NIC PORTAL REPORT



PORTAL REPORTJuly 2020INDIANA: REVENUE/non-revenue generating service deploymentsList all revenue/non-revenue generating services launched this month.AGENCYAPPLICATIONDESCRIPTIONTO/CO/SOW Target Deployment DateActual Deployment DateDNRHTFDNR - Access Indiana - DNR Hunt, Trap & Fish Integration - The DNR agreed to integrate Access Indiana into Hunt, Trap & Fish for customers and State of Indiana staff. Integrating with Access Indiana is a statewide initiative to provide a single sign on solution for the State of Indiana web applications. The application is located at: - I-LEAD was updated to put in front-side validation rules to reduce the amount of duplicate caregiver records added to the state's childcare system. This new feature allows users to create as many accounts as they would like and to tie each account to their existing caregiver records. They will accomplish this by looking up these records with a new lookup feature. This build also included a variety of upgrades to the provider dashboard to highlight the date and status of each educator's consent form on their roster. This will allow a provider admin to audit their facility.07/06/202007/08/2020Center TownshipSmall Claims Court OTCSmall Claims Court OTC Application and Service Code Setup was created for Center Township Small Claims Court so they could start taking payments for walk-in traffic and online.08/02/202007/27/2020DHSDHS – Appointment Maker ApplicationDepartment of Homeland Services - Appointment Maker Application - As part of its response to the COVID-19 pandemic, the state reached out to Indiana Interactive to utilize an existing appointment scheduling application for the purpose of allowing citizens and customers the ability to continue transacting with the state, especially for those services requiring face-to-face interaction. Indiana Interactive worked with Hoosier Lottery to configure a new instance of the application specific to the agency's needs and deployed it to the production environment on July 27th. - Appointment Maker ApplicationDepartment of Workforce Development - Appointment Maker Application - As part of its response to the COVID-19 pandemic, the state reached out to Indiana Interactive to utilize an existing appointment scheduling application for the purpose of allowing citizens and customers the ability to continue transacting with the state, especially for those services requiring face-to-face interaction. Indiana Interactive worked with Hoosier Lottery to configure a new instance of the application specific to the agency's needs and deployed it to the production environment on July 27th. : website deploymentsList all websites deployed this month.AGENCYWEBSITEDESCRIPTIONTO/CO/SOW Target Deployment DateActual Deployment DateFSSAThe Hub WebsiteFSSA - The Hub Website Server Migration - The Indiana Office of Technology (IOT) requested Indiana Interactive’s assistance in deprecating an old server. As such, II needed to remove FSSA - The Hub from the old server and migrate to the new. In doing so, since The Hub was a custom site, II had to rebuild the website templates and migrate the content, in order to fully migrate the website. II completed the change with no interruption to service and no change in the look and feel of the website. of Administrative Law Proceedings WebsiteOALP - Office of Administrative Law Proceedings Website Redesign - The OALP website was redesigned using the Marketing Template. OALP updated the site's content to prepare for the agency's launch, and the website is located at Arts Commission WebsiteIAC - Indiana Arts Commission Website Redesign - The IAC website was redesigned using the Marketing Template. IAC used this opportunity to completely refresh the site's content and pages since the agency has grown and adapted substantially over the past years. The IAC website is located at Department of Natural Resources WebsiteDNR - Website Enhancement (Help) for AI Integration - The DNR website was enhanced by creating a new subsite to provide information about and assist DNR customers with the Indiana Division of Fish & Wildlife Online Services application and its integration with Access Indiana. The new subsite is located at: Department of Veteran’s Affairs WebsiteIDVA - The IDVA team migrated their website over to the Marketing template to make better use of the feature available to communicate veterans. This was based on research done by their communications team with a focus on improving site access.: Quarterly Applications and Websites Deployed ChartQ1Q2Q3Q4ATotal # revenue