IN.gov PORTAL REPORT

December 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 IG Yearly Financial II worked with IG to rewrite a form for their 12/19/16 12/20/16 Disclosure Form Yearly Financial Disclosure Report. The form needed to be moved from the current AFSS form to the new Formstack platform in order to allow IG to receive responses that are better formatted. The current form sends emails in unformatted text documents. This baseline project is located at: http://www.in.gov/ig/2405.htm. ISP Bus Inspection II deployed several enhancements to the Bus 8/22/16 12/21/16 Inspection Admin Site, Public Site and iPad App. This has been a long standing project and II worked closely with ISP to ensure success upon completion. DOR Epay DOR requested updating the ePay application 12/6/16 12/29/16 due dates and country rates for 2017. IT-40ES Due dates for IT -40 ES in ePay: 1st Installment – Due April 18th, 2017, 2nd Installment – Due June 15th, 2017, 3rd Installment – Due September 15th, 2017, 4th Installment – Due January 16th, 2018. IT-9 Due date for IT – 9 in EPay is April 18th, 2017. Individual Tax return 2016 Due April 18th, 2017. This was deployed to production on 12/29/2016. 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 CHE requested a new vanity URL for their ScholarTrack website. The new URL is CHE Scholars.in.gov scholartrack.org and will be redirected to 1/3/17 12/20/16 http://scholars.in.gov. The domain will be renewed for 5 years. IN.gov PORTAL REPORT: INDIANA

INDIANA: Quarterly Applications and Websites Q1 Q2 Q3 Q4 Deployed Chart Total # revenue applications deployed A 0 5 2 0 (New self-funded applications only) Total # non-revenue applications/websites deployed B 8 3 7 7 (New applications/websites that are not self-funded) Total # of applications and websites deployed C 0 1 0 1 (Total of A and B) Total # of revenue application or website enhancements D 8 7 2 2 (Self-funded change orders only) Total # of non-revenue application or website enhancements E 4 12 2 4 (Application/website change order that are not self- funded) Total # of application functional upgrades deployed F 1 2 1 1 (Technology Refresh/Rewrite) Total # of mobile websites/applications deployed G 1 2 1 0 (New and CO projects that are responsive) H Small Project (Under $50,000) 14 23 8 13 I Medium Project (Between $50,000 - $100,000) 3 0 2 1 J Large Project (Over $100,000) 1 2 3 0 [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 IN.gov PORTAL REPORT: INDIANA 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 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 IN.gov PORTAL REPORT: INDIANA 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 D/J DNR – HTP Portal X B/H DHS – CICS Subsite X E/G/I FSSA – HIP Link Affordability Matrix X B/H PDC – Public Defender Commission Website X B/H IOT – Siteimprove Accessiblity Audit Q3 X B/H IPDC – Public Defender Council Website X D/H ISDH – Vital Records Change Order X B/C/H IHB—Merchandise Sales Application X B/H IGC – ProblemGamblingHelp Website X E/H DNR – TreeSeedling X E/H FSSA – HIP Employer Link X D/H DOR – Epay HotFix X E/H ISDH—Design Release Service Enhancements X B/H IG – Yearly Financial Disclosure Form X IN.gov PORTAL REPORT: INDIANA B/H CHE – Scholartrack.org Domain X E/I ISP – Bus Inspections X F/H DOR – Epay Updates X IN.gov PORTAL REPORT: INDIANA

Monthly Scorecard Reporting Period: December 2016 Quarter: 4

Service Level Description SLA December Q1 Q2 Q3 Q4 Timely Delivery of: a. Application Reliability – New/Existing IN.gov Services Uptime 99.5% 99.980% 99.958% 99.652% 99.938% 99.956% b. Portal Web Pages Availability 99.9% 100.00% 99.997% 99.959% 99.995% 100.00% c. Applications Support Queue 98% 100.00% 100.00% 100.00% 100.00% 100.00% d. IN.gov Portal Response Time < 1 sec. 0.752 0.462 0.426 0.676 0.731 e. Support Response Resolution 95% 100.00% 100.00% 100.00% 100.00% 100.00% f. Delivery of Services 100% 100.00% 100.00% 100.00% 100.00% 100.00% g. Help Desk – Average Call ≤ 120 s 99.81% 98.57% 98.56% 99.94% 99.82% Answer Time /90% ≤ h. Help Desk Abandon Rate 5%/98% 3.232% 6.537% 7.132% 4.878% 3.639% i. Citizen/Business (End User) Customer Support 97% 100.00% 100.00% 100.00% 100.00% 100.00% j. State of Indiana Portal Broken Integrity Links 12,393 10,825 9,278 9,089 37,497 k. State of Indiana Portal Mis- Integrity spellings 525 1,609 1,097 1,708 1,583 90% (no l. Citizen/Business Customer less than Satisfaction Survey “4”) 96.078% 97.949% 100% 98.605% 93.067%

