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

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

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

Implement basic application process
BPR engagement
Develop back-office licensing system
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

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