Russell Castagnaro PRO
Father of two delightfully unruly young women. Investment Steward at Bufficorn Ventures and Chief of Staff of SporkDAO, LCA Ex-Director of Digital Transformation at the Colorado Governor's Office of Information Technology.
eHawaii.gov
Program Overview
December 10, 2015
Russell Castagnaro, General Manager
DeAnna Niderost, Partner Liaison
Carrie Miyasato, Partner Liaison
Why?
Fast-track eGovernment service deployment in Hawaii.
1997 Survey
National survey identifies Hawaii as
49th in nation.
Learn from the Top 10
- What they were doing
- How they were doing it
- How they funded it
RFP Issued in 1999
- Fast-track eGovernment
- Self funding/ transactional mechanism for services
- Whole life-cycle services
- Limited capacity for T&M
- Marketing/ Outreach included
- Perpetual for-use-only license
State Success Stories
Best of the Web!
More Awards
my.hawaii
450+ websites
Partner Success Stories
Hugh R. Jones
Supervising Deputy Attorney General
Our collaboration with HIC [...] has enhanced our Division's
ability to streamline and make more efficient processing...
Tax & Charities Division
Ronald Moon
Chief Justice
I look forward to continued collaboration between
our organizations.
...HIC has been an invaluable resource that we can count
on to assist us in arriving at an effective, sound, and timely
solution for any request made to their team..
Liane Moriyama
Administrator
Hawaii Criminal Justice Data Center
Attorney General's Office
Our division's savings continue to grow each year as a result of our
partnership with HIC. In 2014, avoided costs were near $700,000
as a result of savings from printing, postage and manual data entry costs.
Ty Nohara
Commissioner of Securities
DCCA BREG Division
Alvin Onaka
State Registrar & Chief
[HIC is] our partner and an extension of our resources.
We could not have had our successes without them.
Office of Health Status Monitoring, DOH
I was most pleased with the HIC team’s thoroughness from the requirements
identification phase through design, testing, and deployment. The online
ballot delivery system streamlined (to literally minutes) internal processes
that required hours each day in previous elections.
Glen Takahashi
Acting City Clerk
Office of the City Clerk
Honolulu City and County
State House
HIC [...] making government
more efficient and
improving services for
the people of Hawaii.
Services Success Stories
DCCA - Business Registration
DCCA - Business Registration
DCCA - Insurance Division
DCCA - Insurance Division
DCCA - Professional & Vocational Licensing
DCCA - Professional & Vocational Licensing
DLNR (5 of 19 services )
DOTAX (7 services)
100+
services
Untold Stories
Services often not considered...
Secure Transfers
Many of our partners have restrictive security protocols, are unable securely decrypt data or have no external access.
- Judiciary
- City and County of Honolulu
- Attorney General
- Budget and Finance
- Public Safety Dept.
- Dept. of Taxation
- State Public Charter School Com.
- Office of Hawaiian Affairs
- Hawaii State Legislature
- University of Hawaii
- Internal Revenue Service
- Social Security Administration
Constituent Services
Requests for the Governor's and Lt. Governor's office are routed to a CMS for tracking and fulfillment.
Open Data
HIC pushes continuous updates of datasets to data.hawaii.gov
Citizen Success Stories
Customer Service
Our customer service staff handle phone, emails, and live chats for all services, as well as providing technical support and answering billing questions.
59,337
(covering 54 services)
CUSTOMER SERVICE RESPONSES LAST YEAR
You folks are awesome, efficient, and professionals!!!
You are an asset in the government sector. I am not a
high-tech individual but your help made my life easier. Thank you very much again.
Customer Service Feedback
I am in deep appreciation for your immediate response to my questions thank you so much for your time and for making my experience with your office a pleasurable one!"
I received always the answers very quickly, considering different time zones, as if I was the only client that you have (and I know you have a lot of requirements from people)!!! Thank you Support Team! Mahalo.
(so far this year)
Community Savings
Survey Results
Survey
63 Partner Contacts
-
Measurement of overall satisfaction with HIC
-
What HIC does well and what can be done better
- A compilation of agency projections for
eGovernment priorities & projects in 2015
Satisfaction
- 84.1% Satisfied or Very Satisfied
- 7.9% Neutral
- 8% Dissatisfied or Very Dissatisfied
* We followed up with all partners and found that two of
the partners had mistakenly indicated dissatisfaction.
They actually gave us recommendation letters!
What HIC does well.
Prompt responses to requests (27)
Excellent customer service (18)
Problem solving (10)
Good communications (7)
How could HIC improve?
Nothing (18)
Faster implementation (12)
Technical recommendations (11)
Contract Details
Services
- Service development, maintenance and hosting
- Web site development, maintenance and hosting
- Marketing and outreach
- Customer service
- Payment processing and account services
- Mobile applications
Conditions...
- Unlimited three year renewals
- Fee oversight/ administration
- State retains perpetual For-use license
- Cancel for convenience
State/ County Revenue
2014 Portal Revenue by Partner
2014 Portal Revenue by Type
Financials
Thank you!
We hope to continue to help
write more success stories
over the next 3 years.
eHawaii.gov Program Overview December 10, 2015 Russell Castagnaro, General Manager DeAnna Niderost, Partner Liaison Carrie Miyasato, Partner Liaison
eHawaii.gov - AHC (latest)
By Russell Castagnaro
eHawaii.gov - AHC (latest)
Access Hawaii Committee presentation
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