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 IN.gov PORTAL REPORT: INDIANA

a. Application Software (New Development) Matrix December Q1 Q2 Q3 Q4 YTD Total # of New Active Projects Delivered 2 8 13 10 7 38 Total # of New Active Projects Required to be Delivered 2 8 13 10 7 38 Percentage 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

b. Application Software (Change Orders) Matrix December Q1 Q2 Q3 Q4 YTD Total # of Change Orders Delivered 2 10 13 3 7 33 Total # of Change Orders Required to be Delivered 2 10 13 3 7 33 Percentage 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

d. Production Problem Response - Off Peak Usage (4 hrs) Matrix December 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 calls assigned by State during Off Peak Usage Periods 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 IN.gov PORTAL REPORT: INDIANA

e. Production Problem Response - Weekends and Holidays (24 hrs) Matrix December 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 IN.gov PORTAL REPORT: INDIANA

f. IN.gov Availability (Network Connectivity) Matrix December Q1 Q2 Q3 Q4 YTD Total # of minutes of Availability within the 44,640 131,040 131,040 132,480 132,480 527,040 reporting period Total # of minutes in the reporting period less the sum of the total # of minutes of 44,640 131,040 130,540 132,480 132,480 526,540 scheduled maintenance and Force Majeure events downtime Percentage 100.00% 100.00% 99.62% 100.00% 100.00% 99.905%

g. End User Support – Phone Availability (Target hours = 45 hours per week) Matrix December Q1 Q2 Q3 Q4 YTD Actual hours available during Peak 180 558 585 585 522 2250 Usage Periods Target hours of availability 522 during Peak 180 558 585 585 2250 Usage Period Percentage 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

h. End User Support - Problem Resolution (VSM) Matrix December Q1 Q2 Q3 Q4 YTD Application Support 43 150 163 94 111 518 Bugs (4 hr SLA) 17 68 87 70 55 280 Content (3 day SLA) 161 901 801 767 551 3,020 Financials 52 346 337 415 307 1,405 Outages (2 hr SLA) 3 20 19 7 9 55 Web Address (3 day SLA) 3 25 29 22 13 89 Other 7 23 30 40 16 109 Total 286 1,533 1,466 1,415 1,062 5,476 IN.gov PORTAL REPORT: INDIANA

i. End User Support – Compliance (VSM) Matrix December Q1 Q2 Q3 Q4 YTD Application 91% 85% Support (200 hrs) 95% 92% 89% 89% Bugs (4 hour 99% 100% SLA) 100% 100% 100% 100% Content (3 98% 98% Business days SLA) 99% 98% 99% 98% Outages (2 100% 100% hour SLA) 100% 100% 100% 100% Web Address 84% 79% (3 business day SLA) 100% 78% 100% 85% Percentage ------IN.gov PORTAL REPORT: INDIANA j. Customer Satisfaction Matrix December Q1 Q2 Q3 Q4 YTD Q1-- Completed On Time 85% 85% 86% 85% 85% 85% Q2--Issue Resolved 84% 85% 87% 84% 84% 85% Q3--Responsive & Courteous 89% 89% 90% 89% 89% 89% Q4--Regular Updates 77% 80% 84% 77% 77% 80% Total Customer Satisfaction 84% 84% 87% 84% 84% 85% k. Full Recoverability (within 48 hours) Matrix December 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 N/A Percentage N/A N/A N/A N/A N/A N/A l. Third Party Portal Services Matrix December Q1 Q2 Q3 Q4 YTD BrowseAloud Speech - - Requests 4,818 - - - Browsealoud Opens 1,666 22,189 28,705 12,830 5,815 69,539 ExactTarget Email Sends ------ExactTarget Cost ------GovDelivery Email Sends 4,837,738 30,980,576 11,724,151 12,208,563 14,561,711 69,475,001 RightNow Live Chats 1,497 4,830 5,676 5,305 4,696 20,507 RightNow Incidents 2,047 7,286 7,916 7,795 6,840 29,837 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 December Q1 Q2 Q3 Q4 YTD Hoosier Lottery n/a 5,164,807 3,818,716 n/a n/a 8,983,523 DWD 144,694 567,322 417,089 386,786 389,963 2,544,229 DOR 140,398 2,165,972 1,112,392 416,428 401,329 4,918,220 IN.gov Core 531,619 1,799,309 9,226,600 1,809,445 1,721,245 18,187,276 DNR 607,169 1,100,385 1,818,859 1,853,343 1,922,229 10,504,860 BMV 532,140 1,605,963 2,299,777 2,698,228 2,133,334 13,904,199 FSSA 281,580 1,455,259 1,313,648 947,423 863,498 6,396,672 INDOT 211,917 461,342 326,356 345,024 396,409 2,170,294 ISP 190,371 672,071 377,447 463,970 500,773 2,949,687 28,555,01 23,142,17 13,677,50 12,837,30 105,399,05 Total 3,982,891 9 6 3 8 3 IN.gov PORTAL REPORT: INDIANA o. Mobile Portal Traffic – Top Mobile Browsers (Hits) Matrix December Q1 Q2 Q3 Q4 YTD 11,256,59 33,664,015 iPhone (Safari) 762,764 13,426,559 7 2,030,831 2,327,917 Android Browser 17,052 1,736,172 954,231 74,704 59,189 2,975,998 Blackberry n/a 26,493 18,673 n/a n/a 45,166 Internet Explorer 187,767 18,736 16,028 552,303 Mobile 4,312 290,573 12,417,26 2,124,271 2,403,134 37,237,482 Total 784,128 15,479,797 8

