Hawaii Information Consortium 2014 Report

1. INSIDE
Hawaii Information Consortium, LLC Report 2014
Cost Savings.................................... 3
Security Incident Response: Don’t
Rush the Notification Timeline.......... 4
Delivering Value ...
At the Speed of Light..................... 7
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Hawaii.gov Is the Best
Website in the Nation
n 2013, Hawaii set out to reinvent how
citizens work with government and set a
new standard for state websites by delivering
the most striking changes and groundbreaking
enhancements to a Web portal in recent history.
In 2014, continuing our ambitious goal of the
reinvention of government as we know it, we
upped our game to bring the focus to the individual
user. Taking a first-of-its-kind approach to the
gamification of government, we created a new one-
stop shop, allowing Hawaii residents to completely
customize how they interact online with the state
on any device, anywhere, anytime – securely and
reliably. In doing so, Hawaii.gov was honored to be
named this year’s “Best of the Web” state portal by
the Center for Digital Government, representing
the best government website in the nation.
The Best of the Web awards program is the original
and most respected state and local government
t HIC, our goal is to bring government services to the
people. We do this by partnering with more than
95 percent of all government agencies in Hawaii,
who work with us to bring services online to the citizens
of Hawaii. We offer public-facing, easy-to-use, always-on
Internet services, most of which are completed at no cost to
the state of Hawaii or its taxpayers.
In 2014, we received 11 national and local awards recog-
nizing our services created in cooperation with our partner
state and county agencies.
As of Oct. 31, 2014, we launched 11 new services, 17 upgrades or rewrites of
existing services, four websites, and one mobile app. We also processed more than
$1.6 billion in payments for our partners.
Throughout 2014, HIC provided more than 23,000 man-hours of labor to our
partners at no cost by leveraging HIC’s self-funded portal contract. We also provided
avoided cost savings of more than $5 million. We see more opportunities to save our
partners at least $10-$15 million in the near future.
Message From the General Manager
A Year in Review
I
Russell Castagnaro
General Manager
A

2. 2 | Hawaii Information Consortium, LLC Report 2014
Gamifying Government
MySavings, a service within my.hawaii.gov, aims to show citizens exactly how
much they are saving by conducting their business with the government online.
This is done by creating awareness around the
amount of paper, miles, and time saved.
Users also get helpful, Hawaii-centric tips
for what users can do with their newfound time.
For highlights of all of the great new features, visit m.hi.gov/myhi.
website competition in the
U.S., honoring outstanding
government portals and
websites based on their
innovations, functionality,
and efficiencies.
With the promise of
bringing “Your
Government – Your
Way,” my.hawaii.gov
integrates with seven
of the 17 departments
and includes a rich, personalized history of all business conducted online with
the State. It also directly integrates with almost 60 of the 100-plus online services
offered in Hawaii.
Additional upgrades to Hawaii.gov in 2014 included:
• Advanced search: filters for news, videos, images, and related searches
• Language translation
• Geolocation mapping service that allows visitors to find government offices, EV stations,
farmers markets, and more
To help citizens stay connected to their government, Hawaii.gov offers 273 social
media pages, 1,200-plus Twitter followers, a Flickr photo pool, and 20 YouTube videos.
The online services area now includes how-to videos and detailed information pages
for each service. Navigation between the 60 mobile apps, 100-plus online services, and
trending data is easier than ever.
For fun, we’ve also created the error page of Armageddon - portal.ehawaii.gov/404, a
secret Konami code, and a changing design based on the time of day.
Hawaii.gov is the product of a collaboration between the Office of Information
Management and Technology (OIMT) and the state Internet portal provider Hawaii
Information Consortium LLC (HIC). n
| continued from page 1 |
Hawaii.gov Is the Best Website in the NationPartner
Testimonials
Professional and Vocational Licensing Division
“eHawaii.gov has been responding to hundreds of
online chats regarding inquiries for the PVLD. We
appreciate the enthusiasm and selfless support
of the eHawaii.gov staff and the Customer Service
Department in attempting to field and respond to
queries from the consuming public on behalf of
the PVLD. Kudos to eHawaii.gov!!!”
Hawaii Criminal Justice Data Center
“The Hawaii Criminal Justice Data Center has
worked with the Hawaii Information Consortium
(HIC) on several projects with varying scopes. HIC
has proven to be a competent partner that often
brings new and innovative ideas to the table.”
Department of Health
“The Department of Health, Office of Health
Status Monitoring’s partnership with the Hawaii
Information Consortium (eHawaii.gov) has
spanned 10 years. eHawaii.gov has been a great,
responsive partner in the development and
implementation of our various online services,
the most notable being the death and marriage/
civil union registration systems, both of which
won national digital awards.”
Business Registration Division,
Department of Commerce and Consumer Affairs
“HIC has worked with BREG DCCA for years to help
us provide one of the most innovative, online state
business registries in the country.”
Hawaii State Judiciary
“Working with HIC gives credibility to the Judicial
Performance Program. The results are undisputed ...”
Department of Land and Natural Resources
“HIC helped guide us through a conversion from
an antiquated in-house permit system to an
online Web portal that effectively changed the
way we do business.”
“With the 58 minutes you saved, you
can go bodyboarding at Sandy Beach.”
“Our vision is transforming government at
the speed of life,” said Sonny Bhagowalia,
Hawaii’s recent chief adviser for technology.