applications deployed(New self-funded applications only)0010BTotal # non-revenue applications/websites deployed(New applications/websites that are not self-funded)9940CTotal # of applications and websites deployed(Total of A and B)0000DTotal # of revenue application or website enhancements(Self-funded change orders only)3510ETotal # of non-revenue application or website enhancements(Application/website change order that are not self-funded)1440FTotal # of application functional upgrades deployed(Technology Refresh/Rewrite)0200GTotal # of mobile websites/applications deployed (New and CO projects that are responsive)0300HSmall Project (Under $50,000)111880IMedium Project (Between $50,000 - $100,000)0110JLarge Project (Over $100,000)2010[These can’t be totaled since some items are counted twice]No TotalNo TotalNo TotalNo TotalList 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 ApplicationXMonthly ScorecardReporting Period:July2020Quarter:3Service Level DescriptionSLAJulyQ1Q2Q3Q4Timely Delivery of:a. Application Reliability – New/Existing Services Uptime99.5%99.987%99.841%99.932%99.987%b. Portal Web Pages Availability 99.9%100.00%99.921%99.998%100.00%c. Applications Support Queue98%100.00%100.00%100.00%100.00%d. Portal Response Time< 1 sec.0.9670.8210.8110.967e. Support Response Resolution95%100.00%100.00%100.00%100.00%f. Delivery of Services100%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%j. State of Indiana Portal IntegrityBroken Linksk. State of Indiana Portal IntegrityMis-spellingsl. Citizen/Business Customer Satisfaction Survey90% (no less than “4”)91.667%97.354%94.072%91.667%Subtotal – Assessed Debits/Credits?Variablen/an/an/an/an/aUnsatisfactory Penalty?Variablen/an/an/an/an/aTotal – Assessed Debits/Credits?n/an/an/an/an/aStatus Key AcceptableGreenMarginalYellowUnsatisfactoryRedNo metric to reportN/Aa. Application Software (New Development)MatrixJulyQ1Q2Q3Q4YTDTotal # of New Active Projects Delivered81113832Total # of New Active Projects Required to be Delivered81113832Percentage100%100%100%100%100%b. Application Software (Change Orders)MatrixJulyQ1Q2Q3Q4YTDTotal # of Change Orders Delivered226210Total # of Change Orders Required to be Delivered226210Percentage100%100%100%100%100%d. Production Problem Response - Off Peak Usage (4 hrs)MatrixJulyQ1Q2Q3Q4YTDTotal # of calls assigned by State during Off Peak Usage Periods and responded to by Contractor within 4 hrsN/AN/AN/AN/AN/ATotal # of calls assigned by State during Off Peak Usage PeriodsN/AN/AN/AN/AN/APercentageN/AN/AN/AN/AN/Ae. Production Problem Response - Weekends and Holidays (24 hrs)MatrixJulyQ1Q2Q3Q4YTDTotal # of calls assigned by State on Weekends and Holidays and responded to by Contractor within 24 hrsN/AN/AN/AN/AN/ATotal # of calls assigned by State Weekends and HolidaysN/AN/AN/AN/AN/APercentageN/AN/AN/AN/AN/Af. Availability (Network Connectivity)MatrixJulyQ1Q2Q3Q4YTDTotal # of minutes of Availability within the reporting period44,640131,040131,04044,640306,720Total # of minutes in the reporting period less the sum of the total # of minutes of scheduled maintenance and Force Majeure events downtime44,640130,953131,04044,640306,633Percentage100%99.93%100%100%99.98%g. End User Support – Phone Availability (Target hours = 45 hours per week)MatrixJulyQ1Q2Q3Q4YTDActual hours available during Peak Usage Periods1895675581981,323Target hours of availability during Peak Usage Period1895675581981,323Percentage100%100%100%100%100%h. End User Support - Problem Resolution (VSM)MatrixJulyQ1Q2Q3Q4YTDApplication Support83Bugs (4 hr SLA)0Content (3 day SLA)169Financials74Outages (2 hr SLA)0Web Address (3 day SLA)0Other0Total------i. End User Support – Compliance (VSM)MatrixJulyQ1Q2Q3Q4YTDApplication Support (200 hrs)100%Bugs (4 hour SLA)N/AContent ( 3 Business days SLA)96%Outages (2 hour SLA)N/AWeb Address (3 business day SLA)N/APercentage - - - - - - j. Customer Satisfaction???MatrixJulyQ1Q2Q3Q4YTDQ1-- Completed On Time95%Q2--Issue Resolved96%Q3--Responsive & Courteous98%Q4--Regular Updates96%Total Customer Satisfactionk. Full Recoverability (within 48 hours)MatrixJulyQ1Q2Q3Q4YTD# of hours to recover from a catastrophic event (a fractional hour is rounded to the next whole hour)N/AN/AN/AN/AN/APercentage N/A N/A N/A N/A N/A m. Static Web Portal (Visits)*MatrixJulyQ1Q2Q3Q4YTDHoosier Lottery--- ---DWD2,349,4662,168,00210,192,8032,349,466 14,710,271 DOR335,8861,769,875858,414335,886 2,964,175 Core1,026,0382,737,0813,986,3071,026,038 7,749,426 DNR1,050,7441,352,2943,889,2651,050,744 6,292,303 BMV1,400,4122,808,9504,625,1671,400,412 8,834,529 