NIC PORTAL REPORT



PORTAL REPORTNovember 2020INDIANA: REVENUE/non-revenue generating service deploymentsList all revenue/non-revenue generating services launched this month.AGENCYAPPLICATIONDESCRIPTIONTO/CO/SOW Target Deployment DateActual Deployment DateISDTBreath Test Instrument Certification ApplicationISDT - The Indiana State Department of Toxicology requested Indiana Interactive's assistance in updating the Breath Test Instrument Certification Application's training, exam and certificate to be updated to reflect changes for a new law being enacted this year. Additional enhancements were added to improve the system and create efficiencies for the state and public users. The Counter paymentsThe Department of Natural Resources (DNR) would like to enable the public facing Over the Counter (OTC) payment application to accept Automated Clearing House (ACH) payments for counties to pay and leverage OTC and a service code. This will allow counties in Indiana to make ACH payments to the DNR Law Enforcement Division using the bank account already on file with Indiana Interactive (II) and have the deposits reported on the NIC/TPE reports. : website deploymentsList all websites deployed this month.AGENCYWEBSITEDESCRIPTIONTO/CO/SOW Target Deployment DateActual Deployment DateDNRIndiana State Park InnsDNR - The Indiana Department of Natural Resources would like to upgrade its current Indiana State Park Inns subsite and create a stand-alone website to better promote Indiana State Park Inns. The new website will be more organized, customer friendly and provide a better user experience. The DNR has requested that Indiana Interactive (II) assist with creating a new website for their agency. The DNR has requested that the new website employ the new Squiz Matrix. Website Template MigrationThe Indiana State Police (ISP) requested Indiana Interactive’s (II) assistance in migrating their website from the standard information template to the marketing template. This statement of work covers the timeline and baseline cost to redesign the website for the ISP. This website will be put into the Agency Template (Marketing Template) and be located at : Quarterly Applications and Websites Deployed ChartQ1Q2Q3Q4ATotal # revenue applications deployed(New self-funded applications only)0021BTotal # non-revenue applications/websites deployed(New applications/websites that are not self-funded)99 92CTotal # of applications and websites deployed(Total of A and B)0000DTotal # of revenue application or website enhancements(Self-funded change orders only)3522ETotal # of non-revenue application or website enhancements(Application/website change order that are not self-funded)1481FTotal # of application functional upgrades deployed(Technology Refresh/Rewrite)0200GTotal # of mobile websites/applications deployed (New and CO projects that are responsive)0310HSmall Project (Under $50,000)1118196IMedium Project (Between $50,000 - $100,000)0110JLarge Project (Over $100,000)2010List 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-JINDIANA: Quarterly Applications and Websites Deployed ChartQ1Q2Q3Q4B/HATG – Crime Prevention WebpageXD/JFSSA – SOR Fund and GPRA ApplicationXB/HIHCDA – Custom Agency Template Website ConversionXD/HFSSA – Know the O Facts RebrandingXB/HIDEM – Air Monitoring WebsiteXE/JIOT – Access IndianaXB/HIDEM – Waterways WebsiteXB/HISDH – Vape Free Indiana WebsiteXB/HINNG – Hoosier Youth Challenge Academy WebsiteXD/HFSSA – DEBS GPRA UpdatesXB/HIDOA – Statehouse Tour Office and Education Center Website RedesignXB/HFSSA – I-LEAD Create Provider Search FiltersXB/HIDOI – State Health Insurance Assistance Program (SHIP) WebsiteXF/HFSSA – ViewPoint Predischarge/Discharge UpdatesXB/HFSSA – Child Care Finder Temporary Child Care Provider ClosureXD/G/HMorgan County – Morgan