Modernizing Government Access
How myHawaii Single Sign-On Improves Citizen Services
Single-Sign On
Providing online government services is crucial in today’s digital world. However, for the public, navigating multiple government websites can create a frustrating experience. The need for multiple accounts, passwords, and authentications can lead to account lockouts, calls to customer support, and even abandonment of online services.
Logging in with just one account to access government services can make a big difference to the public. To meet that goal, the Office of Enterprise Technology Services (ETS) partnered with Tyler Technologies in a multi-year effort that culminated in the launch of myHawaii, Hawaii’s Single Sign-on (SSO) service, on April 6, 2025. With the implementation of myHawaii SSO, users no longer need to manage multiple accounts to access government web sites – they can use just one. myHawaii SSO serves as the State’s centralized digital identity platform, and is critical for security identification and identify theft prevention. It is an important component of the State’s Citizen Identity Initiative.
With capabilities that include multi-factor authentication via an authenticator app, voice call or text message, the service is now available on over 90 web applications Tyler Technologies supports that offer a login feature. Some of these include:
- Statewide Camping Reservations
- Hawaii Business Express
- Vital Records Ordering and Tracking System
- Real Property Tax Payments
- Surplus Public Auction for the State Procurement Office, Department of Transportation, and Attorney General
In order to ensure a smooth transition to myHawaii and provide ongoing support for the portal program, this spring Tyler Technologies increased our Customer Service team from 3.5 members to 5.5 members. During April alone, 829 SSO inquiries were handled, including phone calls, emails, online chats, and feedback channels. In May, SSO volume decreased 20% to 665 inquiries, rising 6% in June to 708 inquiries.
The Customer Service team continues to be an important asset at Tyler, responding to citizen questions and concerns in a timely manner.
Tyler supports ETS in the continual improvements to myHawaii to better serve our partners and constituents. Recent enhancements to SSO include:
- Multi-factor authentication method of passkeys for desktop and mobile devices. This allows for authentication using any of the following: a device’s built-in screen lock such as fingerprint, face recognition or Personal Identification Number (PIN), Fast Identity Online 2 (FIDO2) portable security key, Windows desktop profile, web browser, or third-party password manager.
- Last login time so that residents can view the timestamp they last logged into their profile
- Emailed one-time passcodes (OTP) instead of one-time links for password resets and account verifications
Our partnership with the State’s Enterprise Technology Services continues to evolve as we ensure that the public can safely and securely access their data.