Report to the Access Hawaii Committee
Portal Program Updates | August 1, 2024
Highlights
Department of Labor & Industrial Relations - Unemployment Insurance Overpayment Collections
- Launched 7/17/24
- Allows UI overpayment recipients to pay online via credit card or eCheck
- Daily disbursements to DLIR
Hawaii Technology Development Corporation Website
- Launched 6/18/24
- Built in the content management system WordPress
- Highlights include:
- A “dark mode” website design
- A job board
- An event calendar
- An appointment scheduling tool for free legal services
Single Sign-On Phase 2.2 Update
- This initiative is in support of the State’s move to a 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 SSO login
- 47 services completed in test environment
- Group 4 (14 services) development in progress
- Expected project completion extended from November 2024 to February 2025 due to change in scope per SOW Amendment 4
- eHawaii.gov login integration with ForgeRock Ping Identity development in progress
Customer Service Summary
Top 10 Inquiries: May 2024 - June 2024
Rank | Service | May | June | Total | Percent | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Total Inquiries: 11,358 *includes login questions | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
1 | Diamond Head Park Reservations | 1,468 | 545 | 2,013
| 18% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
2 | Professional Vocational Licensing | 491 | 522 | 1,013 | 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
3 | Hawaii Compliance Express | 468 | 435 | 903 | 8% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
4 | Login Questions | 425 | 431 | 856 | 8% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
5 | Medical Cannabis Registry* | 486 | 365 | 851 | 8% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
6 | Vital Records Ordering System | 369 | 284 | 851 | 8% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
7 | State Camping | 376 | 378 | 754 | 6% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
8 | Miscellaneous | 190 | 267 | 457 | 4% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
9 | Non-Tyler Hawaii | 213 | 159 | 372 | 3% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
10 | Electronic Marriage Registration System | 181 | 168 | 349 | 3% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
11 | All Others | 1,507 | 1,432 | 2,939 | 25% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
CXSuite
Customer Experience Feedback
2,847 Feedback submissions
Positive Experience
81%
User Ratings
Negative Experience
12%
User Ratings
Comments
1,202
Shared Opinions
Feedback Submissions by Month
Month | Positive | Neutral | Negative |
|---|---|---|---|
May 2024 | 1,077 | 107 | 159 |
June 2024 | 1,236 | 88 | 180 |
Financials: May 2024 - June 2024 (Unaudited)
- External Projects: 3
- External Revenue: May 2024 $134,250, June 2024 $136,393
- External Expenses: May 2024 $120,825, June 2024 $122,753
Hawaii Resident Engagement Market Research Results*
45%
Report dealing with government is stressful
39%
Wish government made it easier to use digital services
29%
Say the structure of federal /state /local government is confusing
61%
Do not understand where to go to find the services they need
To make my life easier, I wish Hawaii would:
* Mobile phone-based text & voice survey conducted during May 2024
Looking Forward
- Attorney General Auction Site
- Department of Forestry and Wildlife – Hunter Education Change Request
Appendix
Supporting information covering the period July 1, 2023 – June 30, 2024.
Press Releases (2)
Awards (2)
Agency | Service | Award Name | Date Received |
|---|---|---|---|
City and County of Honolulu – Honolulu Emergency Services Department | Honolulu Emergency Services Department Website | W3 Award – Silver Award | 10/19/23 |
City and County of Honolulu – Honolulu Emergency Services Department | Honolulu Emergency Services Department Website | DotComm Award – Honorable Mention | 7/21/23 |
New Services (6)
Agency | Service | Description | Launch Date |
|---|---|---|---|
Department of Business, Economic Development & Tourism – Hawaii Technology Development Corporation | HTDC Website Redesign | Redesigned the HTDC website in the content management system WordPress. Highlights include a “dark mode” website design, job board, event calendar, and an appointment scheduling tool for free legal services. | 6/18/24 |
Judiciary | Family Court Judge Evaluation | The online judge evaluation provides attorneys with a convenient and easy method to complete the evaluation of 9 family court judges. This online process results in a greater response rate. | 4/2/24 –
4/26/24 |
Judiciary | Judicial Circuit Court Judge Evaluation | The online judge evaluation provides attorneys with a convenient and easy method to complete the evaluation of 10 circuit court judges. This online process results in a greater response rate. | 2/6/24 –
3/1/24 |
Tyler Hawaii | PhonePay IVR | The PhonePay IVR system allows citizens to make payments over-the-phone for government services. It offers a configurable workflow and customized scripting with automated prompts. It is currently implemented for Honolulu Real Property Tax payments. | 1/2/24 |
Department of Land and Natural Resources – Division of Forestry & Wildlife | Tree Seedling Payments | This service will be used by DOFAW to charge customers for purchases of Tree Seedlings.
