IN.Gov PORTAL REPORT: INDIANA

IN.gov PORTAL REPORT

August 2016

INDIANA: REVENUE/NON-REVENUE GENERATING SERVICE DEPLOYMENTS List all revenue/non-revenue generating services launched this month. AGENCY APPLICATION DESCRIPTION TO/CO/SOW Actual Target Deployment Deployment Date Date CHE CHE refunds paymentCHE requested a payment processing 08/09/16 08/09/16 application tool to accept refunds for any unused funds. OTC was set up to accept payments. FSSA Consumer Portal II added enhancements to the 08/22/16 08/30/16 Consumer Portal including an Assessment/Help Me Guide and the Programs Page. The application will be optimized for desktop, tablet and mobile, which will provide an innovative user-interface to easily match services with various user types. The assessment results will assist users in figuring out which services will best fit their needs. FSSA Carefinder II deployed a major redesign to the 08/22/16 08/30/16 Carefinder application. This application is used by citizens to find childcare facilities throughout the state. The new application includes mapping technology and mobile friendly environment. The inclusion of this application into the Consumer Portal allows the user a central location to check both childcare and medical providers. http://www.in.gov/fssa/childcarefinder/ BMV License Plate Voting II deployed a new application allowing 08/04/2016 08/04/2016 Application BMV to collect public votes for the next Indiana license plate, replacing the current bicentennial plate. The application deployment coincided with the start of the Indiana State Fair on October 5th. An authenticated version of the voting application was deployed for use on mobile devices including iPads that BMV utilized to collect votes it its booth at the State Fair.

IN.gov PORTAL REPORT: INDIANA

INDIANA: WEBSITE DEPLOYMENTS List all websites deployed this month. AGENCY WEBSITE DESCRIPTION TO/CO/SO Actual W Target Deployment Deployment Date Date II successfully deployed the IN Association of Historians (IAH) subsite as a part of the IHB website. The subsite was the final step in bringing the management of IAH IN Association of Historians IHB under IHB. It kept all of the 08/23/16 08/23/16 Subsite branding of IHB, but with separate content and billboards specific to the IAH mission. The project was covered as a baseline cost under the portal fund.

INDIANA: Quarterly Applications and Websites Q1 Q2 Q3 Q4 Deployed Chart Total # revenue applications deployed A 0 5 2 (New self-funded applications only) Total # non-revenue applications/websites deployed B 8 3 6 (New applications/websites that are not self-funded) Total # of applications and websites deployed C 0 1 0 (Total of A and B) Total # of revenue application or website enhancements D 8 7 1 (Self-funded change orders only) Total # of non-revenue application or website enhancements E 4 12 1 (Application/website change order that are not self- funded) Total # of application functional upgrades deployed F 1 2 1 (Technology Refresh/Rewrite) Total # of mobile websites/applications deployed G 1 2 0 (New and CO projects that are responsive) H Small Project (Under $50,000) 14 23 7 I Medium Project (Between $50,000 - $100,000) 3 0 1 J Large Project (Over $100,000) 1 2 2 [These can’t be totaled since some items are counted No No No No twice] Tota Tota Tota Tota l l l l

List each application to be counted, identify with the corresponding A-F and place an “X” in the quarter that it will be counted in. Add rows as necessary. Identify A- INDIANA: Quarterly Applications and Q1 Q2 Q3 Q4 J Websites Deployed Chart ISDH Vital Records X D/H

D/H DOR BT1 X B/H DOR Oracle Load Testing X B/H ISDT Intox Officer Recertification X DWD AmplifyAE.org Domain Transfer and X B/H Setup E/F/I ISC – Clerk of Courts CO#7 CLE Reporting X E/I TOS – Website X B/H DNR – ADE Application Upgrade X DWD –WorkOne Master Template and First X B/G/I Region DWD – Work-One.org Domain Transfer and X B/H Setup B/E/H SBOE – State Board of Education Application X D/H DOR – EPAY 2014 UX Changes X D/H DOR – EPAY 2014 UX Changes & CCP X D/H DOR – EPAY Test DB Move from II to IOT X D/H DOR – Forms PROD DB Move from II to IOT X D/H DOR – EPAY Hot Fix for Email Address X DOR – EPAY Hot Fix for Double Click/Next X D/H Button E/J FSSA – HIP Link X E/F/H INDOT – eGraphics Enhancement X H IDEM – OTC X E/H DNR – Tree Seedling X DHS/ISDH – Design Release Service X E/F/H Application IN.gov PORTAL REPORT: INDIANA

