Report to the Access Hawaii Committee
Portal Program Updates | October 5, 2023
Highlights
Single Sign-On Phase 2.2 Update
- This initiative is in support of the State’s move to a Microsoft Azure Single Sign-On (SSO) solution for online services
- Phase 2.2 is currently in progress to migrate 80+ eHawaii.gov services to use the State’s AD B2C login; expected completion in November 2024
- Development is complete and testing is in progress for user profile editing and multi-factor authentication
- By October’s end, Group 1 applications will have completed development and testing
Hawaii Digital Government Summit
- Attended event on Monday, September 25, 2023
- Seventh year of Tyler Hawaii participation
- Culture of learning, embrace change, importance of relationships
Tyler Hawaii Customer Service
- In fiscal year 2023, there was an 8.6% year over year decrease in contacts due to our implementation of chatbots and other user-focused improvements
- This decline was in spite of the introduction of Diamond Head Park Reservations
- Our 3 person Customer Service team is skilled at handling thousands of inquiries each month
- Team members are familiar with all 158 services
Customer Service Summary
Top 10 Inquiries: July 2023 - August 2023
Rank | Service | July | August | Total | Percent | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Total Inquiries: 9,798 *includes login questions | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
1 | Diamond Head Park Reservations | 472 | 544 | 1,016 | 10% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
2 | Medical Cannabis Registry* | 421 | 465 | 886 | 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
3 | State Camping | 378 | 452 | 830 | 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
4 | Hawaii Compliance Express | 362 | 384 | 746 | 8% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
5 | Real Property Tax | 268 | 409 | 677 | 7% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
6 | Login Questions | 287 | 366 | 653 | 7% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
7 | Vital Records Ordering System | 258 | 354 | 612 | 6% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
8 | Electronic Marriage Registration System | 224 | 288 | 512 | 5% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
9 | Motor Vehicle Registrations | 192 | 206 | 398 | 4% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
10 | Miscellaneous | 173 | 178 | 351 | 4% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
11 | All Others | 1,399 | 1,718 | 3,117 | 31% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Financials: July 2023 - August 2023 (Unaudited)
- External Projects: 6
- External Revenue: July 2023 $208,265, August 2023 $169,778
Looking Forward
- Tree Seedling Payments
- Annual Report
- Test Environment move to AWS
Appendix
Supporting information covering the period July 1, 2023 – August 31, 2023.
Press Releases
Awards (1)
Agency | Service | Award Name | Date Received |
|---|---|---|---|
City and County of Honolulu – Honolulu Emergency Services Department | Honolulu Emergency Services Department Website | DotComm Award – Honorable Mention | 7/21/23 |
New Services (0)
Agency | Service | Description | Launch Date |
|---|---|---|---|
N/A | N/A | N/A | N/A |
Service Upgrades (0)
Agency | Service | Description | Launch Date |
|---|---|---|---|
N/A | N/A | N/A | N/A |
Retired Services (0)
Agency | Service | URL | Retired Date |
|---|---|---|---|
N/A | N/A | N/A | N/A |
Executed Agreements (2)
All signed agreements can be found in the AHC document repository.
Agency | Service | Document | Signed Date |
|---|---|---|---|
County of Hawaii | Online and Payment Processing Services (MVR Renewals) | SOW Amendment 2 | 8/25/23 |
Department of Business, Economic Development & Tourism – Hawaii Technology Development Corporation | HTDC Website Redesign | SOW | 8/15/23 |
Conferences & Webinars Attended (0)
Conference Name | Description | Dates Attended |
|---|---|---|
N/A | N/A | N/A |
Unscheduled Downtime (1)
Time | Duration | Affected Site(s) | Comments |
|---|---|---|---|
7/24/23 at 4:20 pm | 35m | Annual Business Filings | Issue with the underlying Oracle database. |
Hawaii.gov Portal Web Analytics
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