ACCESS HAWAII COMMITTEE (AHC) Hawaii Information Consortium, LLC

ACCESS HAWAII COMMITTEE (AHC) Hawaii Information Consortium, LLC

ACCESS HAWAII COMMITTEE (AHC) Hawaii Information Consortium, LLC (HIC) General Managers Report March 2, 2017 HIC GM Report 03/02/2016 AHC Meeting Highlight 2016 Program Recap Launched 15 new services Launched 21 upgrades Continued to strengthen partnership with ETS Met regularly with Portal Program Manager and SPO to align processes and expectations Continued to support DOTAX despite loss of services HIC GM Report 03/02/2016 AHC Meeting Highlight 2016 Customer Service Recap HIC CS Staff: 3.5 FTE Handled 78,421 inquiries Phone ~31,697 (40%) Chat ~26,427 (34%) Email ~19,044 (24%)

10% increase over 2015 47% volume increase since 2013 62 new applications and 76 updates since 2013 HIC GM Report 03/02/2017 AHC Meeting Executive Summary 33 projects currently in active design, development, or testing phases New services launched recently Judiciary Hawaii Courts mobile app (1/17/17) Judiciary Appellate Court Judge Evaluation (2/14/17) Upgraded services launched recently DLIR HIOSH Elevator Collections Module DLNR BOC Upgrade and Fee Increase Judiciary eBench Warrants: addition of Circuit Court and Family Court criminal warrants HIC GM Report 03/02/2016 AHC Meeting Highlight Judiciary Hawaii Courts Mobile App Available in Google Play and Apple iTunes stores January 17, 2017 Allows users to find court records, locate a court near you, find court forms, and pay fines Easy to use interface for any mobile device HIC GM Report 03/02/2016 AHC Meeting Highlight HIOSH Elevator

Collections Completed and launched Collections Module in January 2017 Allows staff to easily generate past due invoices and collections letter Next module planned for completion in Q2 Shutdown of legacy system in Q2 HIC GM Report 03/02/2016 AHC Meeting Highlight Judiciary eBench Warrants Originally launched in March 2009 Upgraded Jan 2017 to include Circuit Court and Family Court criminal warrants Warrant information is available to law enforcement and secure users 24/7 HIC GM Report 03/02/2017 AHC Meeting Signed SOWs Agency Document Title Funding Type Signed Date

County of Hawaii Department of Parks and Recreation Online Permitting and Payment Processing Services Statement of Work (SOW) Amendment I Self-funded 12/16/16 Judiciary Planning and Program Evaluation Online Judge Evaluations SOW Free 1/26/17 (additional county signature) 2/2/17 HIC GM Report 03/02/2017 AHC Meeting SOWs for Approval Agency Document Title Funding Type DOH OHCA Medical Marijuana T&M Dispensary & Patient Registry Systems Interface SOW DOH SAPB Medical Marijuana Registry SOW Amendment 2

T&M ETS 2017 ACA Automation Support SOW T&M DCCA Insurance Insurance Licensee Self-Service SOW Self-funded HIC GM Report 03/02/2017 AHC Meeting Financials Consolidated Balance Sheet Hawaii Information Consortium, LLC -Unaudited report 12/31/2016 Assets $6,044,129 Liabilities $5,060,121 Shareholder Equity $ 984,008 Total Liabilities & Shareholder Equity $6,044,129 Income Statement Hawaii Information Consortium, LLC -Unaudited report October Novembe r Decembe r Rolling 3 Month Revenues $782,200

$703,729 $695,484 $2,181,413 Cost of portal revenues $708,652 $663,243 $672,686 $2,044,581 Income (Loss) before income taxes $73,548 $40,486 $22,798 $136,832 Income tax (benefit) expense $28,802 $15,853 $8,928 $53,583 Net income (loss) $44,746 $24,633 $13,870 $83,249 HIC GM Report 03/02/2017 AHC Meeting Key Contacts Name Title Phone Email Burt Ramos

General Manager (808) 695-4615 [email protected] Janet Pick Director of Portal Operations (808) 695-4625 [email protected] Zheng Fang Director of Development (808) 695-4617 [email protected] v Tony Tran Project Management Office Manager (808) 687-6228 [email protected] Emergency Help Line (808) 695-4627 Customer & Technical Support (808) 695-4620 [email protected] HIC GM Report 03/02/2017 AHC Meeting Appendix A: Press Releases Title URL Date Issued Hawaii Attorney General wins Best Government Mobile Application and Best Information Services Mobile Application

