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N E T WO R K M A N AGE R R E P O RT APRIL 2009 SUBMITTED BY Sloane Wright, General Manager Alabama Interactive Page 1 of 13 5/12/2009 NETWORK MANAGER REPORT APRIL 2009 OVERVIEW Operations April 15th brought an end to the majority of this year’s tax filing season. With applications servicing both corporate and individual taxes, Alabama Interactive stayed busy processing transactions for the Department of Revenue (ADOR). During the month of April, AI completed two new agency applications and six change management updates. Highlights for the month include: • Alabama Interactive attended board meetings for the Alabama Board of Massage Therapy and the Alabama Board of Licensure for Professional Geologists to demonstrate how their renewal applications would be created and showed several different options for continuing education functions. • The Inmate Canteen Deposit System for the Alabama Department of Corrections has processed nearly 50 transactions with over $2,000 deposited into inmates’ accounts during its first month of production. We anticipate an increase in volume due to the marketing campaign AI put together for the Department. • Year to date the license renewal application for the Board of Cosmetology has experienced an adoption rate of approximately 39%. AI looks forward to increasing this percentage as the year progresses. • Alabama Interactive launched an Initial License Application with the Alabama Board of Respiratory Therapy. This service allows qualified individuals to apply for their Respiratory Therapy license online. • Alabama Interactive was contacted by the Alabama Department of Environmental Management (ADEM) to create a merchant service application for two of the department’s existing services. ADEM currently sends out over 3,500 invoices for their underground storage tank inspections and bacterial drinking water testing. Through the new system, constituents would be able to pay these invoices online rather than ADEM processing over 3,500 paper checks. • The Alabama State Board of Social Work Examiners License renewal application experienced a 42% increase from April 2008. This application allows Social Work Examiners to renew their license online. • In April, Alabama Interactive completed and launched its Subscriber Center, which allows subscribers to manage accounts, update billing information and much more. The Subscriber Center also assists potential subscribers through the set up process. Alabama Interactive Page 2 of 13 5/12/2009 Marketing In correlation with the Inmate Banking Deposit System “User Guide Packages,” distributed in March, the marketing team also produced an interactive compact disk which contained the informational flyer and press release outlining the system. This disk was sent to 18 television stations throughout the state to increase awareness of the newly launched system. In upcoming months, AI plans to continue using high impact marketing strategies similar to those implemented for the Inmate Banking Deposit System. In April, the marketing team focused on adding Meta tags within the code of new and existing applications. Meta tags provide specific data about each application and are typically used to specify the page description, keywords, last modified, etc. These tags are an important marketing tool, as many search engines use Meta tags when they build their search indices. Having the appropriate tags within the code of an application can heighten the application’s popularity based on the users search criteria. Customer Service April was a busy month for the customer service team as the primary tax year came to a close. The bulk of phone calls, chats, and emails were received mid-month with questions regarding the automatic 6 month extension granted by the Alabama Department of Revenue. In addition to the automatic extension questions, the team answered a number of calls and emails from citizens who waited until April 15th to file or pay their 2008 taxes. The customer service team also illustrated how service goes above and beyond a simple answer or referral to a state agency. After having difficulty printing his hunting and fishing license, Joseph McDaniel from Dothan, AL contacted AI’s customer service team via email for help. Our customer service representative contacted Mr. McDaniel by phone to navigate him though the process. Mr. McDaniel quickly responded to the representative saying, “Thanks again for your help in printing my previously purchased hunt/fish license on-line. I do not have the best vision in the world and I could not tell the color change indicating a hyperlink.” The team also received an email from a constituent in St. Louis, Missouri after assisting her with a UCC subscription. She replied “Thank you…to all those who go above and beyond any day.” Development The Alabama Interactive Dev-Share team has been diligently working on version 7 of alabama.gov and is looking forward to its launch in