimization through standard rate

setting and negotiation of single

contracts for common vendors

across HHS agencies

• Measurable outcomes through

reporting

• Compliance to Chapter 257

requirements

Improved Efficiency: • Submission of invoices, validation,

and payment cycles improved

• Savings through early payment

discounts

ANF – Information Technology Division MBA – Mass. Budget Application

Improved Effectiveness: • Integrate budget process for $27B,

80,000 employees, 156 agencies,

2,500 accounts

• Provide a data collection and

reporting solution to meet ARRA

federal requirements and state

transparency requirements

• Coordinate the House and Senate

budget processes

• Coordinate the Commonwealth

Captial expenditure management

processes

• Implement ARRA transparance

reporting requirements

Improved Efficiency: • All data stored in one place allowing

for incremental assessments

• Impact of budgetary adjustments

seen immediately

• Adjustment and amendment cycles

far faster than in the past

• Managed hosting for high-availability

and disaster-recovery

ANF – Information Technology Division Focus on Internal Efficiency - Consolidation

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Opportunities resulting

from consolidation

• Becoming a technology

leader by incorporating

industry leading

practices

• Building unified

information systems that

interact, improving

internal and external

services

• Increasing capabilities to

secure information,

protecting vital data and

systems

Complexity is making it difficult to maintain a high-level of security and meet service expectations

Commonwealth’s Existing IT Environment

15 Major Data

Networks

100 Phone

Systems

24 Email

Systems

183 Data

Centers

The current approach is unsustainable • Too complex

• Difficult to maintain

• Difficult to keep secure C

on

so

lid

ati

on

Current State Future State

Commonwealth of MA Government Emerging Areas of IT Evolution

• Integration of Mobile Devices

• Health Information and Insurance Exchanges

• Expanded Fiber Networks

• Expanded Voice over IP

• Expanded use of Private and Public Clouds

• Single Sign-on for Accessing Multiple Web Applications

• Broader use of MassGIS and other services

• Consolidated HR for State Employees

• Continued Process and IT links with Cities and Towns

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