The Michigan.gov Story: Reinventing State Government Online

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


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


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


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



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


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


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


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.


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


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


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


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


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


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



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


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


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


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


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…


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 …


Portal Release 2: The DNR e-Store uses IBM’s Websphere e-Commerce Suite and maintains the consistent look-and-feel of Michigan.gov


Portal Release 2: Single Sign-On…


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

Agency Migration: Lottery Example

Agency Migration: CEPI Example


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.


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.


Discussion

Questions?


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

The Michigan.gov Story: Reinventing State Government Online

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Transcript of The Michigan.gov Story: Reinventing State Government Online