County Sheriff WebsiteXE/HFSSA – DMHA Electronic Billing System (DEBS) ApplicationXD/F/HDNR – HTF CheckIN EnhancementsXB/HDNR – Nongame Wildlife Donation AppEngine ApplicationXB/HIEDC - Ordering Solution AppEngine ProjectXE/IIGC – Electronic Tax System (ETS) Enhancements v2.2XB/HPLA – Appointment Maker ApplicationXB/HATC – Appointment Maker ApplicationXE/HISC – Clerk of Courts Portal CO#12XB/HISC – Judiciary Website Migration from Custom Site to Marketing TemplateXD/HFSSA – DMHA Electronic Billing System (DEBS) Application GRPA Administrative Follow-Up FormXB/HIOT – Services ProjectXE/HDOR – Website RestructureXD/G/HDekalb County WebsiteXD/G/HKosciusko County WebsiteXB/HSOS – Appointment Maker ApplicationXB/HHoosier Lottery – Appointment Maker ApplicationXD/HFSSA – The Hub Server MigrationXA/HCenter Township – Small Claims Court OTC ApplicationXB/HOALP – OALP Website RedesignXB/HIAC – Indiana Arts Commission Website RedesignXE/HDNR – Website Enhancement (Help) for AI IntegrationXE/JDNR – Access Indiana – Hunt, Trap, & Fish IntegrationXE/IFSSA – I-LEAD EnhancementsXE/HIDVA – IDVA Website Marketing Template XB/HDHS – Appointment Maker ApplicationXB/HDWD – Appointment Maker ApplicationXB/HIHCDA – ChatbotXE/HIvy Tech – The Wheel EnhancementsXE/HSPD – State Employees’ Community Campaign (SECC)XE/HDNR – HIP Survey and Data Enhancement and License Up SaleXB/HIDEM – Appointment Maker ApplicationXB/HDWD – WorkOne Region10 WebsiteXB/HLG – Indiana Broadband Site RedesignXD/G/HTown of Wheatfield – Town of Wheatfield WebsiteXE/HICJI – Indiana Criminal Justice Institute WebsiteXB/HIDDC – Indiana Destination Development Corporation WebsiteXA/HIEDC – Coronavirus Aid, Relief, and Economic Security (CARES) Act grant applicationXB/HFSSA – I-LEAD EnhancementsXD/HOED – Office of Energy Development WebsiteXE/HDNR – State Park Inns WebsiteXD/HISDT – Breath Test Instrument Certification ApplicationXA/HDNR – Over The Counter Payments XB/HISP – ISP Website Template MigrationXMonthly ScorecardReporting Period:November2020Quarter:4Service Level DescriptionSLANovemberQ1Q2Q3Q4Timely Delivery of:a. Application Reliability – New/Existing Services Uptime99.5%99.996%99.841%99.932%99.979%99.933%b. Portal Web Pages Availability 99.9%100.00%99.921%99.998%100.00%99.973%c. Applications Support Queue98%100.00%100.00%100.00%100.00%100.00%d. Portal Response Time< 1 sec.0.9180.8210.8110.9790.925e. Support Response Resolution95%100.00%100.00%100.00%100.00%100.00%f. Delivery of Services100%100.00%100.00%100.00%100.00%100.00%g. Help Desk – Average Call Answer Time≤ 120 s/90%h. Help Desk Abandon Rate≤ 5%/98%i. Citizen/Business (End User) Customer Support97%100.00%100.00%100.00%100.00%100.00%j. State of Indiana Portal IntegrityBroken Linksk. State of Indiana Portal IntegrityMis-spellingsl. Citizen/Business Customer Satisfaction Survey90% (no less than “4”)100.00%97.354%94.072%91.071%97.500%Subtotal – Assessed Debits/Credits?Variable00000Unsatisfactory Penalty?Variable00000Total – Assessed Debits/Credits?00000Status Key AcceptableGreenMarginalYellowUnsatisfactoryRedNo metric to reportN/Aa. Application Software (New Development)MatrixNovemberQ1Q2Q3Q4YTDTotal # of New Active Projects Delivered2111314341Total # of New Active Projects Required to be Delivered2111314341Percentage100%100%100%100%100%100%b. Application Software (Change Orders)MatrixNovemberQ1Q2Q3Q4YTDTotal # of Change Orders Delivered2267318Total # of Change Orders Required to be Delivered2267318Percentage100%100%100%100%100%100%d. Production Problem Response - Off Peak Usage (4 hrs)MatrixNovemberQ1Q2Q3Q4YTDTotal # of calls assigned by State during Off Peak Usage Periods and responded to by Contractor within 4 hrs000000Total # of calls assigned by State during Off Peak Usage Periods000000Percentage000000e. Production Problem