Love, Death and Elevators: An undercover look at eGovernment Services in Hawaii

Love, Death and Elevators:An undercover look at

eGovernment Services in Hawaii

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Russell CastagnaroGeneral Manager - eHawaii.gov

Hawaii Information Consortium, LLC

eHawaii.gov - State Internet Portal Provider

Business Model Basics

Over the last three years we have worked closely withthe State of Hawaii to transform the way two of our

partner agencies do business.

Marriage/ Civil Unions and Vital Records with theDepartment of HealthElevator Safety with the Department of Labor andIndustrial Relations.

BaselinesBaselines

Vital RecordsVital RecordsLong, Long LinesFrustrated ParentsAttack of the 'Birthers'No accountability

Elevator PermittingElevator PermittingSafety of ElevatorsCard-based SystemReporting

http://hilo.hawaiitribune-herald.com/sections/news/local-news/are-hawaiis-elevators-safe.html

MarriageMarriageCompletely paper basedUnpleasantSlowFrighteningChanging....

http://lotuswatcher.files.wordpress.com/2011/06/death-records.gif

ObjectivesTimely receipt of accurate fact of death informationDecrease overpayment of benefitsIntegrate vital records DB and SSAInclude Dr, Nurses and Coroners as reportersLower costs to operate vital records system

Funding2005 SSA Grant to Hawaii Department of Health

http://www.forbes.com/

OutcomesJanuary 1, 2006 deploymentSystem paid for itself in 18 monthsPaper processing decreased by 90%Improved analytics & statistical reportingDOS/ Foxpro system retired40% lower system cost

hhc

Online Vital Records OrderingSimilar perception

Local Pain (Schools, Real ID, Etc..)



Vital Records Problems2002 - 2014

Slow v. In PersonUnintentionally DiscriminatoryNo tracking of ProgressManual Process

Business Process Re-engineering: 2013

Diagnose & identify problematic processesMeasure existing performance

Average cycle time, delays, number of mistakes ornumber of customer complaints.

Identify feasible processes improvementsRedesign / model processesAutomate where applicableEstablish a positive staff attitude for the changesMinimize resistance to change by employeesEmpower staff

So Much Win

Mothers can order onlineOrder from any platformTracking of progress on all ordersElectronic fulfillment (when possible)Preference to online70% reduction in paper

eHawaii.govHelping mothers :)


2011

Licensing for Elevators is so behind, that DLIR changesthe rules so permits are no longer required to be

displayed in the elevator!

http://farm7.staticflickr.com/6081/6072570390_1a2ab6e2ba_z.jpg

This is the level of tech in the office..

http://1.bp.blogspot.com/_WbPYS-NX8GM/TH5LtvwOyNI/AAAAAAAAC1s/VW5M2TPu7oc/s1600/Card+Catalog+1.jpg

Four step process1. Implement basic application process2. BPR engagement3. Develop back-office licensing system4. Deploy public interface


Step 1- 2012

Step 2 - 2013 / 2014

https://www.pinterest.com/pin/1266706117902868/

Step 3 - Aug 2014

Step 4 - Jan 2015


Love, Exciting and New..


This is what people expect when thenhave a Hawaiian Wedding.

http://www.bridaldreamhawaii.com/jpgfile/bridesign.jpg

Unfortunately, Couples actually get this.

Public Interactions

Marriage License ApplicationConfirmation by AgentMarriage CeremonyPresentation of the License

Other Interactions

Officiant Registration (Local & One-time)Agent RegistrationBusiness Hours ( 8 - 2:30 M - F)

30/ 5 Agents500/ 2,500 Officiants

25,000 - 30,000 Weddings Per Year-----------------------------------------------------Over 100,000 people using involved!

http://www.grabstats.com/gfx/statpic1.jpeg

http://people-equation.com/wp-content/uploads/2012/09/Hello-my-name-is-Miserable.jpg

Civil Unions -- Same Sex Marriage

http://thelstop.org/wp-content/uploads/2011/06/pic_wedding1.jpg

Hybrid Funding: Initial State Investment +

Portal Investment +Transaction Fees

------------------------------------12 Months to Production

http://goodmoneying.com/wp-content/uploads/2013/04/hybrid-funds.jpg

Surprise!Licensing for:

Officiants ( Judges/ Ministers)Agents (Public/ Private)

http://harpisthawaii.site.aplus.net/the%20Hawaiian%20prayer%20by%20Dr%20Silva.jpg

EMRS Launched in 2012Oct 28, 2013 - Same Sex Marriage Passes

Dec 2, 2013 12:01 AM - Live!

Cost to the state since launch...$0


Takeaways


Self Funded Partnerships DO WORK

https://www.pinterest.com/pin/555490935260542531/

To build it..


http://www.trackingthewisdom.com/what_I_do/images/innovative-meeting-design.jpg

To design it..


http://www.ttsathens.com/wp-content/uploads/2012/08/NOC-2.png

To maintain it..

These are examples of four projects.Three departmental relationships

Less than $600K in fundingOver 12 years

We have 107 and growing...

MAHALO!

Russell [email protected]

@rcastag


Love, Death and Elevators: An undercover look at eGovernment Services in Hawaii

Government & Nonprofit

Transcript of Love, Death and Elevators: An undercover look at eGovernment Services in Hawaii