June. During the development process of the new portal, the team has continually focused on ways to incorporate web 2.0 options. Web 2.0 refers to a second generation of web development and design, which facilitates secure information sharing and collaboration on the World Wide Web. The development team held two meetings in April with similar agendas. A common topic in both meetings was the network file system (NFS) migration which took place at the end of the month. The NSF migration will include an update to the existing file structure and a system move to updated hardware. During the second meeting, the team completed a code review of the Alabama Home Builders Licensure Board, Expired License application to comply with the Sarbanes-Oxley Act (SOX). Furthermore, with the addition of new development staff in previous months, the PERL to Java code move has progressed rapidly. Alabama Interactive Page 3 of 13 5/12/2009 PROJECT REPORT Completed New Applications for 2009 Agency Application Description Date Completed Alabama State Board of Social Work Examiners Exam Registration Allows approved candidates to re-take the social work licensing exam 01/05/2009 Alabama Real Estate Commission New Course Registration Allows instructors to submit courses online for approval 01/06/2009 Alabama Department of Revenue Abandon Vehicles Title Search Allows subscribers to locate last known lien holder of an abandoned vehicle 02/27/2009 Alabama Department of Finance Alabama Stimulus Website Outlines the distribution of state stimulus funds 02/27/2009 Alabama Department of Conservation and Natural Resources Boat Registration Allows County Probate Offices to interface with the DCNR system online 03/02/2009 Alabama Real Estate Commission Approved Course Allows licenses to view the 03/05/2009 courses approved by Alabama Real Estate Commission Alabama Department of Revenue Merchant Services for ETAPS Provide Merchant Services for the ETAPS application through partnership with 3M 03/13/2009 Alabama Department of Corrections Inmate Banking Deposit System Allows for online deposits to the inmate’s canteen account 03/19/2009 Alabama Department of Education Merchant Service Provide merchant service for certificate renewals 03/23/2009 Alabama Board of Respiratory Therapy Initial License Application Allows users to apply for license online 04/02/2009 Alabama Board of Cosmetology Group Verification Allows users to have access to group verification online 04/28/2009 Alabama Interactive Page 4 of 13 5/12/2009 Completed Updates for 2009 Agency Application Alabama Department of Revenue IFTA/Trip and Fuel Made updates to existing application 01/20/2009 Alabama Real Estate Commission Certification Updates to existing application 01/27/2009 Alabama Electrical Contractors Board License Renewal Made updates to current statutory and late fees, receipt and database 01/30/2009 Alabama Department of Public Health EMT License Renewal Updates to export script, audit function and receipt confirmation 01/30/2009 Alabama Criminal Justice Information Center Background Checks Add option for bulk uploads and implement discounts for large searches performed by government officials 01/30/2009 Alabama Ethics Commission Lobbyist Registration Updates to intranet and data files 01/30/2009 Alabama Alcoholic Beverage Control Board Initial Application Update to collect previous license data on new applications 01/30/2009 Alabama Alcoholic Beverage Control Board Initial Application Update to exempt state agencies to be exempt from fees 02/17/2009 Alabama Department of Public Health Child Health Insurance Program Add additional buttons to application 02/20/2009 Alabama Department of Revenue Tax Extension Update form to remove particular applications from instructions 02/20/2009 Alabama Board of Mental Health and Mental Retardation Exam Application Updates to Certificates 02/26/2009 Alabama Department of Public Health EMS Renewals Allows facilities to renew numerous licenses with one payment 02/25/2009 Alabama Board of Interpreters and Transliterators Permit and License Renewals Updates to existing fees 02/27/2009 Alabama Interactive Description Page 5 of 13 Date Completed 5/12/2009 Alabama Department of Education Certification Requests Adding additional validation for social security number 02/27/2009 Alabama Department of Public Safety Merchant Service Update to field in Webservice 02/27/2009 Home Builders Licensure Board Initial Application Rewrite of existing application 03/01/2009 Alabama Real Estate Commission Initial Course Updates to existing applications 03/01/2009 Alabama Board of Continuing Education Professional Log Engineers and Land Surveyors Update to application used to 03/16/2009 log CE hours Alabama Real Estate Commission Updates to existing applications 03/19/2009 Alabama Board of License renewals Professional Engineers and Land Surveyors Update to renewal application to include continuing education hours from log 03/20/2009 Alabama Criminal Justice Information Center