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