IACA Merit Award Submission

Transcription

1 IACA Merit Award Submissin

2 Jurisdictin Name: State f Indiana Cntact Name: David Maxwell Cntact Title: INBiz Deputy Directr Mailing Address: 302 W. Washingtn Street Rm E-018 Indianaplis, IN Address: drmaxwell@ss.in.gv Telephne Number: IACA Merit Award 2

3 CONTENTS 01. Overview 02. Effectiveness 03. Originality 04. Significance & Transferability 05. Lessns Learned IACA Merit Award 3

4 INBiz Overview Believe in yurself. We d INBiz is a website where businesses can lgin with ne secure username and passwrd t d business with multiple areas f gvernment in the State f Indiana. The website ffers Secretary f State (SOS), Department f Wrkfrce Develpment (DWD), and Department f Revenue (DOR) Services. SOS INBiz services went live in April 2016, and DOR and DWD services went live in August, INBiz is pen t anyne wh wants t run a business in the State f Indiana. INBiz custmers include businesses f all sizes, registered agents, accunting and law firms. It can als handle many f the needs f sle prprietrs and general partners. Businesses can register with the Secretary f State s ffice, make changes t business registratin filing and pay annual filing fees, amng many ther activities. With the additin f the Department f Revenue, businesses can register, add a new lcatin, and add tax types t lcatins. Fr the Department f Wrkfrce Develpment, users can cnduct emplyer self-service activities thrugh INBiz, such as paying liabilities and filing quarterly reprts. INBiz links directly int the Department f Wrkfrce Develpment s current system, allwing businesses t d anything that is available nline tday. That's why we created INBiz, the state f Indiana's ne-stp resurce fr registering and managing yur business and ensuring it cmplies with state laws and regulatins. Frm registering yur business's name t filing required paperwrk, yu need g n further than INBiz.in.gv. IACA Merit Award 4

5 INBiz Strategy Aligning ur value bjective t ur strategic gals CUSTOMER EXPERIENCE AGENCY EFFECIENCY RISK MANAGEMENT GOAL Business fcused slutin that increases efficiency and reduces cmplexity fr the Hsier business cmmunity Business One Stp Experience Integrated Prcesses Acrss Agencies Clearer Requirements fr Business Access t Relevant Business Resurces Custmer Driven Prduct Delivery High Data Quality at Pint f Interface Align Agency Interactins Arund Custmer Prcesses Brad Self-Service Optins Business Security Assurance Security Vulnerability Management Maintainability f the Slutin Scalability f the Slutin Making Gals Reality IACA Merit Award 5 5

6 Crss-Agency Features Aligning ur value bjective t ur strategic gals Department f Revenue Business Registratin Manage BT-1 Tax Types Manage Tax Lcatins Department f Wrkfrce Develpment Emplyer Registratin Wage Reprting Liability Payments Indiana s One Stp Shp Secretary f State Business Frmatin Business Search Over 20 Filing Types Online Infrmatin Requests Prfessinal Licensing Agency Recent Vice f Custmer study determined business wners are eager t see Indiana Prfessinal Licensing Agency (IPLA) features in INBiz. SOS is currently wrking with IPLA t bring them int INBiz IACA Merit Award 6 6

7 Cre Features Putting the business wners first Single Sign-On Single, universal, and secure single sign-in thrugh One Indiana Access. Allws fr single, crss agency linked accunt management Cnslidated Dashbard Cnslidated dashbard view that includes crss-agency alerts, dcuments, annuncements, recent activities, and mre Shpping Cart Users can submit and pay fr multiple transactins at nce. Crprate saved accunt functins t allw fr expedited service prvider checkut Custmer Wrkflws Guide Me rules-based wrkflws fr ease-f-use prcessing between agency services IACA Merit Award 7 7

8 INBiz Website Screens Putting the business wners first Hme Page Business Search Dashbard Shpping Cart IACA Merit Award 8 8

9 Metrics Since G-Live IACA Merit Award 9 9

10 Metrics Since G-Live SOS Metrics Over 200K nline transactins 50K business frmatins Over 100K BERs DOR Metrics Over 9,000 linked businesses Over 7,000 tax registratins IACA Merit Award 10

11 Metrics Since G-Live SOS METRICS SINCE GO LIVE Sept 2016 Oct 2016 Nv 2016 Dec 2016 Jan 2017 Feb 2017 On-Line Transactins 94, , , , , ,680 Frmatins 17,905 22,929 23,444 26,728 30,351 36,316 Online Business Entity Reprts 52,737 64,072 69,954 79,949 89, ,132 DWD METRICS SINCE GO LIVE Sept 2016 Oct 2016 Nv 2016 Dec 2016 Jan 2017 Feb 2017 Linked Accunts New Accunts Accunts Nt Linked DOR METRICS SINCE GO-LIVE Sept 2016 Oct 2016 Nv 2016 Dec 2016 Jan 2017 Feb 2017 Registratins Submitted 594 1,626 2,175 3,088 4,105 7,266 Registratins Nt Cmpleted ,362 2,248 4,917 Registratins Pending Apprval Businesses Linked 455 1,351 2,654 3,795 5,031 8,839 IACA Merit Award 11 11

