Love, Death and Elevators:

An undercover look at eGovernment Services in Hawaii

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Russell Castagnaro

General Manager - eHawaii.gov

Hawaii Information Consortium, LLC

eHawaii.gov - State Internet Portal Provider

Business Model Basics

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Over the last three years we have worked closely with the State of Hawaii to transform the way two of our partner agencies do business.  

• Marriage/ Civil Unions and  Vital Records with the Department of Health
• Elevator Safety with the Department of Labor and Industrial Relations.

Baselines

Vital Records

• Long, Long Lines
• Frustrated Parents
• Attack of the 'Birthers'
• No accountability

Elevator Permitting

• Safety of Elevators
• Card-based System
• Reporting

http://hilo.hawaiitribune-herald.com/sections/news/local-news/are-hawaiis-elevators-safe.html

Marriage

• Completely paper based
• Unpleasant
• Slow
• Frightening
• Changing....

http://lotuswatcher.files.wordpress.com/2011/06/death-records.gif

Objectives

• Timely receipt of accurate fact of death information
• Decrease overpayment of benefits
• Integrate vital records DB and SSA
• Include Dr, Nurses and Coroners as reporters
• Lower costs to operate vital records system

Funding

2005 SSA Grant to Hawaii Department of Health

http://www.forbes.com/

Outcomes

• January 1, 2006 deployment
• System paid for itself in 18 months
• Paper processing decreased by 90%
• Improved analytics & statistical reporting
• DOS/ Foxpro system retired
• 40% lower system cost

hhc

Online Vital Records Ordering

Similar perception

Local Pain (Schools, Real ID, Etc..)

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Vital Records Problems

2002 - 2014

• Slow v. In Person
• Unintentionally Discriminatory
• No tracking of Progress
• Manual Process

Business Process Re-engineering: 2013

• Diagnose & identify problematic processes
• Measure existing performance
  • Average cycle time, delays, number of mistakes or number of customer complaints.
• Identify feasible processes improvements
• Redesign / model processes
• Automate where applicable
• Establish a positive staff attitude for the changes
• Minimize resistance to change by employees
• Empower staff

So Much Win

• Mothers can order online
• Order from any platform
• Tracking of progress on all orders
• Electronic fulfillment (when possible)
• Preference to online
• 70% reduction in paper

eHawaii.gov

Helping mothers :)

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

2011

Licensing for Elevators is so behind, that DLIR changes the rules so permits are no longer required to be displayed in the elevator!

http://farm7.staticflickr.com/6081/6072570390_1a2ab6e2ba_z.jpg

This is the level of tech in the office..

http://1.bp.blogspot.com/_WbPYS-NX8GM/TH5LtvwOyNI/AAAAAAAAC1s/VW5M2TPu7oc/s1600/Card+Catalog+1.jpg

Four step process

1. Implement basic application process
2. BPR engagement
3. Develop back-office licensing system
4. Deploy public interface

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Step 1- 2012

Step 2  - 2013 / 2014

https://www.pinterest.com/pin/1266706117902868/

Step 3  - Aug 2014

Step 4 - Jan 2015

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Love, Exciting and New..

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

This is what people expect when then have a Hawaiian Wedding.

http://www.bridaldreamhawaii.com/jpgfile/bridesign.jpg

Unfortunately, Couples actually get this.

Public Interactions

• Marriage License Application
• Confirmation by Agent
• Marriage Ceremony
• Presentation of the License

Other Interactions

• Officiant Registration (Local & One-time)
• Agent Registration
• Business Hours ( 8 - 2:30 M - F)

30/ 5 Agents

500/ 2,500 Officiants

25,000 - 30,000 Weddings Per Year

-----------------------------------------------------

Over 100,000 people using involved!

 http://www.grabstats.com/gfx/statpic1.jpeg

http://people-equation.com/wp-content/uploads/2012/09/Hello-my-name-is-Miserable.jpg

Civil Unions -- Same Sex Marriage

http://thelstop.org/wp-content/uploads/2011/06/pic_wedding1.jpg

Hybrid Funding:                                                                          

Initial State Investment +

Portal Investment +

Transaction Fees

------------------------------------

12 Months to Production

http://goodmoneying.com/wp-content/uploads/2013/04/hybrid-funds.jpg

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Surprise!

Licensing for:

Officiants (Judges/ Ministers)

Agents (Public/ Private)

http://harpisthawaii.site.aplus.net/the%20Hawaiian%20prayer%20by%20Dr%20Silva.jpg

EMRS Launched in 2012

Oct 28, 2013 - Same Sex Marriage Passes

Dec 2, 2013 12:01 AM - Live!

Cost to the state since launch...

$0

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Takeaways

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg

Self Funded Partnerships DO WORK

https://www.pinterest.com/pin/555490935260542531/

To build it..

Self Funded Partnerships DO WORK

http://www.trackingthewisdom.com/what_I_do/images/innovative-meeting-design.jpg

To design it..

Self Funded Partnerships DO WORK

http://www.ttsathens.com/wp-content/uploads/2012/08/NOC-2.png

To maintain it..

These are examples of four projects.

Three departmental relationships

Less than $600K in funding

Over 12 years

We have 107 and growing...

MAHALO!

Russell Castagnaro

russell@ehawaii.gov

@rcastag

"Aerosmith Elevator". Licensed under Fair use via Wikipedia - https://en.wikipedia.org/wiki/File:Aerosmith_Elevator.jpg