Report to the Access Hawaii Committee
Portal Program Updates | June 6, 2024
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
- Group 1 (16 services) completed in test environment in October 2023
- Group 2 (16 services) completed in test environment in February 2024
- Internal design/UI completed in February 2024
- User creation functionality for Admins completed in February 2024
- Group 3 (15 services) completed in test environment in May 2024
- Group 4 (14 services) development in progress
- ETS confirmed procurement for a new SSO solution
HIePRO - Price List / Vendor List Awards
- Launched 2/15/24
- Added creation and management of Price List/Vendor List (PL/VL) awards to HIePRO
- Agencies can mark an award as a PL/VL award
- Reporting and payments previously done manually outside HIePRO by vendors, agencies, and Tyler Hawaii can now be done within HIePRO
- Vendors can upload their quarterly reports on the award in HIePRO
- HIePRO facilitates this by sending email notifications at every step
Namechange - Minor New Name Form
- Launched 4/23/24
- Change of Name for Minor by Both Parents was brought online
- Online form will make it easier for submitters to ensure they have included all required information
- Validations and improved accuracy of submissions will assist processing
Family Court Judge Evaluations
- Online 4/2/24 – 4/26/24
- The online judge evaluation provides attorneys with a convenient and easy method to complete the evaluation of 9 family court judges
- This online process produces a greater response rate from recipients
Customer Service Summary
Top 10 Inquiries: March 2024 - April 2024
Rank | Service | March | April | Total | Percent | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Total Inquiries: 9,605 *includes login questions | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
1 | Medical Cannabis Registry* | 412 | 481 | 893
| 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
2 | Hawaii Compliance Express | 397 | 446 | 843 | 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
3 | Login Questions | 382 | 423 | 805 | 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
4 | Vital Records Ordering System | 351 | 453 | 804 | 9% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
5 | Diamond Head Park Reservations | 378 | 414 | 792 | 8% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
6 | State Camping | 369 | 284 | 653 | 7% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
7 | Miscellaneous | 198 | 210 | 408 | 4% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
8 | Employees’ Retirement System | 154 | 171 | 325 | 3% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
9 | Professional Vocational Licensing | 152 | 173 | 325 | 3% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
10 | Non-Tyler Hawaii | 153 | 167 | 320 | 3% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
11 | All Others | 1,788 | 1,649 | 3,437 | 36% | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
CXSuite
Customer Experience Feedback
4,898 Feedback submissions
Positive Experience
86%
User Ratings
Negative Experience
8%
User Ratings
Comments
1,873
Shared Opinions
Feedback Submissions by Month
Month | Positive | Neutral | Negative |
|---|---|---|---|
March 2024 | 1,700 | 155 | 206 |
April 2024 | 2,513 | 120 | 204 |
Financials: March 2024 - April 2024 (Unaudited)
- External Projects: 4
- External Revenue: March 2024 $132,096, April 2024 $327,246
- External Expenses: March 2024 $118,886, April 2024 $294,522
Looking Forward
- Attorney General Auction Site
- Hawaii Technology Development Corporation website launch
- Contract Renewal
Appendix
Supporting information covering the period July 1, 2023 – March 14, 2024.
Press Releases (1)
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 (4)
Agency | Service | Description | Launch Date |
|---|---|---|---|
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 (3)
Agency | Service | Description | Launch Date |
|---|---|---|---|
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 (6)
All signed agreements can be found in the AHC document repository.
Agency | Service | Document | Signed Date |
|---|---|---|---|
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
1,085,173 Visits
1,309,376 Unique Page Views
2 min 31 sec Average Visit Duration
48% Bounce Rate