12 Metrics Since G-Live SOS Sept 2016 Oct 2016 Nv 2016 Dec 2016 Jan 2017 Feb 2017 Ttal Revenue $ 3,194,066 $ 3,899,833 $ 4,306,188 $ 4,966,814 $ 5,633,428 $ 6,995,482 DOR Sept 2016 Oct 2016 Nv 2016 Dec 2016 Jan 2017 Feb 2017 Ttal Payments $ 9,325 $ 24,650 $ 32,900 $ 45,450 $ 59,575 $ 107,025 IACA Merit Award 12 12

13 Metrics Since G-Live IACA Merit Award 13 13

14 Effectiveness Business wners need time t grw, and INBiz gives them back time. Julie Grice Chief Revenue Officer Indy Chamber INBiz: A Resurce fr New and Existing Businesses IACA Merit Award 14

15 Client Needs Custmer satisfactin surveys cnducted t determine if INBiz respnd t needs f clients Frm Nvember 2016 thrugh December 2016, an independently issued custmer satisfactin study was cnducted - surveying 800 INBiz site users. The data cllectin channel tk place nline thrugh a pp-up invitatin n the INBiz website. Site users were prvided the ptin f whether r nt t participate in the survey. Survey Objectives Quantify the value f INBiz expressed as time saved by users Assess verall user satisfactin; best parts f user experience and areas f imprvement Determine greatest user benefit(s) IACA Merit Award 15 15

16 Client Needs Custmer satisfactin surveys cnducted t determine if INBiz respnd t needs f clients 1 Primary Methd Befre INBiz Custmers were asked what was the primary methd used t cmplete their filings prir t INBiz. Nearly 60% f custmers used mail r individual agency websites prir t using INBiz. 2 Hw INBiz Cmpares Custmers were asked hw INBiz cmpares t methds used previusly. The highest respnse rate nted significant imprvement frm the frmer primary methd. 3 Greatest Benefit Custmers were asked what is the greatest benefit f INBiz prvided t them as a user. Clients nted INBiz saves time, is easy t navigate, and is a great single lcatin with access t multiple agencies. IACA Merit Award 16 16

17 Imprved Service Delivery Originality thrugh increased, custmer-fcused innvatins Easy View t Manage Yur Business Users experience significant imprvements in service delivery thrugh ease-f-use in navigatin, wrkflws, and end-t-end prcessing. IACA Merit Award 17 17

18 Imprved Service Delivery Originality thrugh increased, custmer-fcused innvatins Saved Payment Accunts Service prviders, such as registered agents, can use this ptin t setup r accept an invitatin t a saved payment credit card. This crprate accunt card can be used fr expedited checkuts by assciating ne card t many accunts, and paying fr multiple transactins. IACA Merit Award 18 18

19 Online Adptin Effectiveness measured thrugh nline adptin rates BER Online DFP Frmatins DLLC Frmatins BER Online Adptin Rate increased frm 87% in legacy system t 96% with INBiz. DFP Frmatin Online Adptin Rate increased frm 85% t 91% DLLC Frmatin Online Adptin Rate increased frm 89% t 93% IACA Merit Award 19 19

20 Imprved Cmpliance Ensuring ur clients remain cmpliant thrugh system imprvements Significant cmpliance increases thrugh INBiz system autmated reminder ntificatins t file Business Entity Reprts nline Increased Increase f 200% Business Entity Reprts filed Less than 2% f nline transactins nline in ne day rejected since INBiz launched Ttal N. f Online BERs Filed Feb-15 Feb-16 N. Diff % Diff % Decreased Rejected filings due t nncmpliance have decreased significantly since the intrductin f INBiz INBiz Daily Cllectin $38, $62, $23, % IACA Merit Award 20 20

21 Integrity f Public Recrd Ensuring the highest integrity f the public recrd 1 Increased Security Fr the first time, applicatin requires the user t lgin t perfrm actins that change a business recrd. 2 Business Alerts The applicatin sends alerts ntifying business wners f changes t their business recrd. 3 Imprved Search Functin INBiz prvides advanced search capabilities, which allws public users t lcate and access public recrds relating t a business, by Registered Agent Name, Principal Name, Incrpratr Name, Street Address, City r Zip Cde at n cst. IACA Merit Award 21 21