Response - Weekends and Holidays (24 hrs)MatrixNovemberQ1Q2Q3Q4YTDTotal # of calls assigned by State on Weekends and Holidays and responded to by Contractor within 24 hrs000000Total # of calls assigned by State Weekends and Holidays000000Percentage000000f. Availability (Network Connectivity)MatrixNovemberQ1Q2Q3Q4YTDTotal # of minutes of Availability within the reporting period43,200131,040131,040132,48087,840482,400Total # of minutes in the reporting period less the sum of the total # of minutes of scheduled maintenance and Force Majeure events downtime43,151130,953131,040132,30087,791482,084Percentage99.89%99.93%100%99.86%99.94%99.93%g. End User Support – Phone Availability (Target hours = 45 hours per week)MatrixNovemberQ1Q2Q3Q4YTDActual hours available during Peak Usage Periods1535675585763422,043Target hours of availability during Peak Usage Period1535675585763422,043Percentage100%100%100%100%100%100%h. End User Support - Problem Resolution (VSM)MatrixNovemberQ1Q2Q3Q4YTDApplication Support46Bugs (4 hr SLA)0Content (3 day SLA)88Financials68Outages (2 hr SLA)0Web Address (3 day SLA)0Other0Total------i. End User Support – Compliance (VSM)MatrixNovemberQ1Q2Q3Q4YTDApplication Support (200 hrs)100%Bugs (4 hour SLA)NAContent ( 3 Business days SLA)100%Outages (2 hour SLA)NAWeb Address (3 business day SLA)NAPercentage - - - - - - j. Customer Satisfaction???MatrixNovemberQ1Q2Q3Q4YTDQ1-- Completed On TimeNAQ2--Issue ResolvedNAQ3--Responsive & CourteousNAQ4--Regular UpdatesNATotal Customer Satisfactionk. Full Recoverability (within 48 hours)MatrixNovemberQ1Q2Q3Q4YTD# of hours to recover from a catastrophic event (a fractional hour is rounded to the next whole hour)000000Percentage000000m. Static Web Portal (Visits)*MatrixNovemberQ1Q2Q3Q4YTDDWD1,969,5242,168,00210,192,8036,142,6413,764,730 22,268,176 DOR161,8841,769,875858,414709,458360,099 3,697,846 Core819,0082,737,0813,986,3072,639,7461,639,268 11,002,402 DNR881,7821,352,2943,889,2652,873,2151,678,531 9,793,305 BMV710,6972,808,9504,625,1673,510,8481,592,459 12,537,424 FSSA347,6951,147,7631,471,1171,148,827753,700 4,521,407 INDOT90,087438,546365,421378,965207,521 1,390,453 ISP 224,291559,872603,675948,703454,475 2,566,725 Total11,328,61329,442,05953,309,87235,765,84222,232,736140,750,509 *Analytics platform changed to Google Analyticso. Mobile Portal Traffic – Top Mobile Browsers (Hits)*MatrixNovemberQ1Q2Q3Q4YTDiPhone (Safari)3,742,3468,334,05816,734,64110,996,1377,044,11743,108,953Chrome Mobile2,318,7345,936,73411,700,4877,775,8354,613,71430,026,770Android Browser 5888161,2478302,2625,155Internet Explorer Mobile1,7042,8776,3806,1613,72319,141Total5,600,44414,274,48528,442,75518,778,96311,663,81673,160,019*Analytics platform changed to Google AVAiLABILITY (network connectivity)?DescriptionJuneJulyAugustSeptemberOctoberNovemberMin in Month43,20044,64044,64043,20044,64043,200Scheduled outage000000Force Majeure000000Total Availability Minutes43,20044,64044,64043,20044,64043,200Unscheduled outage000180049Available minutes43,20044,64044,64043,02044,64043,151Uptime ?Percentage100.00%100.00%100.00%99.58%100.00%99.89%Q1Q2Q3Q4TotalUptime Percentage99.93%100.00%99.86%99.94%99.93%Available Minutes130,953131,040132,30087,791482,084Available Possible Minutes131,040131,040132,48087,840482,400November1440Minutes in a day30Days in Scheduled maintenance/OutagesScheduled?DateDescriptionMins11/04/2020CMR: 13849011/05/2020CMR: 13873011/05/2020CMR: 13854011/08/2020CMR: 13851011/08/2020CMR: 13852011/08/2020CMR: 13949011/08/2020CMR: 13853011/08/2020CMR: 13857011/10/2020CMR: 13826011/12/2020CMR: 13970011/12/2020CMR: 13969011/19/2020CMR: 14024011/19/2020CMR: 14022011/22/2020CMR: 14023011/29/2020CMR: 14081011/29/2020CMR: 14079011/29/2020CMR: 140800?Total:0????????Un-Scheduled?Date:DescriptionMins11/17/2020TPE experienced