FSSA396,8391,147,7631,471,117396,839 3,015,719 INDOT130,042438,546365,421130,042 934,009 ISP 445,502559,872603,675445,502 1,609,049 Total13,896,85529,442,05953,309,87213,896,855 96,648,786 *Analytics platform changed to Google Analyticso. Mobile Portal Traffic – Top Mobile Browsers (Hits)*MatrixJulyQ1Q2Q3Q4YTDiPhone (Safari)4,363,9458,334,05816,734,6414,363,94529,432,644Chrome Mobile3,043,3895,936,73411,700,4873,043,38920,680,610Android Browser 2388161,2472382,301Internet Explorer Mobile1,8272,8776,3801,82711,084Total7,409,39914,274,48528,442,7557,409,39950,126,639*Analytics platform changed to Google AVAiLABILITY (network connectivity)?DescriptionAprilMayJuneJulyMin in Month43,20044,64043,20044,640Scheduled outage0000Force Majeure0000Total Availability Minutes43,20044,64043,20044,640Unscheduled outage0000Available minutes43,20044,64043,20044,640Uptime ?Percentage100.00%100.00%100.00%100.00%Q1Q2Q3Q4TotalUptime Percentage99.93%100.00%100.00%99.97%Available Minutes130,953131,04044,640306,633Available Possible Minutes131,040131,04044,640306,720July1440Minutes in a day31Days in Scheduled maintenance/OutagesScheduled?DateDescriptionMins07/05/2020CMR: 12814007/06/2020CMR: 12815007/06/2020CMR: 12816007/09/2020CMR: 12851007/12/2020CMR: 12858007/12/2020CMR: 12859007/16/2020CMR: 12921007/19/2020CMR: 12922007/23/2020CMR: 12955007/23/2020CMR: 12963007/23/2020CMR: 12954007/30/2020CMR: 129760?Total:0????????Un-Scheduled?Date:DescriptionMins?Total:0????????Force Majeure?DateDescriptionMins0?Total:0end user support (support availability for public users)2020JulyActual Hours198Target Hours198Q1Q2Q3Q4YTD5675581981,323ExplanationBusiness days/Holidays 22/12020 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 Day12/25/2020July 2020 - monthly uptime Report for the portalService:WEB PAGE# of checks:14726Host (port):# of outages:0Check period:3 minutes# of failed checks:0Last check:2 min 12 sec agoUptime:100%Since:1/12/2010Avg.?response?time:0.967sMonthly statistics:DayTotal?checksOutagesFailed?checksAvg.?response?timeUptime07/01/2020473000.889100?%07/02/2020477001.324100?%07/03/2020476000.869100?%07/04/2020476000.836100?%07/05/2020464000.924100?%07/06/2020476000.958100?%07/07/2020477000.871100?%07/08/2020477000.831100?%07/09/2020476000.928100?%07/10/2020477000.926100?%07/11/2020477000.802100?%07/12/2020466000.828100?%07/13/2020476000.946100?%07/14/2020477001.021100?%07/15/2020476000.925100?%07/16/2020476000.892100?%07/17/2020476000.896100?%07/18/2020476000.833100?%07/19/2020466000.861100?%07/20/2020477000.969100?%07/21/2020477000.919100?%07/22/2020477001.011100?%07/23/2020476000.987100?%07/24/2020477001.605100?%07/25/2020477000.971100?%07/26/2020466000.91100?%07/27/2020476001.181100?%07/28/2020477001.101100?%07/29/2020477001.045100?%07/30/2020477001.062100?%07/31/2020477000.861100?%July 2020 - monthly uptime Report for monitored portal applicationsWebsite/Application NameCheck Period# of Checks# of Outages# of FailedUptimeAvg. Response Time (s)BMV Search5 minutes883800100.000.453BMV IVR5 minutes883900100.000.531BMV mybmv3 minutes1472900100.000.943BMV PTP5 minutes88391199.990.393BMV Validate5 minutes884000100.000.463BMV Wait Times5 minutes883900100.000.508Courts OTC5 minutes884600100.000.468DCS CSADR3 minutes1473000100.000.459DCS Isets30 minutes146900100.000.459DHS County Map5 minutes883800100.000.203DLGF FBA5 minutes884400100.000.461DNR HTF Public Site3 minutes1472500100.000.894DNR Hunter Ed5 minutes884000100.000.927DNR POS3 minutes1473000100.000.468DNR Portal3 minutes1472521499.9050.453DOI RREAL5 minutes883600100.000.459DOL Work Permit Site5 minutes885000100.000.538DOR BT13 minutes1472400100.000.464DOR Epay5 minutes147232599.9660.611DOR Retail Merchant3 minutes147262299.9860.753DOR RRMC5 minutes883900100.000.757DOR Tax Refund Status Check5 minutes883800100.000.487Hope Card5 minutes88441199.9890.471IDOA Lobbyist Search5 minutes883600100.000.528IDOA Lobbyist Registration5 minutes883700100.000.52IDOI RateWatch5 minutes884600100.000.749IN Gov Salary Search5 minutes8843242499.7290.763IN Portal3 minutes1472600100.000.967INPRS5 minutes884200100.000.746ISDA Conservation Report5 minutes884300100.000.743ISP LCH3 minutes147255*688*ISP Meth Task5 minutes884500100.000.474PLA License Litigation5 minutes883600100.000.763TPE 2.x Web Service2 minutes2202100100.000.655Vital Records5 minutes88432299.9770.839 TOTALN/AN/AN/AN/A99.9870.5991*ISP LCH outages were removed from monthly metrics due to the outage being related to a third-party vendor and out of the control of the Program. ................
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