22 The Secretary f State wrked with the Indiana Legislature t make a visinary shift in 2011, amending the Indiana Cde cncerning state and lcal administratin. The Legislature selected SOS, DOR, and DWD based n cnstituent demand, because they represent the mst basic activities that a business must d t legally perate in the State f Indiana. Originality Champining innvatin Frm filing incrpratin papers with the Secretary f State, t registering t pay taxes with DOR, t filing quarterly reprts with DWD, the Legislature recgnized that making Hsier business wners lives easier meant making SOS, DWD, and DOR tls mre accessible and simplified. Champining Originality 1) INBiz shifts the State s view t a business wner needs fcused rather than State needs fcused mdel, centralizing respnsibility fr business registratin activities in a system wned by the Secretary f State. 2) INBiz was designed t be a living, evlving slutin. 3) The One Indiana Access single ID fr state business was implemented with the system and accepted by all f the participating agencies. Recently a Vice f Custmer study was dne t determine what state agencies business wners wuld like available n the prtal. The Indiana Prfessinal Licensing Agency was the mst requested respnse. The Secretary f State is currently wrking with the Prfessinal Licensing Agency t bring them n t INBiz IACA Merit Award 22

23 New Service Cncept One f the furthest reaching ne-stp slutins in state gvernment One-Stp Fcus INBiz is ne f the furthest reaching prgrams fr the One-Stp slutin in state gvernment. Beynd the cllabrative, crss-agency partnerships between SOS, DOR, DWD, and PLA, the State f Indiana s ne-stp resurce prvides a streamlined and expedited prcess fr end-users thrugh a single help desk, chesive user experience, and secure prtected data. IACA Merit Award 23 23

24 Imprved Service Delivery Originality thrugh increased, custmer-fcused innvatins Prtected Data Zne INBiz data resides in the threetiered prtected data zne the highest NIST cmpliant infrastructure making INBiz the mst secure state-hsted applicatin in Indiana Help Desk The INBiz Prgram has rlled ut a single client supprt help desk that remves the burden f tier ne care frm the agencies and gives the custmer a single pint f cntact Increased Online Services INBiz has increased nline fferings, infrmatin request types, filing types, and mre. Search capabilities have been enhanced fr the public Brand Management INBiz has partnered with marketing prfessinals t create a unified brand. All INBiz material is designed with custmer-centric branding and fcus IACA Merit Award 24 24

25 Imprved Service Delivery Originality thrugh increased, custmer-fcused innvatins 1 Increased Online Offerings Certificate f Facts; Cnversin Dmesticatin Charter Surrender Freign Frmatins & Amendments Restatements and Restatements with Amendments Ability t uplad custm attachments 2 Increased Search Capabilities Able t search by RA Able t search by Principal and Incrpratr Able t search by Address Able t search by entity type, status, r name type IACA Merit Award 25 25

26 New Service Cncept Custmer satisfactin surveys cnducted t determine if INBiz respnd t needs f clients Technlgical Innvatin Custmers were asked hw strngly des INBiz Supprt the State s desire t be recgnized fr Technlgical Innvatin. The vast majrity f survey respnders said INBiz very much supprts the State s recgnitin f technlgical innvatin. IACA Merit Award 26 26

27 Significance & Transferability Addressing the Issues INBiz makes substantial prgress in diminishing the cmplexities f interacting with the State f Indiana by prviding: A simple and efficient custmer experience A ne-stp resurce fr registering and managing yur business with multiple state agencies. A safe and secure envirnment INBiz will prvide significant imprvement ver time as additinal services are nbarded. The cmplexities f ensuring that ne s business maintains cmpliance with gvernmental agencies is an issue that plagues mst jurisdictins. INBiz can serve as a mdel fr any jurisdictin lking t prvide an enhanced interactin t its cnstituents. The INBiz platfrm can be implemented thrughut all levels f gvernment, including state, cunty, and municipal helping t imprve business cmpliance. IACA Merit Award 27

28 Unexpected Issues: Cmplexities relating t the implementatin f the Prtected Data Zne caused prject delays. Amunt f time needed t review requirements dcumentatin. Lessns Learned Rad t Implementatin What wuld yu d differently? Imprved requirements dcumentatin Additinal testing Valuable Advice: Statutry mandate and executive level supprt was key in ensuring INBiz success Engage all key stakehlders at prject initiatin t ensure buy-in Create an verall implementatin radmap. Identify all key resurces t be invlved fr different levels f prject develpment Use an experienced quality assurance/testing vendr IACA Merit Award 28

29 Implementatin The rad map t implementatin f INBiz SOS Initial Launch INBiz g-live with SOS Online services nly. Implemented in-huse tl with real-time shared database DOR & DWD INBiz nline services expanded t include DOR and DWD features. True One-Stp experience GOOD GREAT UCC & Trademark INBiz Online SOS services expanding t include UCC Filings & Searches, Trademark Registratins & Renewals IPLA INBiz nline expanding t include PLA full licensing services and real estate license transfer services DWD Pt. 2 Additinal DWD services linked thrugh INBiz: Indiana Career Cnnect, New Hire Reprting, ewotc IACA Merit Award 29 29

30 INBiz Agency Partners IACA Merit Award 30 30

31 INBiz Vendr Partners IACA Merit Award 31 31