3. Hawaii Information Consortium, LLC Report 2014 | 3
Cost Savings
Business Registration Division
Avoided costs are more than $600,000 to date for 2014. Avoided
costs include printing, postage, and data entry costs. No IT-related
costs are considered.
PVL
Online transactions achieve savings through saved postage and
printing of renewal application forms and data entry required
from paper renewals. Based on the number of online renewal
transactions, PVL has saved more than $1.6 million since 2001.
Insurance (INS)
Online transactions achieve savings through saved postage
and printing of renewal application forms, data entry of paper
renewals, and submissions from continuing education courses
and attendees. Based on the number of online renewal transac-
tions since 2004, it is estimated that Insurance has saved close to
$300,000 through HIC’s online services.
Department of Taxation (Tax)
As a result of portal online applications, Tax has significantly
decreased costs. Major areas of savings include: eFile and MeF tax
returns, BB1 filings, UC-1 cashiering, and the tax license search.
We do not include any IT-related costs, only other quantifiable
costs associated with the handling of returns, printing, mail, and
data entry. In 2014, our free services saved the State more than
$3.5 million. With further engagement, estimated savings may
reach closer to $10 million.
Business Registration Division Avoided Costs PVL Licensing Division Avoided Costs
Insurance Division Avoided Costs Department of Taxation Avoided Costs

4. 4 | Hawaii Information Consortium, LLC Report 2014
O
ne of the primary concerns when
dealing with a security breach is
notification to appropriate affected
parties. As security breaches and compro-
mised personal information have become
nearly a constant in news headlines, there are
more laws and regulations related to notifica-
tion in the event of a security breach. In 2014,
19 states either introduced or considered
security breach legislation. 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 security
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 execution of a well developed 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 communication
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.”

5. Hawaii Information Consortium, LLC Report 2014 | 5
Trending
Application Spotlight: Absentee Vote Ballots
HICis excited to announce the release of our first applica-
tion developed in partnership with the city and county
of Honolulu. Their need was straightforward – transform a burden-
some emailing ballot process to voters outside of the U.S. The partner
was knowledgeable about the processes involved and the changes
desired, and the deadline was external based on the upcoming elec-
tion. Two HIC developers worked quickly and closely together to
produce a service that surpassed the partner’s expectations. Voters
residing outside the U.S. can now receive an email with a single
attachment that includes all required documents for them to send in
a ballot without delay. Email notifications keep the election officials
up to date regarding database updates and when emails were and
were not sent. A report provides a
log of all actions with the data,
including voter downloads
of ballots. And if voters lose
the email or decide they
want an electronic ballot
at the last minute, the
election official can direct
them to a website where
they can enter key infor-
mation and download their
ballot immediately. n
104online services
45,787online transactions in the last 7 days
271social media pages
61mobile applications
1,338twitter followers
21youtube videos
265 facebook likes
159 facebook shares
26 19162916
7980

