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GoingMobileinIllinois:Stateagenciesdevelopmobileplatformstoimproveservicesforall
Summary
TheStateofIllinoishasbeenmodernizing,streamlining,andtransformingitstechnology.Previously,thestate’ssystemshadbeenantiquated,inefficient,andnon-productivelysiloed.
ThetransformationisbuiltontheIllinoisFIRSTITstrategy:Fast,Innovative,Responsive,Smarter,Technologydeployment.IllinoisFIRSTisfoundedonestablishingaborderlesscultureforITacrossthestate,makingtheeffortthroughaseriesof75-daysprintswiththepremiseofrunningITasabusiness.
Thejourneyisbuiltonfourkeyfoundationalpillars:usingacommonback-officeenterpriseERPsystem,transformingthebusinessofIT,establishingstatewidedataanalyticspractice,andgoingmobileinIllinois.Theinitialresultsofthestrategyhavebeenoverwhelminglypositiveforthestate.TheMobileFIRSTinitiative,launchedinearly2016,hasparticularlyexceededexpectations.
Toservethegrowingnumberofpeople“goingmobile”indailylife,theDoITteaminconjunctionwithagencyleadershipteamsacrossthe(7)servicesdeliververticalsstrategizedthebestwaystohelpstateagenciesbecome“mobileenabled,”servingcitizens,businesses,visitorsandemployeesalikethroughmobiledevices.DoITreleaseditsfirstfourmobileappsin2016.Withascaleddevelopmentstrategyinplace,thegoaltoworkwithagenciestoreleaseonemobileenablingsolutionpermonthwasachievedmorethantwiceoverinthetimethatfollowed.Sincetheinitialfourappswerelaunched,thestatehasreleased38additionalappsservinghealthandhumanservices,publicsafety,regulationandcompliance,employmentservices,education,environmentalservicesandeconomicdevelopment.
Withtherapidadoptionofnewmobileappsacrossthestate,theMobileFIRSTapproachleadtothereleaseoftheIllinoisFIRSTapp,whichhostsaccesstoallcurrentapps,portalsandplatformsprovidedbythestateofIllinois.Throughtheapp,userscaneasilysearchforavailableIllinoismobileservices,andsubscribetoreceiveupdateswhennewservicestheyneedbecomeavailable.Thisachievesboththemobileinitiative’sgoalofimprovingstateservicedeliveryandtheoverallIllinoisFIRSTgoalofmakingstatesystemsseamlessandinteroperable.
FurtherachievementsofMobileFIRSTincludedmaking87%ofIllinoiswebsitesmobileresponsive,includingIllinois.gov,andimplementingaframeworktoguideagenciesthroughdevelopingmobileappsusingtheMobileInnovationCenterresourcesinitially,thentheirownforfinalversions.Theinitiativehasmadegreatprogresssincethebeginningof2016.
• Citizen interaction points that are mobile enabled has risen from 1% to 32% • Number of licenses being renewed online and via a mobile device has risen from 3% to
22% • Number of state workers using mobile applications for their every day jobs has now
increased to 20%. Problem
WhenIllinoisFIRSTbegan,anunprecedentednumberofpeopleusedmobiledevices,ratherthanPCsorothersources,astheirmainmeansofcommunicationandresearch.ButmostIllinoisagenciesdidnotoffermobileplatforms,services,orportalsorprovidedtheminlimitedfashion.Infact,atthestartofthatyear,only1%ofthestate’spotentialmobileinteractionpointswereenabled,andfewsystemswereinplacetobuildtechnologytoincreasethatcoverage.DoIT,workingastheserviceproviderforIllinoisagencies,recognizedthatbecoming“mobileenabled”wascrucialtoservingstatecitizens,visitorsandemployees.Beforemobileenablingtookplace,theseuserswouldbefrustratedbytheextrastepsrequired,inperson,online,orviatraditionalmailtoaccessastateserviceorfunctionthattheycouldhaveinstantlyaccessedontheirphonesorothermobiledevices.
Analysis
TheStateofIllinoisteamaddressedthisproblembothintheshortterm,bystartingtodeveloprelevantmobileplatformsforvariousagencies,andinthelongterm,byempoweringagenciestolaunchandmaintainmobilesolutionsforthemselves.Settingagoalofonemobilesolutionreleasepermonth,theprojectteamfocusedonchallengesfacedbyafewspecificagencies,thenassessedmethodstoscalesolutionsforabroaderrangeofagencies.Theyimplementedacommonsecuritysystem,mobiledevicemanagementsystemandhostingplatform,butleftmoregranulardevelopmentslargelytoagenciesthemselves.Eventually,theprocessofprovidinginitialleantrainingtoagencieswhilelettingthemsteerthemobiledevelopmentprovedtobealow-cost,high-yieldapproach.
Solution
InAugust2016,DoITofficiallyreleasedfourmobilesolutions.Allarestillfunctioning,andDoIThassincehelpedlaunchover30moremobileenablingoptionsforvariousagencies.
Throughout2016and2017,DoIT’sstrategyforhelpingstateagenciesdevelop,release,andmaintainmobilesolutionsprovedsuccessful.Itcontinuedtogainmomentum.
DoITStrategy:HelpingStateAgenciesCreateMobileSolutionsPreparations
Impact
Bymid-2017,DoIT’sstrategytogrowmobilecoverageshowedsignificantresults.