DWD/BMV – Webservices for STARS X A/C/H interaction A/G/H IHB – On-the-Go (OtG) X E/H ATG – IndianaUnclaimed.com Mobile Refresh X E/H IOT – Siteimprove Quarterly Audit – Q1 2016 X D/H DOR – Where is my Refund IP Address Add X D/H DOR – Web Forms Security Updates X E/H IHCDA – Homeownership Sub-site X E/H DWD – WorkOne West Central Website X E/H IOT – IN.gov Website Redesign X D/H DOR – Epay Hot Fix Version 3.0.9 X D/H DOR – WebForms Soft. Dev. Reg. Updates X B/H DVA – Veteran Opportunity Partners Phase 2 X E/H IPAS – IPAS Name Change to IDR X IPAS – IndianaDisabilityRights.org Domain X E/H Transfer A/D/H IEDC – Urban Enterprise Zone Application X B/H INPRS – RightNow FAQ X E/H IOT – Mobile.IN.gov Site Redesign X A/J DNR – Hunt Trap Fish (HTF) X A/J FSSA – Consumer Search X D IDOI – E-Filing X D/H DOR – E-Pay X B/E/G/H FSSA – Inconnect Alliance X ISC – Clerk of Courts CO#8 ProBono X E/F/I Reporting B/H DVA/IVH – Indiana Veteran’s Home Website X SOS – Foreign Precious Metal Boullion X B/H Dealers D/H DOR – Web Forms Vendor Registration X CHE – Scholars.IN.gov Donations Payment X A/H Processing Solution A/H CHE - Refunds Payment Application X B/H IHB – IN Association of Historians Subsite X B/J FSSA – Consumer Portal Application X B/J FSSA – Carefinder Application X B/H BMV—License Plate Voting Application X IN.gov PORTAL REPORT: INDIANA

Monthly Scorecard Reporting Period: August 2016 Quarter: 3

Service Level Description SLA August Q1 Q2 Q3 Q4 Timely Delivery of: a. Application Reliability – New/Existing IN.gov Services 99.958 Uptime 99.5% 99.935% % 99.652% 99.921% b. Portal Web Pages 99.997 Availability 99.9% 99.993% % 99.959% 99.997% c. Applications Support 100.00 Queue 98% 100.00% % 100% 100% d. IN.gov Portal Response Time < 1 sec. 0.754 0.462 0.426 0.618 e. Support Response 100.00 Resolution 95% 100.00% % 100.00% 100.00% 100.00 f. Delivery of Services 100% 100.00% % 100.00% 100.00% g. Help Desk – Average Call ≤ 120 s 98.78% 98.57% 98.56% 98.45% Answer Time /90% ≤ h. Help Desk Abandon Rate 5%/98% 6.125% 6.537% 7.132% 5.956% i. Citizen/Business (End User) 100.00 Customer Support 97% 100.00% % 100.00% 100.00% j. State of Indiana Portal Broken Integrity Links 3,050 10,825 9,278 k. State of Indiana Portal Mis- Integrity spellings 595 1,609 1,097 90% (no l. Citizen/Business Customer less than 97.949 Satisfaction Survey “4”) 97.701% % 100% 98.851%

Subtotal – Assessed Debits/Credits Variable n/a n/a n/a n/a n/a Unsatisfactory Penalty Variable n/a n/a n/a n/a n/a Total – Assessed Debits/Credits n/a n/a n/a n/a n/a

Status Key Acceptable Green Marginal Yellow Unsatisfactory Red No metric to report N/A a. Application Software (New Development) Matrix August Q1 Q2 Q3 Q4 YTD Total # of New Active Projects Delivered 5 8 13 8 29 Total # of New Active Projects Required to be Delivered 5 8 13 8 29 Percentage 100.00% 100.00% 100.00% 100.00% 100.00% b. Application Software (Change Orders) Matrix August Q1 Q2 Q3 Q4 YTD Total # of Change Orders Delivered 0 10 13 2 25 Total # of Change Orders Required to be Delivered 0 10 13 2 25 Percentage 100.00% 100.00% 100.00% 100.00% 100.00%

d. Production Problem Response - Off Peak Usage (4 hrs) Matrix August Q1 Q2 Q3 Q4 YTD Total # of calls assigned by State during Off Peak Usage Periods and responded to by Contractor within 4 hrs N/A N/A N/A N/A N/A N/A Total # of N/A N/A N/A N/A N/A N/A calls assigned by State during Off Peak Usage IN.gov PORTAL REPORT: INDIANA