6. 6 | Hawaii Information Consortium, LLC Report 2014
Major Application Upgrades
Mobile first is no longer a trend … it’s the new normal. As such, a major focus for us in 2014 was to redesign a large number of our apps to give them a
responsive design along with a more current look and feel.
Service Agency Description of Update URL
Launch
Date
eFile TAX Annual updates to all forms and fields for 2014 and integration of kala. dotax.ehawaii.gov/efile/user 1/2/14
Freshwater
Game Fishing
License
Application
DLNR
DAR
Upgraded to a mobile/responsive design. freshwater.ehawaii.gov 1/2/14
Modernized
eFile (MeF)
TAX Annual updates for 2014 to MeF. mef.ehawaii.gov/mef 1/31/14
Real Estate
Education
Application
DCCA
REB
Upgrades include:
1. Addition of pre-licensing functionality
2. Mobile/responsive design
3. eHawaii.gov login integration pvl.ehawaii.gov/rece 2/18/14
PVL List Builder
DCCA
PVL
Upgrades include:
1. Rewrite of Perl application to Java
2. Mobile/responsive design
3. Switch to TPE 2.x pvl.ehawaii.gov/pvllistbuilder 2/28/14
Charity Registry
AG
HCJDC
Upgraded to a mobile/responsive design. ag.ehawaii.gov/charity 3/13/14
Electronic
Marriage
Registry System
(EMRS)
DOH
OHSM
Upgrades include:
1. Converting the EMRS services to run on MySQL database
2. Migrating existing data from Oracle to MySQL (2x)
3. Replacing existing dedicated master and stand-by database servers
4. Restoring database replication process between master and stand-by database servers
emrs.ehawaii.gov/emrs 3/22/14
Electronic Death
Registry System
(EDRS)
DOH
OHSM
Upgrades include:
1. Converting the EDRS services to run on MySQL database
2. Migrating existing data from Oracle to MySQL (2x)
3. Replacing existing dedicated master and stand-by database servers
4. Restoring database replication process between master and stand-by database servers
edrs.ehawaii.gov/edr 4/27/14
my.hawaii.gov HIC Added three new tiles to my.hawaii.gov including PVL License, HIePRO Solicitations, and HTSB. portal.ehawaii.gov/myhawaii 4/30/14
Entity List Builder
DCCA
BREG
Upgraded to a mobile/responsive design. hbe.ehawaii.gov/listbuilder 6/3/14
EV Stations
DBEDT
Energy
Upgraded the look and feel and made minor layout modifications to optimize usability.
energy.ehawaii.gov/ev 6/23/14
play.google.com/store/apps/
details?id=com.nicusa.hiev
6/18/14
itunes.apple.com/us/
app/ev-stations-hawaii/
id650114531?mt=8
6/23/14
Energy
Permitting
Wizard
DBEDT
Energy
Upgrades include:
1. Enhanced look and feel
2. New navigation bar
3. Additional tool tips
4. Note box feature for each question (Admin)
5. Updated evaluation summary
6. Enhanced permit schedule
7. Updated verbiage and layout inside of the application
wizard.hawaiicleanenergyinitia-
tive.org
6/24/14
Real Estate
Education App
/ Professional
Vocational
Licensing App
DCCA
REB /
PVL
Upgrades include:
1. Integration of the MyPVL Dashboard for Real estate licensees
2. Real estate licensees can create a new eHawaii.gov account and link their existing real estate license from the
MyPVL Dashboard
3. Real estate licensees can view their course credits from the Dashboard
pvl.ehawaii.gov/rece
7/7/14
pvl.ehawaii.gov/mypvl
eCrim
AG -
HCJDC
Upgraded to a mobile/responsive design. ecrim.ehawaii.gov 9/22/14
HCE View
Access
DAGS -
HCE
Upgrades include:
1. Multiple company viewers of their compliance
application as well as the owner
2. Automated vendor renewals with agencies
3. More frequent updates to DOTAX compliance status
vendors.ehawaii.gov 9/25/14
ERS Self
Service Benefit
Calculator
BF -
ERS
Upgrades include:
1. New membership date field added
2. New tier 2 calculations
3. New age reduction calculation ers.ehawaii.gov 9/29/14
Vital Records
Ordering System
DOH -
OSHM
Upgrades include:
1. Mobile/responsive design
2. Upgraded payment processing
3. Ability to track order progress by public
4. Ability to submit online or mail in order form
5. Ability to choose pickup or mail as the delivery method
6. Improved work flow with work queues
7. Integrated single system for all orders from counter,
mail, and online
8. Easy search and administration features
vitrec.ehawaii.gov
11/18/14
(Partner
Staff
Only)