http://m.hi.gov/best 01/06/16 Hawaii Medical Marijuana Dispensary License Application Now Available Online http://m.hi.gov/ mjdispensary 01/14/16 First Quarter Hawaii Annual Business Reports Due http://m.hi.gov/ annual 01/15/16 Hawaii Department of Health Continues to Improve Vital Records Online Ordering System http://m.hi.gov/ vitalrecords 02/10/16 Hawaii Architects, Professional Engineers, Landscape Architects and Land Surveyors Can Now Renew Their Licenses Online http://m.hi.gov/ pvlrenewal 03/10/16 Second Quarter Hawaii Annual Business Reports Due http://m.hi.gov/ 2016annuals 04/20/16 New Guard Employee Application Process Available Online at MyPVL http://m.hi.gov/ pvlguards 04/26/16 Hawaii Launches Online Heald Collect Transcript Ordering System http://m.hi.gov/1xq 08/16/16 Hawaii Contractors Are Urged to Renew Early Online at MyPVL

http://m.hi.gov/210 08/16/16 Online Absentee Ballot Delivery Honored for Excellence in Government by the Interactive Media Awards http://m.hi.gov/211 08/31/16 Hawaii Department of Health Receives 2016 Digital Government Achievement Award http://m.hi.gov/ vitrecdgaa 09/07/16 Fourth Quarter Hawaii Annual Business Reports Due http://m.hi.gov/22m 10/14/16 HIC GM Report 03/02/2017 AHC Meeting Press Releases Cont. Title URL Date Issued Circuit Court Criminal and Family Court Criminal Cases Now Available Online http:// www.courts.state.hi. us/ news_and_reports/ press_releases/ 2017/01/circuitcourt-criminal-andfamily-courtcriminal-cases-nowavailable-online 01/23/17 Hawaii State Judiciary Launches New Mobile App http:// www.courts.state.hi. us/ news_and_reports/ 2017/01/hawaiistate-judiciarylaunches-newmobile-app 01/25/17 HIC GM Report 03/02/2017 AHC Meeting

Appendix B: Conferences Attended Name Description Dates Attended American Association of Motor Vehicle Administrators Region IV Conference Jurisdictional attendees learn about the successes and challenges of others, share ideas, build relationships and discover the many products and services provided by industry partners. May 16-19, 2016 39th Annual International Association of Commercial Administrators (IACA) Conference The Annual Conference is IACAs marquee event for collaborating, sharing and developing best practices to improve filing office efficiencies. The focus of this conference was to prepare for the future of business registries. June 5-9, 2016 Hawaii Digital Government Summit Government Technologys passion is helping spread best practices and spurring innovation in the public sector. The Hawaii Digital Government Summit is designed to do just that. June 16, 2016 Governing Magazines Digital Government Achievement Awards The Department of Health was recognized nationally for its efforts on the Hawaii Vital Records Ordering and Tracking System to use technology to re-conceptualize, transform and digitize the way government agencies serve their customers. September 28, 2016 State Procurement Office (SPO) Conference The State Procurement Office (SPO) hosted the

first annual Hawaii Procurement Conference. Geared as an education event, participants included guest speakers, vendors, state and county procurement and purchasing personnel. October 25, 2016 HIC GM Report 03/02/2017 AHC Meeting Appendix C: 2016 New Websites Agency URL Date Launched Employees Retirement System ers.ehawaii.gov 01/26/16 Judiciary www.courts.state.hi.us 03/30/16 Hoisting Machine Operators Advisory Board hmoab.hawaii.gov 09/21/16 Hawaii State Public Library System librarieshawaii.org 10/06/16 HIC GM Report 03/02/2017 AHC Meeting Agency Appendix D: 2016 New Services Service Name URL Date Launched Department of Health (DOH) Office of Health Care Assurance (OHCA) Medical Marijuana

Dispensary Licensing Application mmjdisp.ehawaii.gov 01/11/16 Department of Land & Natural Resources (DLNR) Division of State Parks (DSP) Pavilion Day Use Permits camping.ehawaii.gov 01/19/16 Portal RSS Alerts rss-alerts.ehawaii.gov 02/16/16 Judiciary Policy & Planning Division District Court and Per Diem Judge Evaluation N/A 04/05/16 Department of Human Resources Development Affordable Care Act Conversion Service N/A 04/08/16 State Procurement Office (SPO) Surplus Public Auction sposurplusauction.ehawaii.go v 04/18/16 Department of Commerce & Consumer Affairs (DCCA) Professional Vocational Licensing (PVL)

PVL Initial Application pvl.ehawaii.gov/mypvl 04/25/16 Attorney General (AG) Tax & Charities Division Charity Retrievals agcharity.ehawaii.gov 04/28/16 City & County of Honolulu Police Department eBench Warrants Web Service private 05/17/16 Judiciary Policy & Planning Division Circuit Court and Per N/A 06/21/16 HIC GM Report 03/02/2017 AHC Meeting 2016 New Services Cont. Agency Service Name URL Date Launched DCCA Hawaii Post-Secondary Education Authorization Program (HPEAP) Online Transcript Ordering System hpeap.ehawaii.gov 08/08/16 Hawaii County Police Department

