Report to the Access Hawaii Committee
Portal Program Updates | June 5, 2025
Activity Recap
Hawaii Library Website Redesign
- Launch date: 05/27/25
- Hawaii State Public Library System worked with another vendor to create a new logo and brand story
- Tyler collaborated with the vendor who provided a styleguide and a mockup used as inspiration to update the site look and feel
Family Court - Judge Evaluation
- Launch date: 05/06/25
- Benefits to agency
- Supports the Judiciary’s commitment to improving judicial performance
- Provides judges with constructive feedback for professional development
- Ensures a confidential and unbiased evaluation process via a third-party (Tyler Hawaii)
- Benefits to users
- Offers attorneys a structured opportunity to share their direct experiences with judges
- Enhances transparency and accountability within the judicial system
- Encourages meaningful participation in shaping judicial performance
Honolulu Legislative Document Access
- Launch date: 05/01/25
- New notification to track specific measures, access to pre-formatted reports, and improved search result displays for the public
- Reports on testimony, customized reports on measures for Council members and staff
- Enhanced document management and tracking for admins
Single Sign-On Phase 2.2 Update
- Launch date: 04/06/25
- Eliminates the need for multiple usernames and passwords to access digital services offerings across state and county services using one account
Invest Hawaii Website Redesign
- Launch date: 03/25/25
- Collaborated with another vendor, Becker Communications, to launch a new version of the invest.hawaii.gov website
- Highlights include:
- Directory of Hawaii made products so users can support local
- Incentives and programs to support small businesses
- Exporting programs to help local businesses expand beyond Hawaii
- Event calendar for seminars and trade shows
Customer Service Summary
Top 10 Inquiries: March 2025 - April 2025
Rank | Service | March | April | Total | Percent | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Total Inquiries: 11,653 *released April 6th **includes login questions from March and April 1st-5th | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
1 | Vital Records Ordering System | 634 | 821 | 1455 | 12% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
2 | Diamond Head Park Reservations | 611 | 473 | 1084 | 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
3 | Hawaii Compliance Express | 415 | 581 | 996 | 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
4 | MyHawaii Single Sign On* | 0 | 839 | 839 | 7% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
5 | State Camping | 400 | 394 | 794 | 7% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
6 | Medical Cannabis Registry** | 361 | 401 | 762 | 7% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
7 | Miscellaneous | 178 | 445 | 623 | 5% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
8 | Login Questions | 345 | 89 | 434 | 4% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
9 | Employee Retirement System | 163 | 257 | 420 | 4% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
10 | Waiʻānapanapa Park Reservations | 181 | 123 | 304 | 3% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
11 | All Others | 1,609 | 2,142 | 3,751 | 34% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
CXSuite
Customer Experience Feedback
5,209 Feedback submissions
Positive Experience
77%
User Ratings
Negative Experience
16%
User Ratings
Comments
2,341
Shared Opinions
Feedback Submissions by Month
Month | Positive | Neutral | Negative |
|---|---|---|---|
March 2025 | 1,662 | 148 | 375 |
April 2025 | 2,355 | 198 | 471 |
Financials: March 2025 - April 2025 (Unaudited)
- External Services: 12
- External Revenue: March 2025 $165,644, April 2025 $255,061
- External Expenses: March 2025 $149,080, April 2025 $229,555
Looking Forward
Project Adoption Rates:
- Kauai Real Property Tax Revenue: FY2024 Adoption Rate – 31%
- County of Hawaii Liquor License Renewals: FY24 Adoption Rate – 35%
Upcoming:
- State Procurement Wizard Website Updates
- Department of Transportation – Airport Payments
- Motor Vehicle Renewals – Road Usage
Appendix
Supporting information covering the period July 1, 2024 – June 30, 2025.