Periods Percentage N/A N/A N/A N/A N/A N/A

e. Production Problem Response - Weekends and Holidays (24 hrs) Matrix August Q1 Q2 Q3 Q4 YTD Total # of calls assigned by State on Weekends and Holidays and responded to by Contractor within 24 hrs N/A N/A N/A N/A N/A N/A Total # of calls assigned by State Weekends and Holidays N/A N/A N/A N/A N/A N/A Percentage N/A N/A N/A N/A N/A N/A f. IN.gov Availability (Network Connectivity) Matrix August Q1 Q2 Q3 Q4 YTD Total # of minutes of Availability within the 44,640 131,040 130,540 89,280 350,860 reporting period Total # of minutes in the reporting period less the sum of the total # of minutes of 44,640 131,040 131,040 89,280 351,360 scheduled maintenance and Force Majeure events downtime Percentage 100.00% 100.00% 99.62% 100.00% 99.87% g. End User Support – Phone Availability (Target hours = 45 hours per week) Matrix August Q1 Q2 Q3 Q4 YTD Actual hours available during Peak 207 558 585 396 1539 Usage Periods Target hours of availability during Peak 207 558 585 396 1539 Usage Period Percentage 100.00% 100.00% 100.00% 100.00% 100.00% h. End User Support - Problem Resolution (VSM) Matrix August Q1 Q2 Q3 Q4 YTD Application Support 31 150 163 Bugs (4 hr SLA) 33 68 87 Content (3 day SLA) 242 901 801 Financials 130 346 337 Outages (2 hr SLA) 3 20 19 Web Address (3 day SLA) 13 25 29 Other 10 23 30 Total 462 1,553 1,466 IN.gov PORTAL REPORT: INDIANA

i. End User Support – Compliance (VSM) Matrix August Q1 Q2 Q3 Q4 YTD Application 91% 85% Support (200 hrs) 90% Bugs (4 hour 99% 100% SLA) 100% Content (3 98% 98% Business days SLA) 99% Outages (2 100% 100% hour SLA) 100% Web Address 84% 79% (3 business day SLA) 85% Percentage ------j. Customer Satisfaction Matrix August Q1 Q2 Q3 Q4 YTD Q1-- 85% 86% Completed On Time 85% Q2--Issue 85% 87% Resolved 84% Q3-- 89% 90% Responsive & Courteous 89% Q4--Regular 80% 84% Updates 77% Total 84% 87% Customer Satisfaction 84%

k. Full Recoverability (within 48 hours) Matrix August Q1 Q2 Q3 Q4 YTD # of hours to recover from a catastrophic event (a fractional hour is rounded to the next whole hour) N/A N/A N/A N/A N/A Percentage N/A N/A N/A N/A N/A N/A

l. Third Party Portal Services Matrix August Q1 Q2 Q3 Q4 YTD BrowseAloud - - - Browsealoud Plus 3,458 22,189 28,705 ExactTarget Email Sends - - - ExactTarget Cost - - - GovDelivery Email Sends 3,366,937 30,980,576 11,724,151 RightNow Live Chats 1,887 4,830 5,676 RightNow Incidents 2,765 7,286 7,916 Total N/A N/A N/A N/A N/A N/A **reporting service temporarily down

m. IN.gov Static Web Portal (Visits) Matrix August Q1 Q2 Q3 Q4 YTD Hoosier Lottery n/a 5,164,807 3,818,716 n/a 8,983,523 DWD 135,385 567,322 417,089 272,144 1,393,314 DOR 139,744 2,165,972 1,112,392 280,242 3,699,104 IN.gov Core 630,499 1,799,309 9,226,600 1,224,819 12,845,048 DNR 570,168 1,100,385 1,818,859 1,234,312 4,817,700 IN.gov PORTAL REPORT: INDIANA

