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, 2024 THROUGH JUNE 30, 2025
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 INTERET PORTAL FOR THE PERIOD FROM JULY 1, 2024 THROUGH JUNE 30, 2025
Introduction
Pursuant to section 27G-5, Hawai‘i Revised Statutes (HRS), the Access Hawai‘i Committee (AHC) submits its annual report to the 2026 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:
- Review of the annual strategic plan and periodic reports on potential new applications and services submitted by the portal manager.
- Review and approval of all charges to portal users.
- Review and approval of service level agreements negotiated by government agencies with the portal manager.
- Review of the annual financial reports and audit of the portal manager.
- Review of the annual customer satisfaction surveys conducted by the portal manager.
- 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, Session Laws of Hawaii (SLH) 2000 to exercise oversight of the portal manager. Initially, 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, Act 164 (SLH 2011) created the Portal Program Manager position during the 2011 legislative session 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 online 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 continuously being added through the portal program. State and County agencies along with their employees working with Tyler Hawaii have identified new online services and work hand-in-hand with Tyler Hawaii throughout the planning, implementation, and operational phases for these services. As a result, government has become more accessible to the public and offers greater convenience. Citizens can conduct business with the 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 became effective in January 2008 for an initial five-year period. Six contract extensions have been 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 2025 Activities
The following sections provide key issues and activities addressed by the AHC from July 1, 2024 through June 30, 2025.
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) by extending 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.
On August 1, 2024, ETS reported that its team is reviewing the price list structure, underlying legislation (Hawaii Revised Section 27G) and the portal architecture. The ETS team initiated a comprehensive discussion with Tyler Hawaii to verify architectural aspects and ensure all elements are in place as the current contract is set to expire in January 2027. This review aims to ensure the continuity of services for existing customers while leveraging advancements in chatbot and other methodologies such as Artificial Intelligence to encourage innovation. Additionally, ETS is establishing an evaluation team, defining its operational framework and beginning to develop a procurement plan and strategy.
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.
On April 6, 2025, ETS and Tyler Hawaii successfully completed the integration and launched 96 citizen portal services using the myHawaii, the ETS Citizen Identity solution for single sign-on. The myHawaii platform provides a more secure and streamlined method for accessing services. It simplifies access to state and county digital services with a secure, single login, ensuring efficiency and user convenience.
Executed Agreements
A total of ten (10) Statements of Work (SOWs) were reviewed and signed by the AHC for this fiscal year. Funding for the 10 SOWs was as follows: seven (7) were transaction-based while three (3) were fixed rate projects. Additionally, one (1) Project Change Request (PCR) was signed.
Accolades:
The State portal program earned the following awards in FY2025:
- Hawaii Technology Development Corporation (HTDC) Website Redesign – Department of Business, Economic Development, & Tourism, HTDC
- Communicator Award – Award of Distinction
- Horizon Interactive Award – GOLD
- Hawaii Police Department Website Redesign – County of Hawaii, Police Department
- Hermes Award – GOLD
- Global Excellence Award – GOLD
2025 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.