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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