Firearms Permit PDF N/A 08/19/16 DLNR Division of Forestry & Wildlife (DOFAW) Trails Day Use Permits trails.ehawaii.gov 09/19/16 Department of Labor & Industrial Relations (DLIR) Hoisting Machine Operators Advisory Board (HMOAB) Certification Application hmoab.ehawaii.gov/cert 09/21/16 Budge & Finance EUTF EUTF Program Payments eutf.ehawaii.gov/eutfpay 11/03/16 HIC GM Report 03/02/2017 AHC Meeting Appendix E: 2016 Major Upgrades Agency Service Name URL Date Upgraded Department of Tax eFile dotax.ehawaii.gov/efile 01/04/16 DLNR DOFAW Na Ala Hele Trail & Access System

hawaiitrails.org 01/19/16 B&F Employees Retirement System (ERS) Self-service Benefits Portal ers.ehawaii.gov/member 01/26/16 Department of Business, Economic Development, & Tourism (DBEDT) High Technology Development Corporation (HTDC) QHTB 317 Form forms.ehawaii.gov/ view.php?id=19889 02/03/16 DLNR Division of Ocean Boating & Outdoor Recreation (DOBOR) BARS Vessel Management Tool dobor.ehawaii.gov 03/09/16 DLNR DOFAW Hunt Application System hunthawaii.ehawaii.gov 03/17/16 HIC eRecording erecording.ehawaii.gov 04/19/16 DLNR Division of Aquatic Resources (DAR)

Commercial Marine Licensing System dlnr.ehawaii.gov/cmls-public 06/27/16 DLNR Division of Aquatic Resources Commercial Marine License Fishing Reporting System dlnr.ehawaii.gov/cmls-fr 06/27/16 HIC GM Report 03/02/2017 AHC Meeting 2016 Major Upgrades Cont. Agency Service Name URL Date Upgraded Honolulu City Council Online Absentee Ballots System avb.ehawaii.gov 06/27/16 (Primary) 09/21/16 (General) DOTAX Hawaii Business Express - BB1 Filings hbe.ehawaii.gov 08/02/16 DLNR DOFAW Online Hunting License Applications hunting.ehawaii.gov 09/19/16 AG Hawaii Criminal Justice Data Center (HCJDC)

HIJIS Federated Query hijis.ehawaii.gov 09/21/16 County of Hawaii Mauna Kea Cabin Permits hawaiicounty.ehawaii.gov 12/01/16 Attorney General Online Notary notary.ehawaii.gov/notary 12/01/16 SPO HIePRO hiepro.ehawaii.gov 12/01/16 DLIR HIOSH Elevator Inspection & Permitting hiosh.ehawaii.gov 12/01/16 DCCA Annual Business Filings hbe.ehawaii.gov/annuals 12/29/16 DOTAX eFile dotax.ehawaii.gov/efile 12/31/16 DCCA BREG Hawaii Business Express (HBE) hbe.ehawaii.gov

12/31/16 HIC GM Report 03/02/2017 AHC Meeting Appendix F: Agreements Agency Service Document Signed Date DBEDT Community Based Economic Development (CBED) CBED Applications SOW Addendum 3 01/22/16 AG Tax & Charities Division Online Charity Registration System SOW Amendment 5 02/01/16 AG Tax & Charities Division Professional Solicitors Registration System SOW Amendment 2 02/01/16 DLNR Hunter Education Program Hunter Education Records Management & Online Registration System SOW Amendment 3 02/12/16 DLNR DAR Commercial Marine

Licensing System SOW Amendment 02/29/16 AG HCJDC Sex Offender Information Management System SOW Amendment 1 03/08/16 AG Tax & Charities Division Online Charity Registration System SOW Amendment 6 03/11/16 City & County of Honolulu Police Department eBench Warrants Interface SOW 04/01/16 DLIR Hawaii Occupational Safety & Health (HIOSH) Collections SOW 04/01/16 HSPLS Library Website Services SOW 04/04/16 HIC GM Report 03/02/2017 AHC Meeting Agreements Cont. Agency Service

Document Signed Date HSPLS N/A Service Level Agreement 04/05/16 B&F EUTF Participant Payment Processing SOW 04/20/16 DBEDT Energy Renewable Energy Projects Directory SOW Amendment 2 04/25/16 DLNR DOFAW Hunt Lottery Drawing System SOW 04/28/16 DOH Alcohol & Drug Abuse Division (ADAD) Clean and Sober Homes Registry SOW Amendment 1 05/03/16 DCCA HPEAP Online Transcript Ordering System SOW 05/16/16