BMV 1,059,113 1,605,963 2,299,777 1,839,472 6,525,571 FSSA 339,207 1,455,259 1,313,648 638,664 3,707,028 INDOT 130,172 461,342 326,356 243,395 1,144,316 ISP 159,704 672,071 377,447 316,303 1,522,420 28,555,01 23,142,17 65,453,435 Total 4,761,092 9 6 9,258,666 o. Mobile Portal Traffic – Top Mobile Browsers (Hits) Matrix August Q1 Q2 Q3 Q4 YTD 11,256,59 1,462,256 26,954,823 iPhone (Safari) 652,845 13,426,559 7 Android Browser 24,543 1,736,172 954,231 56,040 2,777,940 Blackberry n/a 26,493 18,673 n/a 45,166 Internet Explorer 187,767 13,613 499,566 Mobile 6,000 290,573 12,417,26 1,531,909 30,277,495 Total 683,388 15,479,797 8

IN.GOV AVAILABILITY (NETWORK CONNECTIVITY)

Description March April May June July August Min in Month 44,640 43,200 44,640 43,200 44,640 44,640 Scheduled outage 0 0 0 0 0 0 Force Majeure 0 0 0 0 0 0 Total Availability Minutes 44,640 43,200 44,640 43,200 44,640 44,640 Unscheduled outage 0 0 0 500 0 0 Available minutes 44,640 43,200 44,640 42,700 44,640 44,640 100.00 100.00 100.00% 98.84% 100.00% 100.00% Uptime Percentage % %

Q1 Q2 Q3 Q4 Total Uptime 100.00% 99.62% 100.00% 99.87% Percentage Available 89,280 Minutes 131,040 130,540 350,860 Available Possible Minutes 131,040 131,040 89,280 351,360

August Minutes 1440 in a day Days in 31 Month IN.gov PORTAL REPORT: INDIANA

IN.GOV SCHEDULED MAINTENANCE/OUTAGES

Scheduled Descriptio Date n Mins CMR 0 8/7/2016 #3334 CMR 0 8/7/2016 #3287 CMR 0 8/14/2016 #3429 CMR 0 8/28/2016 #3448 CMR 0 8/28/2016 #3449 Total: 0

Un- Scheduled Descriptio Date: n Mins

Total: 0

Force Majeure Descriptio Date n Mins N/A N/A 0 Total: 0

END USER SUPPORT (SUPPORT AVAILABILITY FOR PUBLIC USERS)

2016 August Actual Hours 207 Target Hours 207

Q1 Q2 Q3 Q4 YTD 558 585 396 1539

Explanation Business days/Holidays 23/0

2016 Holiday Schedule New Year’s Day 1/1/2016 Martin Luther King Jr 1/18/2016 Day Good Friday 3/25/2016 Primary Election Day 5/03/2016 Memorial Day 5/30/2016 Independence Day 7/4/2016 Labor Day 9/5/2016 Columbus Day 10/10/2016 General Election Day 11/8/2016 Veteran’s Day 11/11/2016 Thanksgiving Day 11/24/2016 Lincoln’s Birthday 11/25/2016 Washington’s Birthday 12/23/2016 Christmas Day 12/26/2016 IN.gov PORTAL REPORT: INDIANA

AUGUST 2016 - MONTHLY UPTIME REPORT FOR THE IN.GOV PORTAL Service: WEB PAGE # of checks: 14752 Host (port): # of outages: 1 Check period: 3 minutes # of failed checks: 1 Last check: 1 min 8 sec ago Uptime: 99.993% Since: 1/12/2010 Avg. response time: 0.754 s

Monthly statistics:

