The Michigan.gov Story: Reinventing State Government Online Presented by Dan Lohrmann, e-Michigan...
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Transcript of The Michigan.gov Story: Reinventing State Government Online Presented by Dan Lohrmann, e-Michigan...
The Michigan.gov Story: Reinventing State Government Online
Presented by Dan Lohrmann, e-Michigan Chief Technology ExecutiveIntergovernmental Technology Conference, Hershey, Pennsylvania
December 11, 2001
Michigan.gov Home | Site Map | State Departments | Contact Michigan | FAQPrivacy Policy | Link Policy | Accessibility Policy | Security Policy
Copyright © 2001 State of Michigan
Results: Since the July launch, Michigan.gov has greatly increased in usage and has received several awards.
GovSpot.com Site of the Month 9/01; GLIN Site
of the Month 11/01
Since July, site visits have
doubled and page views
have quadrupled
One of Top-10 State sites in
the USGovernment Technology
Magazine and the Center for Digital
Government
#2 State Web portal in the US
Brown University’s Taubman Center for
Public Policy and American Institutions
Results: At the beginning of October, Gartner recognized Michigan as one of two leading states in e-government strategy and approach
Representative e-Government Initiatives, October 2001
Source: Gartner Dataquest, E-Government 360o, Gartner Symposium ITxpo 2001 Orlando, Florida October 8-12, 2001, Rishi Sood
In a 2001 Gartner Dataquest presentation, Michigan was represented in a competitive matrix as a State that has made significant progress in e-government strategy and scope.
Michigan was identified as having "a more strategic direction to eGovernment. Michigan.gov has received very high customer satisfaction so far."
Specific factors that set Michigan.gov apart included:• Strong Governor support, allocated $23M• Launched new portal project in 100 days• Allocated $3.7M to build, $3.7M to host portal• Customer/function-centric focus• Provides access to more than 70 online services• Standardized modules, e.g. common payments layer• Will provide 40 new transaction services in 12 months• Widely respected new entry to State portal
development• High initial customer utilization rates• Built on a common platform to ease integration of
other services and expand service delivery• All State agencies are expected to be migrated by May
2002
Initiative
Focus
Arizona
Arkansas
Utah
Washington
Virginia
Kentucky
Michigan
California
Disclaimer: The Magic Quadrant is copyrighted September 2001 by Gartner, Inc. and is reused with permission. Gartner’s permission to print its Magic Quadrant should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner’s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner-defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner Research is intended to be one of many information sources and the reader should not rely solely on the Magic Quadrant for decision-making. Gartner expressly disclaims all warranties, express or implied of fitness of this research for a particular purpose.
Tactical Strategic
Broa
dN
iche
4http://www.state.mi.us/migov/e-michigan
Results: The success of Michigan.gov has also been captured by the media
More than 20 articles in regional and national publications, including:
“Michigan Citizens Get 24/7 e-Gov Access” 07/12/01
“State says web site makes service easier” 07/11/01
“State unveils new Web site” 07/11/01
“State’s Internet site clicks, experts say” 07/11/01
“Deloitte, IBM Finish Michigan Portal Redesign” 07/13/01
“New Michigan Portal Creates Common Look for Agencies” 07/16/01
“Michigan jumps on portal bandwagon” 07/16/01
“Michigan unveils user-centric web portal” 07/20/01
“Thinking Big: Michigan’s effort goes well beyond just Web-enabling service delivery. It’s an attempt to redesign a government enterprise-wide.” AUG2001
5http://www.state.mi.us/migov/e-michigan
Agenda
Vision for e-Government
Features of Michigan.gov
The Creation of Michigan.govOrganizational and Financial Approach
Strategic Planning and Approach
Technology Approach
Policy Approach
Site Design Approach
Communications and Marketing Approach
Change Leadership Approach and Business Process Reengineering
Continuous Improvement
Lessons Learned
6http://www.state.mi.us/migov/e-michigan
The success of Michigan.gov and all of Michigan’s e-government services is based on Governor John Engler’s vision and direction
“Michigan will be the leading state in providing trusted electronic government services to all customers.” e-Michigan Vision
“Already…customers are going on the Web to get fishing licenses or to reserve campgrounds. Web-based services will help students access financial aid, help entrepreneurs start businesses, help taxpayers apply for professional and occupational licenses…” 2001 State of the State
“Reaching our e-Michigan goal means permitting customers to conduct business at their convenience, going online, not waiting in line.” 2001 State of the State
7http://www.state.mi.us/migov/e-michigan
Michigan.gov is one long-term result led through the e-Michigan Office
The e-Michigan Office
A centralized, empowered agency established by Governor Engler via Executive Order to lead all state agencies in e-government initiatives and policy development, including the new Michigan.gov web site.
