Information technology annual report

24 Pages·1998·1.7 MB·English

by  Massachusetts. Office of Management Information Systems. Strategic Planning Bureau

UMASS/AMHERST
312066 0369 3641 4
Commonwealth Of Massachusetts
Information Technology
Annual Report
Commonwealth Of Massachusetts
Information Technology
Bulletin
Volume8,Number3,Summer2002
A
Special Edition
0 Message From GovernorSwift 3
EGovOverview
Mass.Gov Launched! 4
9
GovernmentTo Business
Corporation Division NetsTwoWebAwords 6
Division of InsuranceAgentOn-Line Renewal Website 7
Webfile ForEmployers 8
GovernmentTo Citizens
FamilyNetUpgrades DSS Systems 9
ThousandsApplyforCivil Service Exams On-Line 10
Mass Colleges OnlineTo Provide E-Learning Network 11
New RMVPhone SystemTargetsCustomerSatisfaction 12
The Community Presentation Initiative GetsWired 13
Municipal E-Filing Of Housing Certification Plans 14
Improvement OfGovernment Efficiency& Effectiveness
HEIRS Database Project 15
II
Virtual and High CapacityTapeTechnology
Prepares ITD ForFuture 16
IT Spending
E IT Bond II FY2002 Preliminary Expenditures 17
Preliminary FY2002 ITSpending 18
IT Bond III 19
DMAWelcomes NewCTO 20
Message From The CIO 23
GOVERMENT DOCUMENTS
COLLECTION
DEC
0 6 2002
MESSAGE FROM THE GOVERNOR
university of Massachusetts
Depository Copy
It goes without saying that the world has changed for everyone over this past year.
As mentioned during my State of the State address in January, the challenges we
I
now face were unimaginable a year ago. But so are the opportunities. We are
now in the midst ofdealing with a very difficult economic landscape. The severity
ofthe current economic downturn puts enormous pressure on theCommonwealth,
but provides opportunity for innovation. Fortunately, the technological initiatives
undertaken in the last few years are proving to be a strong foundation that we can
leverage to help us overcome these new challenges.
Talented peopleacrossagencies havecontinued thecollaborativeeffortstoenhance
E-Covernment. For example, the Mass.Gov portal is now a reality, allowing
citizens and businesses to more easily find information and services with the
Commonwealth. The efforts of our information technology professionals have
resulted in Mass.Gov receiving two awards recognizing the excellence ofthe site.
The foundation in place promises to transform the way citizens, businesses and
municipalities interact with state government, while reducing costs for both the
Commonwealth and our customers.
We have just started to capitalize on the power of web portal technology. The true strength of Mass.Gov lies
with providing start-to-finish, integrated services, resulting in improved service and time-savings for customers.
Government agencies can work together and use portal technologies to present integrated information and
expand online services while streamlining operations, simplifying procedures and cutting costs.
In essence, we will be able to virtually reorganize governmentto deliver services more efficiently and effectively
without disrupting the organization. The technology will also reduce duplication across agencies as Web sites
under the Mass.Gov umbrella are enhanced.
Ourfocuson E-Gov included supportfora significant increase in the numberofe-applications underdevelopment,
most of which you can read about in this issue. In addition, as each online service goes live, it is featured on
Mass.Gov, thereby increasing the public's awareness of new E-Cov services. We will continue to keep
Massachusetts a leader in the delivery of online services, because in these constrained economic times, they
enable agencies to provide c|uality service at reduced cost.
Massachusetts is one of few states to finance its technology investments through capital funding. Both the
Executive and Legislative Branches recognize the continued importance of technology investment to our future
and have approved IT Bond III for $300M. We will continue to make technology investments for those
programs whose primary purpose is to deliver high quality service while improving efficiency and reducing
costs. We will place an even stronger emphasis on our return on investment in the coming year and look to
support those initiatives that promise to increase revenue and/or reduce short and long-term operating expenses.
In addition, those that rely on cross-agency collaboration will receive even stronger support. Through our
increased focus on technology we have a unique opportunity to positively influence the future of the
Commonwealth despite these difficult times.