intermittent database latency that resulted in some users experiencing payment errors49?Total:49????????Force Majeure?DateDescriptionMins0?Total:0end user support (support availability for public users)2020NovemberActual Hours153Target Hours153Q1Q2Q3Q4YTD5675585763422043ExplanationBusiness days/Holidays 17/42020 Holiday Schedule?New Year’s Day1/1/2020Martin Luther King Jr Day1/20/2020Good Friday4/10/2020Primary Election Day6/2/2020Memorial Day5/25/2020Independence Day7/3/2020Labor Day9/7/2020Columbus Day10/12/2020General Election Day11/3/2020Veteran’s Day 11/11/2020Thanksgiving Day11/26/2020Lincoln’s Birthday11/27/2020Washington’s Birthday12/24/2020Christmas Day12/25/2020November 2020 - monthly uptime Report for the portalService:WEB PAGE# of checks:14133Host (port):# of outages:0Check period:3 minutes# of failed checks:0Last check:11 sec agoUptime:100%Since:1/12/2010Avg.?response?time:0.918Monthly statistics:DayTotal?checksOutagesFailed?checksAvg.?response?timeUptime11/01/2020465000.912100?%11/02/2020477000.939100?%11/03/2020477000.942100?%11/04/2020477000.927100?%11/05/2020477000.933100?%11/06/2020477000.892100?%11/07/2020476000.921100?%11/08/2020347000.84100?%11/09/2020477000.907100?%11/10/2020477001.15100?%11/11/2020477000.849100?%11/12/2020477000.925100?%11/13/2020477001.049100?%11/14/2020477000.875100?%11/15/2020466000.939100?%11/16/2020477000.896100?%11/17/2020477000.928100?%11/18/2020476001.007100?%11/19/2020477000.905100?%11/20/2020477000.888100?%11/21/2020477000.914100?%11/22/2020466000.927100?%11/23/2020477000.86100?%11/24/2020477000.851100?%11/25/2020477000.883100?%11/26/2020477000.841100?%11/27/2020477000.826100?%11/28/2020477000.85100?%11/29/2020466001.128100?%11/30/2020477000.833100?%November 2020 - monthly uptime Report for monitored portal applications*Website/Application NameCheck Period# of Checks# of Outages# of FailedUptimeAvg. Response Time (s)AG – ID Theft Prevention1 minute432002299.980.491ATC – License Bulk1 minute432004499.990.536ATC – Server Training1 minute43200131399.970.472BMV – Driver Records Search1 minute432002299.950.322BMV IVR1 minute432001199.980.518BMV mybmv1 minute432004499.990.601BMV PTP1 minute432001199.990.417BMV Validate1 minute432002299.990.414BMV Wait Times1 minute432001199.990.487Courts OTC1 minute43200101099.970.318Courts Portal1 minute432009999.960.329DCS Isets1 minute432003399.930.434DHS County Map1 minute432001199.990.152DLGF FBA1 minute432003399.990.325DNR HTF License1 minute4320000100.000.543DNR Hunter Ed1 minute4320000100.000.891DNR POS1 minute432002299.990.424DNR Portal1 minute432001299.990.329DOI RREAL1 minute432003399.970.466DOL Work Permit Site1 minute432004499.880.441DOR – ePay1 minute432003399.990.604DOR RRMC1 minute432004499.940.404DOR Tax Refund Status Check1 minute4320000100.000.434FSSA Child Support Payment History1 minute432009999.870.431FSSA Hip Link1 minute432002299.990.928FSSA I-Lead1 minute432006699.990.302FSSA Provider Search1 minute4320000100.000.451Hope Card1 minute432001199.990.462IAC Grants1 minute432005599.930.422IDOA Lobbyist Search1 minute43200101099.980.536IDOA Lobbyist Registration1 minute432007799.920.500IDOI RateWatch1 minute43200161699.960.787ILRC - Lobbyist1 minute43200111199.970.452IN Gov Salary Search1 minute43200686899.720.326IN Portal1 minute432001199.990.568INPRS1 minute432001199.990.331ISDA Conservation Report1 minute4320000100.000.315ISP LCH1 minute432002299.960.540PLA License Litigation1 minute43200131399.970.342TPE 2.x Web Service1 minute4320000100.000.422Vital Records1 minute432009999.930.515 TOTALN/AN/AN/AN/A99.9660.4630*Monitoring service for individual applications switched from ServiceUptime to Pingdom. Checks run every minute instead of the 2-5 minutes previously recorded. ................
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