Michigan.gov
New State of Michigan web portal that includes common web technologies, uniform policies and standards, a customer-designed look-and-feel throughout agency web sites, personalization and many other features
Launched July 10, Michigan.gov was developed using best practices from public and private sectors
Michigan.gov Home | Site Map | State Departments | Contact Michigan | FAQPrivacy Policy | Link Policy | Accessibility Policy | Security Policy
Copyright © 2001 State of Michigan
Rapid launch window (90 days)
Customer-driven design
Common, statewide technologies
Organization by customer need
Involvement of over 250 agency staff
Common look-and-feel throughout portal and agency sites
Statewide policies and standards
9http://www.state.mi.us/migov/e-michigan
With Michigan.gov launched, there are still many e-government initiatives underway by e-Michigan and other State agencies
Fall 2001 Winter/Spring 2002State portal and theme sub-portal launch
New search engine across all State sites
Voluntary site personalization
New Governor’s Home Page
Business Entity Search Ph. I
Financial Aid Portal
Day care online invoicing pilot
Business Process Reengineering underway
Pilot Internet Application for Unemployment Benefits
Contracts and Payments refinement
Domestic violence resource dir.
MVU online training for Medicaid providers
License look-up expansion
Fall 2000/Spring 2001 Summer 2001On-line campground/State parks reservations
On-line hunting and fishing licenses
MiSeniors.netLodging reservations
Harbor reservations pilot
Tee-time reservations
Redesigned day care Web page
Nursing home locator
Verify License/Look-up expansion underway
Eligibility Pre-Screening Tool Pilot at local hospitals and clinics in Detroit area
Day care locator and EFT for providers
New OFIS web site
MVU online training for Medicaid billers
Added portal functionality
Agency site migration to Vignette
Business Process Reengineering
Michigan School Information Online
Online Wage Records Reporting
Internet Criminal History Report
TEDS Construction Grant Apps
e-Invoice expansion (BS & FHS)
Online bid status display
Employer-filed UA Claims
Online filing of C-8030/No SBT
Expansion of EFT for vendors
Pre-screen tool rollout
Long-term care portal
License look-up expansion
License renewal pilots
App. for construction permits
Michigan Education Grants
MI Scholarships Online
Kids’ pages
Agency Migration to Vignette
Web-CAM at Mackinac Bridge
UCC forms look-up and filing
Business Process Reengineering
Electronic Reporting of Wastewater Discharge
Online Business Start-up Forms
Travel & Rec cross-promotions
Mapping and Trip Planner
Internet connections at welcome centers and state parks
Web-CAM (at parks)
MiChild/Healthy Kids Online Screening and Applications
License renewal expansion
Electronic forms infrastructure
Lesson plans for grades K-8
10http://www.state.mi.us/migov/e-michigan
The timeline for e-Michigan is 2 years, and includes an aggressive agenda
May 2000 May 2002May 20017/00 9/00 11/00 1/01 3/01 7/01 9/01 11/01 1/02 3/02
Executive Order 2000-6
Theme Formation
PMO Selection: Deloitte Consulting
RFP Input Gathering
Strategic Plan and Detailed
Work Plan
Portal IT RFP Issued
16 Bids Received
Portal Vendor
Selection: IBM
Portal Implementation
Look&Feel Design
Michigan.gov Launch July 10
Agency Site Migration to Vignette
Launch of 70 New Online Services
&
Portal Release 2 October 30
Executive Order
Expires
11http://www.state.mi.us/migov/e-michigan
Design a single State of Michigan portal for easy navigation and customization that integrates user preferences
Develop a comprehensive statewide strategy for the installation and use of state-of-the-art technologies that allow the state to exchange information and conduct business-related transactions electronically