JaneSwift, Governor
InformationTechnology Bulletin, Summer2002 Vol. 8 No. 3 3
Thevirtual reorganization ofstate government has become reality. GovernorJane Swiftofficially launched
theMass.Gov portal on May8 stating, "Mass.Govallow/sthepublicto haveeasyandcomprehensiveaccess
toawidearrayofgovernmentservices, regardlessofwherethey live. This portal will savecitizensvaluable
time and allow state governmentto do morewith less." Mass.Gov now offers intuitive access to over 50
online services across state government, in addition, the portal is designed to provide information to
citizens, businesses and municipal officials based on "intentions" or common requests for information
from government. Examplesofthese intentions include:
• I want to find a licensed professional
• I want to plan a trip in Massachusetts
• I want to know abouttax and employerobligations
• I want to learn about education for children with disabilities
• I want to conduct research oraccess information on a cityortown
Whilethisfirst releaseofMass.Govdeliverson its promiseofpresenting information and servicesfromthe
customer's perspective, it simply lays the foundation for reaching the Commonwealth's vision for E-
Government. TheCommonwealth is now poised to leveragetheportal technologytoguaranteea consistent
userexperience in deliv(>ringseamless, integrated servicesfrom acrosstheCommonwealth.
4 liilormation leclinDlogy Liulletin, Summer2002 Vol. 8 No. .5
EGov Overview
MaSS,^^ LAUNCHED!
YourGovernment, //YourWay.
Leveraging Portal Technology In essence, "cross-selling" is accomplished through
the portal.
The Mass.Gov office and the Massachusetts
EmergencyManagementAgency(MEMA)arenearing Mass.Gov is developing an agency migration plan
completion ofthefirstpilotto migrate an agency's that will build an inventory of reusable templates
websitetothe portal infrastructure. The newMEMA that enable agencies to independently, and cost
sitewill beavailableon theportal in August. Once effectively migrate to the portal. This will give the
MEMA's site is in production, it will support the agenciestheabilityto updatetheirsitesquicklyand
"onefaceofgovernment"strategy, havingthesimilar easily.
look-and-feel and navigation ofMass.Gov, thereby
providinga consistentuserexperience. MEMAwill The success ofthe portal is measured by customer
enjoy many ofthe benefits that will accrue to any usage, feedback and recognition. Mass.Gov has
agencythat "portalizes": already received two awards in recognition of its
excellence:
• Effective content management.
• The Trailblazer Award, by the E-Gov Solutions
Contentsubjectmatterexpertscan updatecontent Center, for innovations in government. Theaward
within a workflowdefined bytheagency. highlights federal, state, local, and international
government programs that have successfully
• Reusable content. implemented user-friendlyonline initiatives.
Content can easily be integrated with content
• The AXIEM Silver Award, by AXIEM, forcreative
fromotheragenciestosatisfythe userexpectation
excellence in electronic media.
ofobtainingall related information inone place.
Content can also be deployed easily by various Mass.Gov has been a successful initiative resulting
mediums, i.e. PDA and cell phones. in a top-notch portal largely due to the broad
participation and commitmentofpeoplefrom across
• Reduced effort and cost to develop and
maintain Web site. government entities. The collaboration that began
with the E-Gov Initiative has continued throughout
The ease of content management and use of development and was instrumental in delivering a
templates mean the site can be constantly portal that meets customer's needs and ensures a
consistent user experience. The team has received
rejuvenated.
encouraging feedback from customers, as well as
• Up-to-date content. many good suggestions that will guide future
enhancements.
Agencies no longer have to go through ITD to
post pages to their site, thereby reducing the
unnecessary layers requiredtogetcontentposted.
• Increased customer usage.
Customers coming to Mass.Gov will become
aware ofthe breadth of information and service
offeringsthroughouttheCommonwealth.
InformationTechnology Bulletin, Summer2002 Vol. 8 No. 3 5
.
Government To Business
CORPORATION DIVISION NETS
TWO WEB AWARDS
TheCorporations Division ofthe Searches can be made by individual name,
OfficeoftheSecretaryofthe organization, file number, or by date. Information
Commonwealth, William on thedateandtimeoffiling, thefiling history, and
Francis Calvin received thetypeoffilingsmade, whetherfinancingstatements,
two Merit Awards from amendments, partial releases, assignments or
the International terminations can be obtained through the UCC
Association of search.
Commercial
TheCorporations Division acceptsfilingson paper,
Administrators (lACA)
by fax, as well as on-line. Massachusetts receives
meeting in Maine lastMay. more than 100,000 UCC filings each year. Copies
The electronic search of imaged documents can be printed for free, or
system for debtor and certified copies can be provided for a fee. Certified
creditor information
copiesorderedon-linecan bepaid bycreditcard. To
established last year in search the UCC databaseor make a UCC filingon-
the Secretary of State's line, visitthe Secretary'swebsiteatwww.mass.gov/
Corporations Division
sec/cor.
won a "BestofTheWeb" MeritAward. The
Division also received a "Best of The Web" award Accordingto SecretaryCalvin, "Massachusetts has
fortheon-linefilingofcorporateforms instituted in been a national leader in setting industry standards
January 2001 . Secretary Calvin said. "I am gratified for on-line filing of UCC forms. Easy and standard
that the lACA, with these two prestigious awards, electronic filing of a creditor's interest in a debtor's
has recognized the hard work of the Corporations propertyundertheUniformCommercialCodemakes
Division in establishingthese systemsforquick and governmentmoreuserfriendlyforbusiness."
convenient electronic filing and record searches," On-line Business Filing
SecretaryCalvin said. "I am pleased that lACA has recognized ouron-line
Debtor and Credit Award filing for corporate forms," said Secretary Calvin.