IN.GOV AVAILABILITY (NETWORK CONNECTIVITY)

Description July August September October November December Min in Month 44,640 44,640 43,200 44,640 43,200 44,640 Scheduled outage 0 0 0 0 0 0 Force Majeure 0 0 0 0 0 0 Total Availability Minutes 44,640 44,640 43,200 44,640 43,200 44,640 Unscheduled outage 0 0 0 0 0 0 Available minutes 44,640 44,640 43,200 44,640 43,200 44,640 100.00 100.00 100.00% 100.00% 100.00% 100.00% Uptime Percentage % %

Q1 Q2 Q3 Q4 Total Uptime 100.00% 99.62% 100.00% 100.00% 99.905% Percentage Available 132,480 132,480 Minutes 131,040 130,540 526,540 Available Possible Minutes 131,040 131,040 132,480 132,480 527,040

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

IN.GOV SCHEDULED MAINTENANCE/OUTAGES

Scheduled Descriptio Date n Mins RFC 0 12/19/16 #3824 RFC 0 12/18/16 #3836 RFC 0 12/11/16 #3752 Total: 0

Un- Scheduled Descriptio Date: n Mins N/A N/A Total:

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

END USER SUPPORT (SUPPORT AVAILABILITY FOR PUBLIC USERS)

2016 December Actual Hours 180 Target Hours 180

Q1 Q2 Q3 Q4 YTD 558 585 585 522 2250

Explanation Business days/Holidays 22/2

2016 Holiday Schedule New Year’s Day 1/1/2016 IN.gov PORTAL REPORT: INDIANA 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

DECEMBER 2016 - MONTHLY UPTIME REPORT FOR THE IN.GOV PORTAL Service: WEB PAGE # of checks: 14755 Host (port): # of outages: 0 Check period: 3 minutes # of failed checks: 0 Last check: 50 sec ago Uptime: 100% Since: 1/12/2010 Avg. response time: 0.752

Monthly statistics: Day Total checks Outages Failed checks Avg. response time Uptime 12/01/2016 477 0 0 0.639 100 % 12/02/2016 477 0 0 0.69 100 % 12/03/2016 476 0 0 0.792 100 % 12/04/2016 471 0 0 0.611 100 % 12/05/2016 477 0 0 0.661 100 % 12/06/2016 477 0 0 0.825 100 % 12/07/2016 476 0 0 0.864 100 % 12/08/2016 477 0 0 0.837 100 % 12/09/2016 477 0 0 0.862 100 % 12/10/2016 477 0 0 0.752 100 % 12/11/2016 471 0 0 0.678 100 % 12/12/2016 476 0 0 0.729 100 % 12/13/2016 477 0 0 1.234 100 % 12/14/2016 477 0 0 0.741 100 % 12/15/2016 476 0 0 0.611 100 % 12/16/2016 477 0 0 0.838 100 % 12/17/2016 477 0 0 0.81 100 % 12/18/2016 471 0 0 0.609 100 % 12/19/2016 477 0 0 0.747 100 % 12/20/2016 475 0 0 0.651 100 % 12/21/2016 477 0 0 1.017 100 % 12/22/2016 477 0 0 0.953 100 % 12/23/2016 477 0 0 0.65 100 % 12/24/2016 476 0 0 0.692 100 % 12/25/2016 471 0 0 0.645 100 % 12/26/2016 477 0 0 0.703 100 % 12/27/2016 476 0 0 0.672 100 % 12/28/2016 478 0 0 0.706 100 % 12/29/2016 476 0 0 0.676 100 % 12/30/2016 477 0 0 0.667 100 % 12/31/2016 477 0 0 0.732 100 % IN.gov PORTAL REPORT: INDIANA