Develop the technical, legal, policy, and financial framework and infrastructure necessary to deliver e-Michigan services
Promote e-Michigan awareness and acceptance
In cooperation with CIO and DMB, plan, provide, operate, maintain, and manage the e-Michigan technology infrastructure to be used by all executive branch agencies
As stated in Executive Order 2000-6, the e-Michigan Office was established to:
Organizational Approach: A key to success was the creation of the e-Michigan Office - a centralized, empowered agency focused on a statewide view of e-government
It was given an appropriation of $23 million to support it for its 2-year life.
12http://www.state.mi.us/migov/e-michigan
Organizational Approach: e-Michigan was initially created with 5 staff members, but has now grown to include over 250 staff from across all agencies
Governor
e-Michigan Office
e-Michigan Advisory Council
Steering Committees
Project Teams
e-Technology Advisory Group
e-Michigan Leadership Committee
Theme Managers
Web Council
Portal Implementation Team
Center of Excellence
Global Initiatives
Business Process
Reengineering
13http://www.state.mi.us/migov/e-michigan
Increasing Application Complexity
Inc
rea
sin
g C
on
sti
tue
nt
Va
lue Michigan
in Fall 2000
Our goal is to continue Michigan’s progression within the Transaction stage and ultimately to move from Transaction to Transformation
Presence
Interaction
Transaction
Transformation
First Stage
• .gov and .edu
• Information only
First Stage
• .gov and .edu
• Information only
Second Stage
• Intranet Applications• Limited Interactivity• Basic Search• Linked Sites
Second Stage
• Intranet Applications• Limited Interactivity• Basic Search• Linked Sites
Third Stage
• Enterprise Portals• E-Procurement• Self-Service• Licenses• Permits• Taxes
Third Stage
• Enterprise Portals• E-Procurement• Self-Service• Licenses• Permits• Taxes
Fourth Stage
• CRM Applications• Personalization• Business Intelligence• E-Market Critical
Service Delivery• Wireless Access
Fourth Stage
• CRM Applications• Personalization• Business Intelligence• E-Market Critical
Service Delivery• Wireless Access
Gartner Dataquest August 2000
Strategic Planning Approach: 100 existing State sites were assessed and we found Michigan’s Web presence had several steps to go to be truly advanced in its design and services
14http://www.state.mi.us/migov/e-michigan
Technology Approach: We approached our portal technology selection methodically, and laid the foundation for an expedited but thorough implementation
Created a Michigan e-Government Strategic Plan
Solicited input from consultants and experts to identify the technology components required to fulfill our vision
Submitted a Request for Proposal to all vendors of portal technologies in December 2000
Received 16 bids from vendors on January 24, 2001
Included most technologies used by private sector organizations
Selected IBM, who started work April 2, 2001
Included portal technologies and services
Launched the portal in 3 months
Continue to enhance the portal with new applications and features
15http://www.state.mi.us/migov/e-michigan
Business Intelligence
Voluntary tracking of customer
State web activityExplicit, observed
and implicitprofiles
Platforms
Integrated suite of packaged applications
Open standards, flexibility, scalability
Foundation for all application development
HostingOngoing portal
operation
Onsite, vendor site, hybrid
Search Plain English inquiry
capabilities
Standard tool across all pages and links
PersonalizationAllow for voluntary customized views
Content based on geography,
interests,community
Content Management
Standardize web publishing, workflow and
version control in all agencies
Implements common look and feel
DirectoryServices