Debtor and creditor information is filed with the "Withfilingofcorporatereportson-line, corporations
Corporations Division under provisions of the no longer have to deliver their forms to the
Uniform Commercial Code. In February 2001, an Corporations Division in Boston, and theycan also
electronic search, filingand imagingsystemfor UCC pay the filing fee on-line by credit card. Forms
filings was implemented by Secretary Calvin in accepted include: Articles of Organization,
anticipationofa revision in UCC provisionsregarding Amendments, Annual Reports, Change Documents
secured transactions. Such provisions became (i.e. Fiscal Year, Principal Office, Officers), Limited
effective in July, 2001 Liability Company filings and Limited Partnership
filings. This innovation has not only made filings
"The UCC filing and search system instituted in easierforcorporations, but has freed our stafffrom
Massachusetts responds to a desire for uniform data entry and allowed them to do more quality
electronic filing standards," Secretary Calvin said. control."
"Italsobringsthe information anddocument images
to the desktops of the public and the business
community."
Continuedon Page22
6 Information rcchnology Biillciin, Summer2002 Vol. 8 No. }
Government To Business
DIVISION OF INSURANCE AGENT ON-LINE
RENEWAL WEBSITE CUTS PROCESSING TIME
For the Agent & Broker Licensing The license-renewal projectwasthenatural extension
Departmentwithin the Division of to the creation of the DOI's licensing database,
Insurance (DOI), the summer ConsolidatedLicensingandRegulation Information
months have historically marked Sysfem(CLARIS). Both projectswerebuiltusingbond
the start of a protracted period of funds and represent the successful collaboration
strained eyesscrutinizingpilesof between DOI, OCA&BR, ITD and private vendors.
printouts, telephonetagwith Theweb-basedapplicationsutilizeMicrosoftInternet
hundredsofinsurersand Information Server(IIS) and SQL Server.
countless hours of
data entry. In "The Internetwas a perfecttechnology solution for
2001, the DOI in notonlyeliminatingpaperworkbottlenecks, butalso
I
partnershipwiththe allowingforthe pointand click cancellation feature
Office of Consumer which makesthis process virtually error-free," said
Affairs and Business DOI Information Technology Director Russ Grant.
Regulation (OCA&BR) The renewal information is now captured
and the state's electronicallyattheAgentOn-LineRenewalWebsite
Information Technology Division (ITD) and is then transferred seamlessly into the CLARIS
took the tedium out of the annual agent license database. According to Grant, the simple intuitive
renewal process with the creation ofthe first in the interfacehasbeenverywell received bytheinsurance
nation AgentOn-LineRenewal Website. companyusers.
Launched in October2001, the password protected The Agent On-Line Renewal Website and CLARIS
internet-basedsystemautomatedthelicenserenewals projects represent two DOI technology initiatives
of 1 75,000agentappointments by morethan 1,200 aimed at automating and streamlining business
insurancecompanies. Insurersnowaccessthesecure processesthatpreviouslywere inefficient, costlyand
website and merely point and click on any burdensome to government and its insurance
cancellation they wish to make. Once completed, licensees. The DOI is also one of several state
thesystemautomaticallycalculatesthe licensingfees licensingagenciescollaboratingwith OCA&BRand
forthecompanies. ITDaspartoftheGovernor's E-Government initiative
to develop a suiteofapplications on the Mass.Gov
How successful has the Agent On-Line Renewal websitethatwill streamlinethe location oflicensing
Website been? Agent & Broker Licensing Director information and processingoflicensing-relatedtasks.
DianeSilverman Black indicatedthatonecompany's Withfurtherbondfunding, thenewapplicationswill
renewals that once took an entire day to process, centralizethe location ofover 1 .3 million licensed
now onlytakes minutes. "This system has reduced professionals in theCommonwealth.
renewal processingtimeforusbyalmost90percent,
providingforgreaterefficiencyand allowingthestaff "Userswill not need to understand the infrastructure
even moretimeforaddressingourcustomerslicensing ofstategovernment in orderto find whatthey need
inquiries. It'sbenefitingthecompaniestoo. They've quickly and easily," said Tim Healy, Director of
reported as much as a 70 percent decrease in the Information Technology for OCA&BR. "Online
time it takes on their end," said Silverman Black.