Press Releases (4)
Awards (4)
Agency | Service | Award Name | Date Received |
|---|---|---|---|
Department of Business, Economic Development, & Tourism, Hawaii Technology Development Corporation (HTDC) | HTDC Website Redesign | Communicator Award – Award of Distinction | 05/14/25 |
County of Hawaii, Police Department | Hawaii Police Department Website Redesign | Hermes Award – GOLD | 04/16/25 |
Department of Business, Economic Development, & Tourism, Hawaii Technology Development Corporation (HTDC) | HTDC Website Redesign | Horizon Interactive Award – GOLD | 01/21/25 |
County of Hawaii, Police Department | Hawaii Police Department Website Redesign | Global Excellence Award – GOLD | 12/02/24 |
New Services (6)
Agency | Service | Description | Launch Date |
|---|---|---|---|
County of Kauai | County of Kauai Department of Water Website Redesign | This project was to redesign the Kauai Department of Water website in the content management system WordPress. | 03/24/25 |
County of Hawaii | County of Hawaii Transient Accommodations Tax Payments | The new online TAT payment system allows guest and logged-in users to make payments and access their history seamlessly. The agency can also export reports to improve operational efficiency. | 01/13/25 |
County of Kauai, Solid Waste Division | County of Kauai Commercial Refuse Payments | This service allows County of Kauai Commercial Refuse customers to review their invoices, complete payments, and track their payment history online. | 11/18/24 |
County of Hawaii, Police Department | Police Website Redesign | This was a redesign of the Hawaii County Police Department website in the content management system WordPress. | 11/12/24 |
Department of the Attorney General | AG Online Auction | The Attorney General Civil Recoveries Division’s Asset Forfeiture Program has transitioned from traditional in-person auctions to an innovative online auction platform, making it easier for the public to participate and bid on seized assets. | 09/12/24 |
Judiciary | Judicial District Court Judge Evaluation | The online judge evaluation provides attorneys with a convenient and easy method to complete the evaluation of 10 district court judges. This online process results in a greater response rate. | 09/03/24 –
09/27/24 |
Service Upgrades (6)
Agency | Service | Description | Launch Date |
|---|---|---|---|
Honolulu City & County Office of the City Clerk | Honolulu Legislative Document Access | Added a new notification to track specific bills/resolutions, other notification and search enhancements, and pre-formatted reports for the public. Improved administrative document management, and provided custom reports and more testimony viewing capabilities and reports to Council members and staff. | 05/01/25 |
Department of Business, Economic Development & Tourism | Invest Hawaii Website Redesign | Collaborated with vendor Becker Communications to launch a new version of the invest.hawaii.gov website and migrate the site into Pantheon. We also migrated in the additional subsite, Made in Hawaii, to the new site. | 03/25/25 |
Department of Transportation | DOT Online Auction | Upgrade improves look and feel of site, as well as adding auction management features | 03/24/25 |
Hawaii State Procurement Office | SPO Online Auction | Upgrade improves look and feel of site, as well as adding auction management features | 03/24/25 |
Department of Land & Natural Resources – Hunter Education | HunterEd Application | Upgrade improves accuracy of duplicate hunter reports. | 10/17/24 |
Department of Land & Natural Resources – Hunter Education | HunterEd Application | Upgrade allowed the public to more easily select hunts accepting applications (open hunts) versus selecting hunts already in progress. | 07/25/24 |
Retired Services (2)
Agency | Service | Retired Date |
|---|---|---|
Department of Land and Natural Resources, Division of State Parks | Special Use Permits System | 03/03/25 |
Office of the Attorney General, Hawaii Criminal Justice Data Center | Sex Offender Information Management System | 11/22/24 |
Executed Agreements (7)
All signed agreements can be found in the AHC document repository.
Agency | Service | Document | Signed Date |
|---|---|---|---|
Department of Transportation – Airports Division | Payment Processing | SOW | 01/07/25 |
Department of Accounting & General Services – State Procurement Office | Online Auction System | SOW Amendment | 12/30/24 |
Department of Transportation – Airports Division | Online Auction System | SOW Amendment | 12/30/24 |
Department of Land & Natural Resources – Hunter Education Division | Hunter Education Records and Management System | Project Change Request | 10/01/24 |
Department of Business, Economic Development, & Tourism – Business Development & Support Division | Website Services | SOW Amendment | 09/23/24 |
County of Hawaii – Department of Finance | Transient Accommodations Tax Payments | SOW | 08/26/24 |
City and County of Honolulu – Office of the County Clerk | Legislative Document Access | SOW Amendment | 08/02/24 |
Conferences & Webinars Attended (5)
Conference Name | Description | Dates Attended |
|---|---|---|
Tyler Connect 2025 | Our annual Tyler Connect user conference is essential to our mission of empowering the public sector to help create safer, stronger communities. | 05/11/2025 – 05/14/2025 |
Hawaii Digital Government Summit | The Hawaii Digital Government Summit provides the opportunity for attendees to connect with peers from the government and industry sectors in-person to share ideas, best practices, and technology trends. | 12/04/2024 |
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. | 10/12/2024 – 11/16/2024 |
State Procurement Conference | The event featured engaging speakers, introduction of SPO staff, and valuable networking opportunities. Tyler met state and county agency attendees and discussed ways to help meet their needs. | 10/30/2024 |
Hawaii AI & Cloud Innovation Summit | This event brought together leaders and workers from Hawaiʻi’s public, private, defense, and non-profit sectors to explore how AI can change economies, businesses, and everyday life. | 08/21/2024 |
Unscheduled Downtime (2)
Time | Duration | Affected Site(s) | Comments |
|---|---|---|---|
04/08/25 at 8:50 am | ~1h 30m | Various Services | High Load on Oracle Database server, identified culprit and disabled |
07/09/24 at 7:57 pm | 10m | Various Services | Amazon Web Services Cloud Application Server Failure – Server automatically restarted onto new hardware and web services were online |
Hawaii.gov Portal Web Analytics
1,314,314 Visits
1,554,366 Unique Page Views
4 min 32 sec Average Visit Duration
47% Bounce Rate