User and application verification service
(profiles)
Technology Approach: Michigan.gov uses seven core technology components that lay the foundation for statewide web development and production
16http://www.state.mi.us/migov/e-michigan
Policy Approach: We developed policies that apply across State government Web pages
Policies were developed through collaboration of all agencies, e-Michigan and the State CIO
Policies are available at the bottom of all State web pages and apply to all sites already migrated to the common portal platform and look-and-feel
Policies include:
Privacy
Linkage
Accessibility
Security
17http://www.state.mi.us/migov/e-michigan
Design Approach: Customer input and feedback are part of the design, implementation and continuous improvement of each new e-government service
May 2000 May 2002May 20017/00 9/00 11/00 1/01 3/01 7/01 9/01 11/01 1/02 3/02
Executive Order 2000-6
PPA Study for Input to Themes
Focus Groups for Look&Feel
Design
Michigan.gov Launch July 10
Ongoing Customer Focus Groups and Feedback to Portal and All e-
Government Initiatives
Portal Release 2 October 30
Executive Order
Expires
Industry Experts Input
to RFP
Customer Validation of Theme Sub-
Portal Design
Design Approach: The site design process for www.Michigan.gov involved more than 20 focus groups and 250 customers
Photo is inviting and indicative of Michigan
Theme tabs located at the side with colors that can be driven through the site
State seal and
“Official Site” are a
must
Ability to go straight
to agency sites
Visible, easy-to-access, uniform
policy statements
Easy-to-access global search
function
Kids pages easy to identify
Michigan.gov Home | Site Map | State Departments | Contact Michigan | FAQPrivacy Policy | Link Policy | Accessibility Policy | Security Policy
Copyright © 2001 State of Michigan
Design Approach: The customer-driven design also includes a “no wrong door” approach with 6 ways to locate information, and a common banner on all pages
2. Choose from a directory of agencies
4. Type a “plain English” question
6. Select an existing link
3. Select another theme
1. View a site map
5. Personalize the site with favorite topics and links
Common banner on all pages
20http://www.state.mi.us/migov/e-michigan
InternalizationIndividuals make e-Michigan their own
and create innovative ways to use and
improve
STAGES FOR BUILDING PERSONAL COMMITMENT TO THE SUCCESS OF E-MICHIGAN
T I M E
CO
MM
ITM
EN
T
High
Contact Individuals
have heard e-Michigan existsLow
AwarenessIndividuals are aware of
basic scope and concepts of e-Michigan
UnderstandingIndividuals understand e-Michigan
impacts on their interactions or work with the State
Positive PerceptionIndividuals understand e-Michigan
impacts and benefits to them
AdoptionIndividuals are willing to work
with and implement e-Michigan
Institutionalizatione-Michigan is the way
transactions are done -- the new status quo
Communications and Marketing Approach: The success of a new website or online service ultimately depends on the support and commitment of State staff and customers
Cabinet MembersGovernor Engler
IT StaffAgency Business Experts
State and Agency CIOs
BusinessesTravelers Citizens
TaxpayersProgram Participants
Local Governments
e-Michigan Staff/Teams/Advisors
Vendors
Legislators
e-Michigan Stakeholders
21http://www.state.mi.us/migov/e-michigan
Communications ApproachEstablish project-specific and master e-Michigan communications plans
Provide frequent communications across multiple vehiclese.g., internal and external newsletters, e-Michigan Global Updates, e-Michigan Handbook, multi-agency representation at all meetings
Establish Single Points of Contact for each agency, responsible for agency communications to/from e-Michigan
Maintain database of all communications, audiences, etc.