Day Total checks Outages Failed checks Avg. response time Uptime 08/01/2016 476 0 0 0.805 100 % 08/02/2016 477 0 0 0.583 100 % 08/03/2016 477 0 0 0.554 100 % 08/04/2016 477 0 0 0.558 100 % 08/05/2016 477 0 0 0.441 100 % 08/06/2016 477 0 0 0.465 100 % 08/07/2016 462 0 0 0.749 100 % 08/08/2016 477 0 0 0.506 100 % 08/09/2016 477 0 0 0.88 100 % 08/10/2016 476 0 0 0.895 100 % 08/11/2016 477 0 0 0.77 100 % 08/12/2016 477 0 0 0.404 100 % 08/13/2016 477 0 0 0.738 100 % 08/14/2016 472 0 0 1.131 100 % 08/15/2016 477 0 0 0.727 100 % 08/16/2016 477 0 0 1.084 100 % 08/17/2016 476 0 0 0.895 100 % 08/18/2016 477 0 0 0.719 100 % 08/19/2016 477 0 0 0.76 100 % 08/20/2016 477 0 0 0.613 100 % 08/21/2016 472 0 0 0.701 100 % 08/22/2016 476 0 0 0.892 100 % 08/23/2016 477 0 0 0.827 100 % 08/24/2016 477 0 0 0.677 100 % 08/25/2016 477 0 0 0.803 100 % 08/26/2016 477 1 1 0.83 99.79 % 08/27/2016 477 0 0 0.737 100 % 08/28/2016 472 0 0 0.74 100 % 08/29/2016 477 0 0 0.778 100 % 08/30/2016 476 0 0 1.413 100 % 08/31/2016 477 0 0 0.718 100 % AUGUST 2016 - MONTHLY UPTIME REPORT FOR MONITORED IN.GOV PORTAL APPLICATIONS Avg. # of Response Website/Application Name Check Period # of Checks Outages # of Failed Uptime Time (s) BMV Driver Search 5 minutes 8872 0 0 100.00 0.387 BMV IVR 5 minutes 8873 1 1 99.989 0.489 BMV mybmv 3 minutes 14752 4 4 99.973 0.514 BMV PTP 3 minutes 14751 2 15 99.898 0.744 BMV Registration Search 5 minutes 8872 0 0 100.00 0.399 BMV Survey Tool 5 minutes 8874 0 0 100.00 0.269 BMV Title Search 5 minutes 8872 0 0 100.00 0.395 BMV Validate 5 minutes 8874 1 1 99.989 0.382 BMV Wait Times 5 minutes 8872 4 30 99.662 0.346 Courts OTC 5 minutes 8874 0 0 100.00 0.4 DCS CSADR 3 minutes 14753 0 0 100.00 0.341 DCS Isets 30 minutes 1481 0 0 100.00 0.356 DHS County Map 5 minutes 8872 1 1 99.989 0.276 DLGF FBA 5 minutes 8874 0 0 100.00 0.387 DNR Game Check 5 minutes 8874 0 0 100.00 0.5 DNR Game Checking 5 minutes 8872 1 1 99.989 0.487 DNR HTF Public Site 3 minutes 14753 0 0 100.00 0.4 DNR Hunter Ed 5 minutes 8873 0 0 100.00 0.733 DNR Phone Game Check 5 minutes 8873 0 0 100.00 0.468 DNR Portal 3 minutes 14751 0 0 100.00 0.391 DNR POS 3 minutes 14753 0 0 100.00 0.469 DNR Reserved Hunt 3 minutes 14751 0 0 100.00 0.49 DNR Tree Project 5 minutes 8874 1 1 99.989 0.44 DOI RREAL 5 minutes 8873 2 2 99.977 0.298 DOL Work Permit Site 5 minutes 8874 1 1 99.989 0.466 DOR BT1 3 minutes 14678 2 72 99.509 0.547 DOR Epay 5 minutes 14677 4 74 99.496 0.627 DOR Retail Merchant 3 minutes 14751 1 1 99.993 0.375 DOR RRMC 5 minutes 8873 1 1 99.989 0.288 DOR Tax Refund Status Check 5 minutes 8829 4 46 99.479 0.388 Hope Card 5 minutes 8873 1 1 99.989 0.483 IDOA Lobbyist Search 5 minutes 8873 3 3 99.966 0.44 IDOA Lobbyist Registration 5 minutes 8873 2 2 99.977 0.439 IDOI RateWatch 5 minutes 8874 2 2 99.977 0.295 IGA New Site 10 minutes 4446 0 0 100.00 0.396 IN Gov Salary Search 5 minutes 8874 1 1 99.989 0.29 IN Portal 3 minutes 14752 1 1 99.993 0.754 INPRS 5 minutes 8872 0 0 100.00 0.404 ISDA Conservation Report 5 minutes 8874 1 1 99.989 0.296 IN.gov PORTAL REPORT: INDIANA

ISP LCH 3 minutes 14752 21 43 99.709 0.493 ISP Meth Task 5 minutes 8874 3 20 99.775 0.4 my.in.gov 3 minutes 14754 2 2 99.986 1.154 PLA License Litigation 5 minutes 8873 1 1 99.989 0.426 Portal Calendar 3 minutes 14752 7 41 99.722 2.864 SOS Primary URL 3 minutes 14752 2 2 99.986 0.799 SSACI Estudent 5 minutes 8872 2 6 99.932 0.382 TPE 2.x Web Service 2 minutes 22060 0 0 100.00 0.561 Vital Records 5 minutes 8874 0 0 100.00 0.765 TOTAL N/A N/A N/A N/A 99.935 0.5144