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Enterprise Technology Services Letter

ACCESS HAWAI‘I COMMITTEE AND THE DEPARTMENT OF ACCOUNTING AND GENERAL SERVICES

ANNUAL REPORT ON
THE OPERATION OF THE INTERNET PORTAL

FOR THE PERIOD
JULY 1, 2023 THROUGH JUNE 30, 2024

SUBMITTED TO
THE THIRTY THIRD STATE LEGISLATURE

IN ACCORDANCE WITH SECTION 27G-5, HAWAI‘I REVISED STATUTES ACCESS HAWAI‘I COMMITTEE AND THE DEPARTMENT OF ACCOUNTING AND GENERAL SERVICES ANNUAL REPORT ON THE OPERATION OF THE INTERNET PORTAL FOR THE PERIOD FROM JULY 1, 2023 THROUGH JUNE 30, 2024


Introduction

Pursuant to section 27G-5, Hawai‘i Revised Statutes (HRS), the Access Hawai‘i Committee (AHC) submits its annual report to the 2025 Legislature. This year’s annual report contains a report by the portal manager/vendor, Hawaii Information Consortium, LLC dba Tyler Hawaii, reflecting work the vendor was authorized to perform by the AHC in conjunction with various State and County agencies.

Overview:

Chapter 27G, HRS, sets forth the duties of the AHC which include the following oversight functions of the State Internet Portal Program:

  1. Review of the annual strategic plan and periodic reports on potential new applications and services submitted by the portal manager.
  2. Review and approval of all charges to portal users.
  3. Review and approval of service level agreements negotiated by government agencies with the portal manager.
  4. Review of the annual financial reports and audit of the portal manager.
  5. Review of the annual customer satisfaction surveys conducted by the portal manager.
  6. Review of performance measures of the portal submitted as part of the service management plan for portal-wide indicators and application specific indicators.

The AHC was created by Act 292, SLH 2000 to exercise oversight of the portal manager. The AHC operated as an informal committee. Pursuant to Act 110, SLH 2003 (SB1334, HD1), Act 110 removed the sunset date scheduled on July 1, 2005. Due to the value of the oversight function, the Legislature enacted Act 172 SLH 2007 on June 13, 2007. Act 172 re-enacted the original law of Act 292, SLH 2000 that established the AHC.

Act 101, SLH (2010) amended Chapter 27G, HRS, and created the AHC Special Fund within the Information and Communication Services Division (ICSD) of the Department of Accounting and General Services (DAGS) to support the AHC.

In 2011, the Portal Program Manager position was created during the 2011 legislative session by Act 164 (SLH 2011) to assist the AHC with the legislative mandated oversight of the internet portal provider. The Portal Program Manager provides guidance to the AHC relating to strategies for online payment and processing, electronic document filing, internet initiatives, paperless initiatives, and web application development. The Portal Program Manager also monitors portal provider activities to ensure compliance with terms and conditions of the portal provider contract, reviews the portal provider’s financial reports, evaluates new and existing Statements of Work, fee agreements, priorities, and Service Level Agreements being  negotiated between government agencies and the portal provider. The Portal Program Manager collaborates with the portal provider and government agencies to promote e- government and to increase on-line services that can be easily, conveniently, and securely accessed by the public.

In 2014, the Chief Information Officer of the State was added to the AHC membership and was designated as the chairperson of the committee. The Legislature passed SB100 SD1, which was enacted as Act 21 on April 19, 2014.

New online government services are continually being added through the portal program. State  and County agencies and their employees working with Tyler Hawaii have identified new online services and work hand-in-hand with Tyler Hawaii through the planning, implementation, and operational phases for these services. As a result, government is more accessible to the public and is being provided with added convenience. Citizens can conduct business with government online from their homes, offices, and mobile devices during the State’s business and non- business hours.

The portal program’s success has been achieved through the work of Tyler Hawaii in conjunction with the AHC, the Office of Enterprise Technology Services (ETS), and the business and information technology teams of the State agencies, the Counties, and the Judiciary.

The portal program contract was awarded through competitive solicitation and effective January 2008 for the initial five-year period. Six contract extensions were approved by the AHC. The effective dates were January 4, 2013 for up to three years, January 4, 2016 for up to three years, January 4, 2019 for one year, January 4, 2020 for up to two years, January 4, 2022 for up to three years and January 4, 2025 for up to two additional years.

FY 2024 Activities

The following sections provide key issues and activities addressed by the AHC from July 1, 2023 through June 30, 2024.

Preparation for New Request for Proposals (RFP) / Internet Portal Manager Contract Extension

On February 1, 2024, AHC agreed to support the procuring agency: SPO and the ETS CIO (Contract Administrator) to extend the contract for an additional two (2) years to further support the continuing plan to release a new RFP. The contract that was set to expire on January 3, 2025 was signed to extend until January 3, 2027.

Single Sign-On (SSO) Initiative

On June 6, 2024, AHC approved the request from ETS to amend the scope and timeline for the single sign-on project. ETS moved away from Azure Active Directory Business to Consumer (AD B2C) to ForgeRock Identity Cloud (ForgeRock) as the underlying identity platform supporting the myHawaii service. This change is intended to enhance the constituent experience and provide a more reliable and cohesive platform moving forward. The production launch is scheduled in February 2025.

Executed Agreements

A total of eight (8) Statements of Work (SOWs) were reviewed and signed by the AHC for this fiscal year. Funding for the 8 SOWs was as follows: three (3) were transaction-based, four (4) were fixed rate projects, and one (1) was hybrid (combination of both transaction-based and fixed rate). Three (3) Project Change Requests (PCRs) were signed.

One (1) Service Level Agreement was signed by the County of Kauai, Department of Water to serve as a memorandum of understanding with respect to the implementation of eHawaii.gov services for the Board of Water Supply, County of Kauai, Department of Water.

Accolades:

The State portal program earned the following awards in FY2024:

  • Honolulu Emergency Services Department Website– City and County of Honolulu- Honolulu Emergency Services Department
    • W3 Award – Silver Award
    • DotComm Award – Honorable Mention

2024 Annual Report by Tyler Hawaii

A comprehensive progress report by Tyler Hawaii regarding the activities and expenses of the portal program is provided on the subsequent pages.

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