Criminal Histories Add notification of discount quantities 03/20/2009 Alabama Alcoholic Beverage Control Board Initial Application Allow county users to change 03/27/2009 license type Alabama Bar Association Sections Updates Updates to 2009 sections 04/01/2009 Alabama State Board of Social Work Examiners License Renewals Creation of intranet for license renewal 04/02/2009 Alabama Real Estate Commission Certifications Updates to existing applications 04/03/2009 Alabama Board of Education Merchant Service Updates to existing application 04/06/2009 Alabama Bar Association Annual Registration Update to 2009 conference registration 04/21/2009 Alabama Board of Cosmetology License Renewal Updates to existing application 04/30/2009 Alabama Interactive Course Renewal Page 6 of 13 5/12/2009 In Testing… Agency Application Description Alabama Department of Revenue Initial Business Privilege Tax Allows users to complete the initial privilege tax online This application is in agency testing. March 2009 Alabama Department of Public Health EMS Provider License Renewal Allows brick and motor buildings to renew licenses This application is in agency testing. May 2008 Alabama Board of Cosmetology Electronic Inspections Application Allows users to inspect facilities on site using mobile devices This application is in internal testing TBD Alabama Department of Public Health Child Health IVR Solution Allows users to make AllKids payment via phone This application is in agency testing April 2009 Alabama Secretary of State Corporation Certificate of Existence Allows users to purchase certificate of existence This application is in agency testing December 2008 Alabama Department of Revenue Auto Dealers License Renewal/ Initial Allows auto dealers to renew and apply for license online This application is in internal testing October 2008 Alabama Interactive Page 7 of 13 Status Target Date 5/12/2009 In Development . . . Agency Application Description Status Target Date Alabama Department of Corrections Shopping Cart Allows users to pay This application TBD for shopping cart is in development items Alabama Board of Examiners in Counseling License Renewal Allows users to renew licenses This application TBD is in development Alabama Board of Initial License Home Medical Equipment Services Providers Allows users to apply for license online This application July 2008 is in development Alabama Board of Court Reporting Initial License Allows users to pay This application for license online is in the preproject phase. October 2008 Alabama Real Estate Commission Pre/Post License Instructor Allows instructor to apply to teach online This application is in the pre project phase TBD Alabama Real Estate Commission New School Registration Allows instructor to register their school online This application is in the pre project phase TBD Alabama Secretary of State Corporate Name Reservation Allows corporations to reserve business names This application is in the preproject phase TBD Alabama Department of Labor, Elevator Division Merchant Service Application Provide Merchant Services to agency This application is in the preproject phase May 2009 Alabama Department of Labor, Boiler Division Merchant Service Application Provide Merchant Services to agency This application is in the preproject phase May 2009 Alabama Board of Licensure for Professional Geologists Professional Geologists License Renewal Allows licensed geologists to renew online This application is in the preproject phase June 2009 Alabama Board of Massage Therapy Massage Therapists License Renewal Allows licensed massage therapists to renew their license online This application is in the preproject phase June 2009 Alabama Interactive Page 8 of 13 5/12/2009 Alabama Social Work Examiners Board Initial License Application Allows users to apply for initial license online This application is in pre-project phase Alabama Manufactured Housing Commission Re-sale Decal Allows manufactured housing providers to apply for decals online This application May 2009 is in development Alabama Bar Association Shopping Cart Allows users to purchase BAR book online This application is in pre-project phase July 2009 Alabama Bar Association Exam Application Allows recent graduates to register for the BAR exam online This application is in pre-project phase September 2009 Alabama Electronic License Securities Board Renewal Allows current licensed installers to renew licenses online This application is in pre-project phase October 2009 Alabama Alcoholic Beverage Control Board Alcoholic Representative IDs Allows current ID holders to renew online This application is in pre-project phase September 2009 Alabama Department of Public Safety Accident Report Sales Update to existing application This application TBD is in development Alabama Department of Revenue Motor Vehicles, Form 04 Allows lien holder filings to be submitted online This application is in pre-project phase October 2008 Alabama Onsite Wastewater Board License