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