Hawaii’s State tree nurseries provide high-quality native, endangered, and windbreak trees and plants for both the public and DLNR out-plantings and reforestation projects. | 11/30/23 |
Department of Business, Economic Development & Tourism – Creative Industries Division | Tax Credit Hub | Tax Credit Hub allows film production companies to apply for tax credits online and for the DBEDT staff to review the submissions, certify the tax credits, provide the final certification letter, and generate reports. | 10/25/23 |
Service Upgrades (5)
Agency | Service | Description | Launch Date |
|---|---|---|---|
Office of the Lieutenant Governor | Namechange Application | A third form, Change of Name for Minor by Both Parents, was brought online. This will make it easier for submitters to ensure they have included all required information, and will assist administrators in reviewing the documents. | 4/23/24 |
State Procurement Office | HIePRO | The procedure for price list/vendor lists were not previously in HIePRO. Therefore, all the reporting and payments were done manually outside the system by vendors, agencies, and Tyler Hawaii. Now everything can be done within HIePRO. Agencies can mark an award as a PL/VL award. Vendors can upload their quarterly reports on the award in HIePRO. | 2/15/24 |
Department of Business, Economic Development & Tourism – Creative Industries Division | Tax Credit Hub Phase II | A second form called the Hawaii Production Report was brought online. This allows Film Companies to complete their Tax Credit application for productions filmed in Hawaii. | 2/9/24 |
Department of Land & Natural Resources – Division of State Parks | Reservation and Access Management System | The State hiking and parking reservation system for individual visitors and Public Utility Commission tour operators was enhanced to include Wai’ānapanapa (Maui County). | 11/30/23 |
City and County of Honolulu – Honolulu Police Department (HPD) | eBench Warrants Web Interface | The existing eBW web service was enhanced to add Warrant Status, Bail Amount, and Ordered Date as query parameters so HPD can perform more targeted searches. | 10/12/23 |
Retired Services (4)
Agency | Service | Retired Date |
|---|---|---|
Office of Enterprise Technology Services | MyHawaii website | 2/2/24 |
Department of Labor & Industrial Relations | WDD Workforce Opportunity Tax Credit | 1/24/24 |
Tyler Hawaii | Hawaii Driver Record Correction Request form | 12/14/23 |
Department of the Attorney General – Child Support Enforcement Agency (CSEA) | AG CSEA Interactive Website | 11/30/23 |
Executed Agreements (12)
All signed agreements can be found in the AHC document repository.
Agency | Service | Document | Signed Date |
|---|---|---|---|
Kauai County – Department of Water | Kauai County Department of Water Website Redesign | SOW | 6/21/24 |
Kauai County – Department of Water | Service Level Agreement | 6/20/24 | |
Office of Enterprise Technology Services | Single Sign On | SOW Amendment | 6/8/24 |
Department of Land and Natural Resources – Bureau of Conveyances | Online Payments | SOW Amendment | 6/8/24 |
Department of Labor and Industrial Relations – Unemployment Insurance | Unemployment Insurance Overpayment Collections | SOW | 6/8/24 |
Department of Land and Natural Resources – Hunter Education | Hunter Education Records and Management System | PCR | 5/17/24 |
City and County of Honolulu | Real Property Tax Payments | SOW Amendment 1 | 3/28/24 |
County of Hawaii | Police Department Website Redesign | SOW | 12/08/23 |
Department of Land & Natural Resources – Hunter Education Division | Hunter Education Records and Management System | PCR | 10/23/23 |
Department of Business, Economic Development & Tourism – Community-Based Economic Development | EZ Program Forms | PCR | 10/19/23 |
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 (4)
Conference Name | Description | Dates Attended |
|---|---|---|
Tyler Connect | Tyler’s Annual User Conference allows users to learn about new ways of serving the public and network with others in government. Attendees return with valuable knowledge and connections. | 5/19/24 – 5/22/24 |
Hawaii Annual Code Challenge | HACC connects our community and challenges Hawaii youth to creatively provide solutions for government and public interactions. Tyler participated both as a HACC sponsor and a challenge sponsor. | 10/21/23 – 11/18/23 |
Women in Renewable Energy – Decarbonization of Hawaii | Panelists leading different strategies at the state and county level discussed the state’s decarbonization plan and the policies needed to drive change in different sectors. | 10/23/23 |
Hawaii Digital Government Summit | The Hawaii Digital Government Summit provided the opportunity for attendees to connect with peers from the government and industry sectors in-person to share ideas, best practices, and technology trends. | 9/25/23 |
Unscheduled Downtime (3)
Time | Duration | Affected Site(s) | Comments |
|---|---|---|---|
1/26/24 at 4:50 pm | 10m | Various Services | Amazon Web Services Cloud Application Server Failure – Server automatically restarted onto new hardware and web services were online |
1/5/24 at 5:00 pm | 2d 22h | Motor Vehicle Registration Services | City & County of Honolulu mainframe outage |
7/24/23 at 4:20 pm | 35m | Annual Business Filings | Issue with the underlying Oracle database |
Hawaii.gov Portal Web Analytics
1,283,190 Visits
1,541,836 Unique Page Views
3 min 3 sec Average Visit Duration
48% Bounce Rate