Further proof of the project's success comes in the
form of a near 100% completion rate by the
companiesduringthe second quarterofFY'02. Continuedon Page22
InformationTechnolog)' Bulletin, Summer2002 VoL 8No. .3
,
Government To Business
WEBFILE FOR EMPLOYERS: MAKING
PAYROLL TAX TIME LESS TAXING
TheCommonwealth ofMassachusetts is making Users of WebFile for Employers:
thejoboffiling payroll taxes considerablyeasier
and simpler thanks to the implementation of a • Avoid mailingmultiple paperforms and checksto
new online application called WebFile for theCommonwealth.
Employers. WebFile for Employers is a
collaborativeeffortbetweentheMassachusetts • Schedule payments for debiting to occur later in
Division ofEmploymentand Trainingand the month.
the DepartmentofRevenue, launched
in February 2002. The • Reduce their number of errors because WebFile
Commonwealth's 70,000 for Employers calculatesthe amountthat isdue.
1
employers can use WebFile for
• Can access key information such as current
Employersto:
contribution rate and previous withholding
• File and pay statewithholdingtaxes, payments.
and contributions for unemployment
• Receivean onlineconfirmation offilingand geta
insurance, the workforce training fund
contributions, and unemployment health reminderto file bye-mail.
insurance. The Commonwealth also saves money, as there is
no longer a need to print and mail paper forms to
• Fileemployeewage reportsand receiveadetailed
employers. And, it saves on processing forms and
confirmation reportthatcan beprintedfor record- checks. DET and DOR report thatfrom January 1
keepingpurposes.
2002 toJuly 23, 2002, approximately $7.26 million
• Make weekly or monthly withholding deposits in withholding tax payments, unemployment
insurance contributions. Workforce Training Fund
online and see previous deposits that have been
contributions, and unemployment health insurance
made.
contributions have been paid through WebFile for
Employers.
• See summariesoftheironlinetransactionsforthe
lastfivequarters. "DOR processes morethan nine million tax returns
Nowemployerswho need to paywithholdingtaxes in thecourseofa yearand mostofthosecome in on
to DOR everyweekormonth can do soonlinewith paper,"said RevenueCommissionerAlan LeBovidge.
"We'd liketo reducethatmountain ofpaperand get
WebFile. Smallerand mid-sizeemployerscan report
theiremployees' quarterlywagesto DOR instead of all taxpayers, businesses and individuals, to file all
their returns electronically. WebFile for Employers
reportingthis information on paper.
can help us reach thatgoal."
"The old adage time is money rings especially true
in today's businessclimate," said DET DirectorJack
King. "WebFile for Employers is helping
Massachusetts' businessessaveprecioustime, energy
and frustration when they paytheirquarterly payroll
taxes."
8 Information lechnologyBulletin, Summer2002 Vol. 8 No. .3
1
Government To Citizens
FAMILYNET UPGRADES DSS SYSTEMS
In theearly 1990stechnology atthe Departmentof state in the country to start development of a case
Social Services (DSS) was limitedtoone mainframe- management system for child welfare workers.
based system, the Area Based Social Service Designedfrom thestartasacollaborativeeffort, DSS
Information SystemTechnology(ASSIST). Structured management committed 25 full-time staff (both
to facilitate the reporting and technical and subject matterexperts) tothe
monitoring needs of managers, projecttowork with and learn from the
ASSIST was developed around 65 consultantsand systemsanalysts
forms and data capture as brought to this effort by Deloitte
opposed to offering workers Consulting.
tools with which to do their
jobs moreeffectively. ASSIST The result ofthis collaboration
was accessed via "dumb" is a custom designed
terminals, and use was application built to meet the
typically limitedtodataentry business needs of all DSS staff.
operatorsandmanagers. DSS Implemented statewide in 1998,
had no local area networkor FamilyNet is a highly integrated
wide area network client/server application builton
infrastructure in place, and Oracle Forms 6 and an Oracle
offered noelectronic mail Relational Data BaseManagement
or word processing System. This mission critical
capabilities to the system is used daily by the
over 3000 employees of
majority of its staff.
DSS, in 30 locations across
DSS beganthe processof the state, to support case
developing a Statewide management, resource
Automated Child Welfare management, financial
Information System management, reporting, and
(SACWIS) in 1995, in data exchange with other state
responsetoarecommendation agencies and the federal
by the Blue Ribbon government.
