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EA Status of E-Government

The scope of the EA Domain Team for E-Government includes four components:

  1. E-Services
  2. Electronic Payments
  3. E-Services 24x7 Customer Support
  4. ND Portal

1. E-Services

Current State:

  • Some agencies provide on-line services via Hypertext Markup Language (HTML) and IVR applications
  • Multiple user authentication methodologies are being used
  • Some on-line services provide self-registration to establish a customer profile
  • Some applications share user authentication profiles
  • Some user authentication profiles are only used by one application
  • User authentication profiles are administered centrally or by individual agencies
  • Customers are asking for more on-line services
  • Many agency website are informational only, no business applications available
  • Current E-Business applications are well received

Future State:

  • Government services will be provided electronically where it is feasible to do so

Gap Analysis:

  • Develop a matrix for evaluating services
  • Recommend that agencies inventory the services they provide
  • Evaluate these services to determine if they should be e-services
  • Identify the services customers are looking for
  • Identify opportunities for common/shared services
  • Document benefits of e-services
  • Evaluate combining of services
  • Identify potential services (new things)
  • Market success to other agencies

2. Electronic Payments

Current State:

  • Most agencies do not accept all credit card types
  • Some agencies accept credit cards through 3rd party
  • Some agencies use a 3rd party to collect the funds
  • Some agencies use Bank of North Dakota (BND) to collect funds (BND is hosting merchant accounts)
  • Some agencies cannot accept credit cards by statute
  • Some agencies are accepting credit card and ach credits/debits today
  • Most agencies use interdepartmental transfer via Office of Management and Budget (OMB) Statewide Accounting Management Information System (SAMIS) system
  • Some agencies accept Automated Clearing House (ACH) payments through telephone

Future State:

  • All agencies accepting payments will use and accept electronic payments through common processes.

Gap Analysis:

  • Inventory all current processes
  • Identify ‘common' processes
  • Identify methods with the pro's and con's for each. Identify methods acceptable to the state
  • Identify potential standards

3. E-Services 24x7 Customer Support

Current State:

  • Normal business hours are 8 a.m. to 5 p.m.
  • Clustered application server environment at ITD for SilverStream and WebSphere provide 24x7 availability
  • Sitescope - monitoring ITD servers for 24x7 uptime, logging incidents, and paging on-call staff after-hours
  • People can submit issues via e-mail 24x7
  • Answered the next business day if submitted after normal business hours
  • Some agencies are providing application specific help during normal business hours
  • Some applications provide Frequently Asked Questions (FAQ) or other on-line help
  • Integrated Voice Response (IVR) application available 24x7
  • Kiosk available at limited locations
  • Some agencies have on call staff to assist after normal business hours
  • Relies on statewide network availability

Future State:

  • Customers will be able to do business with the state at anytime, including assistance, if needed. The architecture for these systems will be designed for high availability.

Gap Analysis:

  • Define what 24x7 is. What level of help will be provided?  What resources are required?
  • Identify services that need 24x7
  • Of those service identify the ones that are not 24x7 today
  • Determine what it will take to make those services that require 24x7 available 24x7
  • Identify and document how questions about services are answered today
  • Identify opportunities for sharing resources
  • Determine resource (people) requirements
  • Identify acceptable methods for support (email, phone, chat)
  • Identify potential standards
  • Define maintenance schedules, notification procedures

4. ND Portal

Current State:

  • Static Discovernd.com portal with no personalization or customization
  • Agencies have their own websites/portals
  • Some agencies have customization on their website
  • Some agencies are utilizing State of North Dakota Login ID to provide common sign-on to applications
  • The delivery of content via html and IVR applications
  • List serves are being used to push information to customers
  • The process for updating content on the portal is done by ITD through a work request
  • Some agencies provide electronic signatures through user authentication methodologies via directories or third party providers

Future State:

  • Customers will access state government through one commonly known website that is personalized and customizable to provide information directly related to them. An example of personalization may include time sensitive information such as license renewals.
  • Each registered customer will have a profile. This profile will include a method for agencies to use in recognizing a common digital signature across the portal. Registered customers will have secure access to their online profile. An individual's profile may include additional features such as a digital signature as proof of identity. This profile will be used across the enterprise.
  • Presentation of information contained in the portal will be device independent. Information and services will be tested for usability.
  • Agencies will provide and maintain content within the enterprise portal. Methods will be provided to make this process quick and easy.

Gap Analysis:

  • ND Portal; define what this is and what it will be
  • Identify requirements
  • Research portal products
  • Evaluate products
  • Market to agencies
  • Identify potential standards

Related Service

 

What Our Customers Are Saying

Awesome and very timely experience.

City Government
September 4, 2014
 
 

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