Renewal Allows current licensees to renew online This application is in pre-project phase September 2009 Alabama Interactive Page 9 of 13 October 2009 5/12/2009 Scheduled Updates . . . Agency Application Description Status Alabama Department of Conservation and Natural Resources Magazine Update Allows citizens to pay for licenses, gifts, subscriptions at same time This application is in development January 2009 Alabama Criminal Justice Information Center (ACJIC) Limited Criminal Histories Adding sex offender registry data This application is in development TBD Alabama Farmer’s Market Shopping Cart Update to current shopping cart This application is in agency testing March 2009 Alabama Department of Conservation and Natural Resources Shopping Cart Update to current shopping cart This application is in agency testing April 2009 Alabama Department of Revenue Personalized Tag Reservations Rewrite application to allow for easier maintenance and streamline user interface This application is in development April 2009 Alabama State Motor Pool Online Reservation Rewrite of existing application This application is in development April 2009 Alabama State Board License of Chiropractic Renewals Examiners Updates to existing application for new year This application is in agency testing March 2009 Alabama Bar Association License Renewals Updates to existing application for new year This application is in the pre project phase August 2009 Alabama Department of Conservation and Natural Resources Phone Sales Updates to current screens This application is in the pre project phase April 2009 Home Builders Licensure Board Expired Applications Rewrite of existing application This application is in development March 2009 Updates to existing applications This application is in development March 2009 Alabama State Board Facility of Chiropractic Renewal and Examiners Initial License Alabama Interactive Page 10 of 13 Target Date 5/12/2009 Alabama Alcoholic Beverage Control Board License Renewal Updates to existing application This application is in development August 2009 Alabama Department of Conservation and Natural Resources Hunting and Updates to existing Fishing License applications Renewal This application is in the pre project phase September 2009 Alabama Department of Environmental Management Wastewater Renewal Re-write of existing application This application is in the pre project phase TBD Alabama Board of Registration for Foresters License Renewal Updates to existing application This application is in the pre project phase June 2009 Alabama Department of Conservation and Natural Resources License Renewal Updates to existing application This application is in development June 2009 Alabama Department of Conservation and Natural Resources Alligator Hunt Updates to existing application This application is in development June 2009 Alabama Board of Nursing Reinstatement Updates to existing application This application is in development March 2009 Alabama Department of Conservation and Natural Resources Intranet for Existing Application Updates to existing application This application is in development June 2009 Alabama Interactive Page 11 of 13 5/12/2009 SERVICE REQUESTS Service Request #204 Alabama Department of Revenue – Unclaimed Vehicle Report Alabama Interactive requests and recommends this service for the Alabama Department of Revenue is added to the network. The online application will be a subscription service and will be developed at no cost to the department. Service Request #205 Alabama Department of Environmental Management – Merchant Service Alabama Interactive requests and recommends this service for the Alabama Department of Environmental Management is added to the network. The online application will be transaction fee based and will be developed at no cost to the department. Alabama Interactive Page 12 of 13 5/12/2009 MONTH IN REVIEW Total April AI Network Transactions: 466,216 Average Successful Request per Day: 15,541 Total April alabama.gov Visitors: 273,300 Total April alabama.gov Page Views: 1,271,682 Total April alabama.gov Chats or Offline Messages from Live Help: 796 OPERATIONS & ADMINISTRATION Alabama Interactive kicked off the second quarter much like we closed the first, launching a total of 2 new applications and 6 updates to current applications. In April, AI has been diligently working to complete the testing version of the 7th redesign of alabama.gov. The site will be available in the coming weeks for review and testing by the board. OTHER BUSINESS/IN CLOSING In closing, April brought an end to a very busy month and tax season. We look forward to completing version 7 of the portal and being a strong contender for the Best of Web competition. As always, your advice and support are appreciated. Please feel free to call on me with any questions or comments. I can be reached at 334-261-1989, or email at sloane@alabamainteractive.org Respectfully Submitted, Sloane Wright Alabama Interactive Page 13 of 13 5/12/2009