Commission on Foster Care convened by then
GovernorWilliam F. Weld. Utilizing both stateand Theapplication includes 390windowsfordataentry
federal funds, thefirstphaseofthis initiative included and retrieval, produces200on-lineand batch reports,
the development of the DSS data network generates approximately 100 pre-populated
infrastructure in late 1995, and made desktop documentsand interfaceswithotherCommonwealth
computers, word processing, e-mail and training in agency systems including the Massachusetts
the use of these tools available to all DSS staff for Management Accounting and Reporting System
the first time. (MMARS). In addition, FamilyNet tracks
approximately 1 15,000consumers in 36,000 open
The second phase of the project commenced in cases, and on average processes 4500 intakes per
February 1996when DeloitteConsultingwasselected month, activates an average of 1500 referrals for
toworkwith DSStodesign, developand implement services per month; and processes $21,000,000 in
theSACWIS, now known as FamilyNet. In initiating monthly payments to DSS providers.
this project, Massachusetts becameonlythefourth
Continuedon Page2
InformationTechnologyBulletin, Summer2002 Vol. 8 No. .3 9
Government To Citizens
THOUSANDS APPLY FOR
CIVIL SERVICE EXAMS ON-LINE
\
Each year, the Massachusetts Human The on-line system also transformed the way HRD
Resources Division (HRD) holds at least wasableto processtheapplications. Usually, there
ten open competitive or promotional is a tremendous variation in the number of
examinations for state service and applications received over the course of the filing
municipal service. These exams are period. Typically during the last days before the
primarilyforpublic safety (policeand closing date, a large number of applications are
r fire) positions. Approximately received and applicants arewaiting in long lines at
20,000 - 30,000 individuals ourCustomerServiceCentertosubmitthecompleted
usually take these exams each forms and payments. Since applicants forthe State
year. In the past, toapplyfora Trooper Exam could applyattheirconvenienceon a
civil service exam, applicants 24x7 basis overthe course ofthe filing period, the
wererequiredtofillouta paper numberofapplications received wasfairlyconstant
formwhichcould bepicked up overthecourseofthesixweeks, and the lines atthe
at local policeorfiredepartments, city CustomerServiceCounterwere neververy long. As
halls, HRD offices in Boston, or mailed to a result, HRD staffwas ableto process applications
them by HRD. Applicants would then submit the astheywerereceived ratherthan batchthemfor later
completed forms with their payment in person at processing. Sinceapplications and paymentswere
HRD'soffices in Bostonduringnormal businesshours received electronically, HRD staffwasabletospend
or mail the completed form with a money order. lesstimeprocessingpaperand moretimeresponding
to customerquestions received by telephone or by
This pastspring HRD worked closelywith the State e-mail.
PolicetoadministeranopencompetetiveStatePolice
Trooper Examination. Forthefirsttime, applicants Thesuccessful implementation ofthis system relied
were able to apply for an exam on the Internet at heavilyonthecooperativeeffortsofmanyindividuals
theirconvenience usinga creditcard. Thiswasalso in organizations across State Government. Several
the first opportunity for a State agency to use the unitsof the Information Technology Division (ITD),
shared e-Payment service developed by ITD to CommonHelp, the Officeofthe StateComptroller
processcreditcard paymentsoverthe Internet. The (OSC), and HRD worked closely to develop
e-Payment service is a part of the infrastructure of operational policies and procedures to make this
the E-Government initiativedeveloped by ITDand a serviceavailable. As with any new program, there
foundation ofthe Mass.Gov Portal. are lessonsto be learned. By farthe mostcommon
suggestion received was the request to provide e-
Since this was the first time applications could be mail confirmation of the receipt of successful
accepted electronically, noone knew howwell the applications. Anotherproblemthatbecameapparent
program would be received. The results werevery wastheneedtominimizethepossibilityofapplicants
positive. With very little fanfare, the application processingduplicateapplications byclickingon the
was brought on-line at 10:00 AM on a Monday submit button morethan once. Both oftheseareas
morning. Within the first ten minutes ten persons have been addressed, and theenhanced systemwill
had applied on-line and applications continued at be re-released in the fall so applicants will be able
the rate of one per minute for an hour and a half. to applyforall civil serviceexamsoverthe Internet.
Overthecourseoftheenrollmentperiod from April HRDwill alsobeprovidinga greatdeal ofadditional
1 to May 10'\ almost 1 7,000applicantsapplied for civil service information and services on its newly
theexam, and exactly 50%oftheapplicantsapplied redesigned web site as we continue to use the web
on-line. to provide better services to clients and streamline
its business processes.
10 Intormarion Icchnology Bulletin, Summer2002 Vol. 8 No. i