Marketing and Publicity ApproachIssue press releases for all projects or groups of projects, emphasizing where to find on Michigan.gov
Provide articles/updates to industry publications
Participate in conferences related to new services or portal features
Contract for marketing and advertising services
Place posters in all state facilities, such as welcome centers, office buildings, walk-in service areas
Communications and Marketing Approach: A robust communications and marketing plan was created to achieve these objectives
22http://www.state.mi.us/migov/e-michigan
Business Process Reengineering and Benefits Capture: Multiple areas of benefits are derived from e-government
Convenience
Customer Interaction
EnhancedCustomer Service
Increased Access to Accurate Information
Multi-Channel ServiceDelivery
ReducedCycleTime
Cost Avoidance/Reduction
Refined Business Processes
OperationalEfficiency
Software Licensing
Data Integration
Customer seeksMedicaid, cash &/
or foodassistance,
childcare, &/orchildren'sinsurance.
Customer fillsout
appropriatepaper
application
YesIs customer
eligible? Approval lettergenerated &
information sent tocustomer
Denial lettergenerated & sent
to customer
Does customerseek WIC
assistance?
Customervisits WIC
office
Is customercurrentlyreceiving
assistance?
No
Case workeropens new case
# in system
Case workermanually types
informationinto 1-3systems
Yes
Does customerhave correctverification
information?
Customer retreivesinformation and
returns toappropriate office
Yes
No
No
Yes
Customerseeks WICassistance
Customervisits FIA
Office
Customervisits HealthDepartment
Office
CustomercompletesFIA form
Yes
Refer customer to FIAoffice with verificationinformation. Forword
form to FIA
Customer fillsout appropriate
paperapplication
Is customereligible?
Approval lettergenerated &
information sent tocustomer
Denial lettergenerated & sent
to customer
Does customerneed otherassistance?
Does customerhave correctverification
information? Customer retreivesinformation and
returns toappropriate office
Yes
No
No
Yes
Case workertypes
information intoWIC system
End
No
End
No
Refer customerto FIA withverificationinformation.
Yes
Business Process
IncreasedRevenue Source
Technical InfrastructureCommon PlatformSecurity
Standardization
Personalization
Scalability
Pres
enta
tion
Proc
ess
Infr
astr
uctu
re
23http://www.state.mi.us/migov/e-michigan
The Business Case for e-Government
Measuring Benefits of Existing e-Government Projects
Collect key baseline information (same as for measuring existing projects)
Using results from pre-e-government assessment, analyze opportunity for solution development considering:
Estimated costs and benefits (focusing primarily on financial benefits).
Potential customer adoption/usage. Related services and technology development. Funding methods. Policy or legislative rules. Marketing efforts. Leadership support and organizational change
readiness. Ability to develop in deliver in required timeframe.
Develop and discuss options/alternatives.Determine optimal implementation approach.
Collect key process information including:
Goals, objectives, and performance measures for process.
Baseline metrics from pre-e-government process and post development of e-government solution: cycle time to deliver services, volume, customers, required resources, skills, etc.
Budget/cost data (pre and post)
Technology specifications (including capacity, limitations, etc.).
Enabling legislation/policies.
Customer feedback information.
Conduct high level channel assessment.
Identify and collect necessary metrics/measures to measure the success or impact of moving this service online over a specified period of time.