GoalsforGoingMobileinIllinois AchievedbyJune2017Release1solutionpermonthfromAugust2016(16total)
Averageof4.6solutionsreleasedpermonth(39total)
Increasemobilecoveragefrom1%to80%
Increasedcoverageto32%
Theincreasedmobilecoverageshoweditsintendedimpact:improvingtheIllinoisgovernment’sdeliveryofservices,especiallytocitizens.Resultsrangefromanappthathelpsout-of-statevisitorslearnabouthistoricalsitesofinterest,toaprogramthatissuesmobilephonestoDCFSemployeessotheycanaccuratelyrecordhomevisitsandensuretheirassignedchildrenaresafe.
DoIT’smobilereleasesinApril2017,Illinois.govandIllinoisFIRST,bothsynthesizedexistingdigitalservices.Illinois.govnowincludesamobile-optimizedportalthatliststhewebsitesforall88Illinoisstate
Ideation
•Agencydefinesmobilesolutionneeds&budget•DoIT designsamockupofpotentialsolution,basedonknowledgeofenterprisetechnologies
Development
•DoITcollaborateswithAgencythrough"lean"mobiletraining•Agency usesDoIT,in-house&outsideresourcestocreatemobilesolution
Launch
•Agency releasessolutionindependently
Stateemployeesreceive
techupdates
Attendeesfindvendors&attractions
Students&parentsaccesscollege
choice&financialaidtools
Usersfindstateservicesviamobile
locationtools
agencies.Itactsasaneasy-to-checkdirectoryforanyonewithaphonewhoislookingforservices.IllinoisFIRSTisamobileappthatprovidesalistofotheravailablestateappsandmobileservices.
Noted“GoingMobileinIllinois”Successes:
MobileEnabledLicensingContinuestoExpandatDFPR
THeDepartmentofFinancialandProfessionalRegulation(DFPR)announcedNursingasthelatestintheirmobileenabledonlinelicenseofferings.DFPRisontargettohave75percentofnewlicensesavailableonlinebytheendofJune.Theagencyoverseesmorethan200licensingcategoriesforbusinessesandresidentsinIllinois.Moreontheirmobileenabledonlinelicensingcanfoundhere.
NewLookforStateFireMarshall
TheIllinoisStateFireMarshall(SFM)launchedtheirnewmobileenabledwebsite.Thedevelopmentfocusedonanewdesignandfeaturesthatmakeiteasyforuserstonavigate,includingdynamicallydrivenlistingsofthemostfrequentlyusedformsandapplications.
IllinoisDepartmentofAgricultureModernizesEggInspections
TheIllinoisDepartmentofAgriculture'sEggInspectionProgramrecentlyusedtechnologytoimprovetheinspectionprocessfordaytodayregulatoryfunctions.Priortothefallof2015,theprogramhadbeenusinganoutdated,largelypaper-basedsystem.Theprogramnowusesanewmobileweb-basedsystemthatallowsfordatatobeupdatedandaccessibleinrealtime.
MobileCaseManagementBringingBenefitstoDCFS
DCFShasbeenusingmobiletechnologyforoverayearandthenewsystemisshowingimpressiveresults,includingtheabilitytonowcompletecriticaltasksindaysratherthanweeks.Themobileappisdeployedtonearly1,000DCFSfrontlineinvestigators,caseworkersandsupervisors.Futureplansincluderollingouttheapptoprivateagencycaseworkerstoachievefullintegration.
‘ExperienceHistory’withIHPA’sInnovativeMobileApp
TheIllinoisHistoricPreservationAgency(IHPA)isannouncingthereleaseoftheirnewmobileappknownas‘ExperienceHistory’.Theappbringshistoryalivewithpicturesandinformation,makingiteasiertolearnabouthistoricsitesinIllinois.Additionally,‘ExperienceHistory’isthefirstapptointegratemobilepaymentfunctionalitythroughtheE-PayProgram,whichDoITwillbeincludinginotherstatessitesinthefuture.
IEMALaunchesNewVersionofWebEOC
TheteamatIEMArecentlylaunchedthelatestmobilefriendlyversionoftheWebEOC(EmergencyOperationsCenter)tooltosupportthemissionofcrisismanagement,publicsafetyandemergencyresponsepersonnel.Thenewapplicationfeaturesafreshinterfaceforanimproved,customizablewebandmobileuse.DoIThelpedenabletheoperationsteamatIEMA’svisionandprovidedtrainingopportunitiestoensureuserreadinesspriortogoingliveonFebruary6.ThenewversionwillhelpmeetIEMA’sneedforimprovingreal-timeinformation.
Improvements
Agoalof“GoingMobileinIllinois”istomobileenableallinteractionpointsbycitizens,businesses,visitorsandemployees.Agencieswhoprovidetheseserviceshavediverseneeds,resources,goals,and“customers”toconsider.Itisessentialforagencieswhoparticipatetoassessexactlywhatamobilesolutionshouldoffertheir“customers”.Theyshouldalsoidentifyspecificparametersthatmakethissolutionpossibletoachieve,ultimatelyindependently.Theseagenciesshouldsharetheirlearningswithotheragencies,sothemobilesolutionstrategycankeepgrowingfasterandmoreefficient.Finallyallentitiesinvolved,includingDoIT,cancontinuelearningfromenterprisemobilesolutions,implementingthebestpracticestheyseesucceedinbusinessfields.
ReferencesDoITGoingMobileinIllinois:StrategyoverviewandflagshipmobilesolutionsDoITMobileNews:VideoandfurthermaterialDoITDigest:Updatesfromthenews“TransformationJourneyinIllinois”:CIOReviewarticle,April2017NationalAssociationofStateCIOs,AppCatalog:Browseappssubmittedbyotherstates;exploreothermobileinitiatives