DECEMBER 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 8876 0 0 100.00 0.323 BMV IVR 5 minutes 8876 3 3 99.966 0.467 BMV mybmv 3 minutes 14754 1 1 99.993 0.477 BMV PTP 3 minutes 14753 0 0 100.00 0.664 BMV Registration Search 5 minutes 8875 0 0 100.00 0.318 BMV Survey Tool 5 minutes 8876 0 0 100.00 0.178 BMV Title Search 5 minutes 8876 0 0 100.00 0.32 BMV Validate 5 minutes 8876 0 0 100.00 0.318 BMV Wait Times 5 minutes 8876 0 0 100.00 0.442 Courts OTC 5 minutes 8874 0 0 100.00 0.312 DCS CSADR 3 minutes 14754 1 1 99.993 0.321 DCS Isets 30 minutes 1482 0 0 100.00 0.324 DHS County Map 5 minutes 8876 0 0 100.00 0.16 DLGF FBA 5 minutes 8875 0 0 100.00 0.322 DNR Game Check 5 minutes 8876 1 2 99.977 0.443 DNR Game Checking 5 minutes 8876 1 2 99.977 0.444 DNR HTF Public Site 3 minutes 14754 1 1 99.993 0.308 DNR Hunter Ed 5 minutes 8876 0 0 100.00 0.669 DNR Phone Game Check 5 minutes 8875 1 2 99.997 0.433 DNR POS 3 minutes 14754 0 0 100.00 0.328 DNR Portal 3 minutes 14754 1 1 99.993 0.311 DNR Reserved Hunt 3 minutes 14755 1 1 99.993 0.33 DNR Tree Project 5 minutes 8876 0 0 100.00 0.354 DOI RREAL 5 minutes 8876 2 31 99.654 0.235 DOL Work Permit Site 5 minutes 8876 0 0 100.00 0.438 DOR BT1 3 minutes 14753 1 1 99.993 0.381 DOR Epay 5 minutes 14753 1 1 99.993 0.549 DOR Retail Merchant 3 minutes 14753 2 2 99.986 0.226 DOR RRMC 5 minutes 8875 0 0 100.00 0.235 DOR Tax Refund Status Check 5 minutes 8877 4 6 99.932 0.375 Hope Card 5 minutes 8874 0 0 100.00 0.309 IDOA Lobbyist Search 5 minutes 8876 0 0 100.00 0.39 IDOA Lobbyist Registration 5 minutes 8876 1 1 99.989 0.404 IDOI RateWatch 5 minutes 8875 0 0 100.00 0.231 IGA New Site 10 minutes 4446 0 0 100.00 0.423 IN Gov Salary Search 5 minutes 8876 0 0 100.00 0.229 IN Portal 3 minutes 14755 0 0 100.00 0.752 INPRS 5 minutes 8875 0 0 100.00 0.366 ISDA Conservation Report 5 minutes 8876 0 0 100.00 0.213 IN.gov PORTAL REPORT: INDIANA ISP LCH 3 minutes 14753 13 13 99.912 0.337 ISP Meth Task 5 minutes 8876 3 17 99.808 0.324 my.in.gov 3 minutes 14754 1 1 99.993 0.517 PLA License Litigation 5 minutes 8876 0 0 100.00 0.244 Portal Calendar 3 minutes 14754 4 6 99.959 1.921 SOS Primary URL 3 minutes 14754 3 8 99.946 0.733 SSACI Estudent 5 minutes 8875 0 0 100.00 0.316 TPE 2.x Web Service 2 minutes 22055 0 0 100.00 0.496 Vital Records 5 minutes 8875 2 2 99.977 0.575 TOTAL N/A N/A N/A N/A 99.980 0.4122