Developing the Business Case for Future e-Government Investment
Business Process Reengineering and Benefits Capture: e-Michigan’s approach to business case development and performance measurement includes…
24http://www.state.mi.us/migov/e-michigan
e-Store for Department of Natural Resources
Implements IBM Websphere e-Commerce Suite and Websphere Payment Manager
Pilot shopping cart and payment system for future e-Mall of all agencies
Allows purchases of patches, posters and other DNR products
Located at MI-Mall.Michigan.gov/DNR
• This naming convention stems from technical and standards issues; a white paper on naming conventions for sites and services is being prepared
Can be applied for agencies that allow ordering of free or for-fee products
• Can include products such as brochures, test kits, patches, donations
Single Sign-on Pilot
Implements Tivoli Single Sign-On Solution
Pilot is for Groupwise email system and HRMN human resources management network
New Agency Sites in Vignette
Lottery, CEPI, e-Michigan
Portal Release 2: The site must be continually enhanced with new features and services. The next generation has been created in just 3 months …
25http://www.state.mi.us/migov/e-michigan
Portal Release 2: The DNR e-Store uses IBM’s Websphere e-Commerce Suite and maintains the consistent look-and-feel of Michigan.gov
27http://www.state.mi.us/migov/e-michigan
Agency Migration: Three of more than 50 State sites have been migrated to the Vignette platform and more are targeted to follow by December 31
Initial agency sites migrated to Vignette to ensure single face of government to citizens with common look-and-feel, navigation
Lottery, CEPI, e-Michigan
By January, several other State sites will be migrated:
Corrections, State Police, Environmental Quality, Gaming Control Board, Agriculture, Military Affairs, Education, Career Development, Treasury
The remainder of sites will be migrated by May 2002
Migration is going very well:
Migration teams have been formed within each agency
• Range from 3 to over 20 staff members depending on size and scope of the site
• Include business and IT staff
Customized migration work plans are being developed for each agency
Resource requirements are sometimes exceeding resources allocated (or estimated time) because of unanticipated complexities or volume on some sites
Migration includes providing agencies with the SurfAid site management tool
tracks usage, paths and other information about visitors to the agency site
30http://www.state.mi.us/migov/e-michigan
Lessons Learned: Our lessons learned are many, but here are previous success factors that were integrated into the project from the outset
Executive sponsorship and clear priorities from the highest level of government (in this case, Governor Engler provided this leadership) are critical to success and speed of implementation.
Effective communication strategies are essential at all levels.
Good project management (following PMI principles) is a key ingredient to success.
An excellent, effective, governance structure must be in place.
Coordination and cooperation between agencies must be regular and consistent, and must provide opportunities for feedback.
Executive sponsorship and clear priorities from the highest level of government (in this case, Governor Engler provided this leadership) are critical to success and speed of implementation.
Effective communication strategies are essential at all levels.
Good project management (following PMI principles) is a key ingredient to success.
An excellent, effective, governance structure must be in place.
Coordination and cooperation between agencies must be regular and consistent, and must provide opportunities for feedback.
31http://www.state.mi.us/migov/e-michigan
Lessons Learned: In addition, the following lessons were learned through this project
Electronic Government projects can be done quickly (only 91 days from the start of the IBM contract until new portal launch) and on time/budget.
Public/private partnerships can work by bringing the best ideas from the Fortune 500 companies and applying them to state initiatives.
Applying technology is only a part of building a successful new web portal.
Test, Test, Test – Even after unit and system tests were completed, many other items were caught in User Acceptance and the stress testing of our new portal. Some new items were even identified at our press conference “walk-through” with the Governor.
Keeping the momentum going after major deliverables is difficult, so make sure you celebrate successes and regain your focus on the next set of goals.
Electronic Government projects can be done quickly (only 91 days from the start of the IBM contract until new portal launch) and on time/budget.
Public/private partnerships can work by bringing the best ideas from the Fortune 500 companies and applying them to state initiatives.
Applying technology is only a part of building a successful new web portal.
Test, Test, Test – Even after unit and system tests were completed, many other items were caught in User Acceptance and the stress testing of our new portal. Some new items were even identified at our press conference “walk-through” with the Governor.
Keeping the momentum going after major deliverables is difficult, so make sure you celebrate successes and regain your focus on the next set of goals.
33http://www.state.mi.us/migov/e-michigan
If you have questions, please contact me or visit our website
e-Michigan Office
111 S. Capitol AvenueP.O. Box 30725
Lansing, MI 48909Phone: 517-241-5780
E-mail: [email protected]: www.state.mi.us/migov/e-michigan