7. Hawaii Information Consortium, LLC Report 2014 | 7
Delivering Value ... At the Speed of Life
raditionally, HIC has developed software
applications using the waterfall model, a
sequential development process. While
this methodology works, it does not accommodate
change very well. Requirements are defined upfront and
are not expected to change. Accommodating changes to
the project design at any stage typically requires a great deal of
time and effort. Usually changes are not even discovered until the
application has been completely developed, which may cause extensive recoding and retesting. Another
issue HIC faced was difficulty in gauging development progress due to low levels of accountability.
In 2011-2012, HIC slowly moved more toward a “deliverables” approach – delivering small pieces of
functionality to our partners sooner – and in 2013 we began to adopt an agile approach.
Agile project management is an iterative and incremental method of managing the design and build
activities for, in our case, IT projects, in a highly flexible and interactive manner. Work is broken down
into tasks that can be completed in two days or less. Through daily scrums, progress is transparent to
all project team members.
One key agency that has embraced the agile approach is the Department of Labor and Industrial
Relations (DLIR), Hawaii Occupational Safety and Health Division (HIOSH). Using the agile method-
ology to create an elevator inspection and permitting application for HIOSH, HIC develops portions
of the application in two-week sprints and is able to show new features to the HIOSH team every two
weeks. By incrementally demonstrating functionality to the partner, HIC has been able to successfully
build partner trust and engagement.
We have seen a dramatic increase in accountability, collaboration, clarity of responsibilities, and increased
partner engagement and trust since we adopted the agile approach. We look forward to continuing to
integrate agile methods into more of our projects and to expanding the knowledge to the rest of our team. n
New Applications and
Services Launched in 2014
Name Change | Lieutenant Governor’s Office
Apply and pay for a name change online and track
the name change process.
MyPVL | DCCA PVL
MyPVL is a new home for all PVL licensees to
access information and services 24/7 from a
single dashboard.
Commercial Vessel Permits | DLNR DOFAW
Provides an expedient way for vendors to
register and purchase landing permits to
regulated Department of Land and Natural
Resources sanctuaries.
Portal Gamification | HIC
Cohesive and unified gaming platform that inte-
grates game mechanics into applications in order
to drive adoption and engagement.
Hunter Registration | DLNR DOFAW
Allows individuals to submit an electronic applica-
tion to be entered into a lottery for game mammal
hunting on the islands of Hawaii, Lanai, and Kauai.
Notification Center | HIC
Allows users to sign up for email reminders
or monitoring services within various HIC-
based applications. n
T
Top 10 Services
868,121
eFile Tax Returns
496,855
Modernized eFile Tax Returns
380,516
DOTAX eFile
347,213
eFile Tax eCheck Payments
288,241
Conveyance Documents Recorded
202,989
Driver Records
82,626
HCJDC eCrim Searches
80,128
Annual Business Report Filings
49,480
PVL License Renewals
37,371
eTraffic Payments

8. © 2015 Trozzolo.com
201 Merchant Street, Suite 1805
Honolulu, HI 96813
(808) 695-4615
ehawaii.gov
Meet Cheeky
About Adopt-a-Rat (and
a little history ...)
taff member Rosie Warfield met the
Adopt-a-Rat founder at a conference in
Washington state in 2011 and was fascinated
with the work he does for the HeroRATS
program. She told him she would find a way
to adopt some rats and build them into some
sort of volunteer program at HIC … and she
did! Cheeky was our first rat to be adopted. To
learn more about Cheeky, or other activities
we do to give back to our local community
as part of our award-winning volunteer
program, visit: volunteer.ehawaii.gov. n
Awards
Name Cheeky
Job TB Detection Rat
Born Aug. 31, 2011
S