Hawaii County Police Department Firearms Application PDF SOW 05/26/16 DLNR Hunter Education Program Instructor Resource Website SOW 06/08/16 Kauai County Police Department eBench Warrants Interface SOW 06/13/16 Hawaii County Police Department eBench Warrants Interface SOW 06/27/16 HSPLS Library Website Services SOW Amendment 1 06/30/16 HIC GM Report 03/02/2017 AHC Meeting Agreements Cont. Agency Service Document

Signed Date DLNR DOBOR Boating Accounts Receivable System SOW Amendment 8 07/27/16 DLNR Bureau of Conveyances (BOC) Online Payment Processing for Conveyance Records Document Search SOW Amendment 1 07/28/16 DOH STD/AIDS Prevention Branch (SAPB) Medical Marijuana Patient Registry System (APRN) SOW 07/29/16 Hawaii County Liquor Control Licensing and Permitting Application SOW 08/08/16 Hawaii County Mass Transit Agency Mobile Bus Application SOW 08/08/16 SPO Hawaii Awards and Notices Data System SOW

08/16/16 Office of Enterprise Technology Services (ETS) Consolidated Annual Financial Report Support for FY16 SOW 09/22/16 Hawaii Mass Transit Agency Mobile Bus Application SOW Amendment 1 10/28/16 Hawaii County Dept of Rec Online Permitting and Payment Processing Services SOW Amendment 1 12/16/16 HIC GM Report 03/02/2017 AHC Meeting Agreements Cont. Agency Service Document Signed Date Hawaii Dept of Parks and Rec Online Permitting and Payment Processing Services SOW 01/26/17 Judiciary Planning and Program Evaluation Online Judge Evaluations SOW

02/02/17 HIC GM Report 03/02/2017 AHC Meeting Appendix G: Unscheduled Downtime Time Duratio n Affected Sites Comment 04/04/16 at ~10:30AM ~12 min www.courts.state.hi.us New deployment of Judiciary website caused excessive memory usage. Moved website to new Virtual Machine. 04/14/16 at ~10:30AM ~50 min All Oracle Services High Oracle Process with low overall Central Processing Unit (CPU). 04/18/16 at ~9:41AM ~48 min All Oracle Services High IO on Oracle database server. 05/02/16 at ~8:10AM ~4 min All Oracle Services High Oracle Process with low overall CPU. 05/03/16 at ~9:29AM ~5 min

All Oracle Services High Oracle Process with low overall CPU. 05/04/16 at ~3:11AM ~5 min All Oracle Services High Oracle Process with low overall CPU. 05/04/16 at ~10:22AM ~6 min All Oracle Services High Oracle Process with low overall CPU. HIC GM Report 03/02/2017 AHC Meeting Unscheduled Downtime Cont. Time Duratio n Affected Sites Comment 07/07/16 at ~8:45AM ~ 5min All Oracle Services High Oracle Process with low overall CPU. 07/08/16 at ~2:45PM ~1h 20m All Oracle Services Intermittent outages. High Oracle Process with low overall CPU. Server had to be hard rebooted. 09/19/16 at ~8:40AM ~1h All Services

Not an outage, but slowness and perhaps intermittent inability for some public internet users to access some services. Network issues with other service provider connecting to mainland, not HIC. 10/13/16 at ~12:44AM ~5min All Oracle Services High Oracle Process with low overall CPU. 11/15/16 at ~11:00AM ~1hr invest.ehawaii.gov, www.htsb.org, hcjdcsymposium.ehawaii.gov , ahc.ehawaii.gov Database space issue on Amazon Web Service (AWS). 11/30/16 at ~ 11:44AM ~6min login.ehawaii.gov Application failed, restarted. HIC GM Report 03/02/2017 AHC Meeting Unscheduled Downtime Cont. Time Duratio n Affected Sites Comment 01/04/17 at ~10:12AM ~ 8min Intermittent All Oracle Services High Oracle Process with low overall CPU.

01/10/17 at ~11:14AM ~1h 40m Outage of hawaiitrails.org DNS record for hawaiitrails.org which was hosted by our corporate office not found; restored DNS record. 01/13/17 at ~10:53AM ~8min Intermittent All Oracle Services High Oracle Process with low overall CPU. HIC GM Report 03/02/2017 AHC Meeting Appendix H: 2016 Portal Analytics 9,180,540 sessions 3,333,405 users 57,356,863 Page views 6.25 Pages / Session 00:05:34 Avg. Session Duration 29.09% Bounce Rate * These numbers are for CY2016

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