high efficiency licensing & permitting (help) general agency meeting introduction and welcome...

High Efficiency Licensing & Permitting (HELP)

General Agency Meeting

Introduction and Welcome – John Mengacci, Under Secretary, OPM

Getting Ready for E-Commerce– Gene Gavin, Commissioner, DRS

CLIC Online Forms Initiative – Reg DeConti, OPM

CLIC New License Verification Feature

– Cynthia Denne, Director Health Systems Regulation, DPH and – Johnathan Vittner, Agency Data Processing Manager, DPH

HELP Legislative Update – Mike Mehigen, OPM

NEXT STEPSStrategic Business Plan and Workgroups – John Mengacci, Under Secretary, OPM

CLIC Website Analysis & Usability Training – Linda DeConti, OPM and Bernie Harrower, DOIT

May 13, 1999 – CT Fire Academy, Windsor Locks

Getting Ready for

E-Commerce

Using Today’s Technology to Serve Our Customers Better!

presentation by

Commissioner Gene GavinDepartment of Revenue Services (DRS)

Connecticut — Land of Steady Habits

Why Technology?

Tax Administration: Data intensive Information sensitive Strict confidentiality Priority on accuracy Sharing & comparing of data Customer service

Technology as a Tool

Streamlines Processes Simplifies taxpayer effort Reduces manual steps

Accurate Computer performs calculations Greater than 99% accuracy

Cost effective Better use of resources

Technological Innovations

Electronic Filing

Personal Computer Filing

Telefiling

Internet

Electronic filing 6th Year 136,472 Returns 38% Increase Over 1998 Direct Deposit of Refunds Fast Refunds

Technological Innovations

Personal Computer Filing 2nd Year 5,933 Returns 2,837% Increase Fast Refunds

Technological Innovations

Telefile 2nd Year 99,057 Returns 93% Increase Fast Filing Fast Refunds

Technological Innovations

Internet Education Information

- Search Engine- DRS E-news

Compliance Interactive registration

Technological Innovations

Other Technology Uses

Electronic Funds Transfer

Magnetic Media Processing

The DRS Model

Vision Planning Acquisition Testing Implementation Public Awareness

Changing Customer Habits

No one likespaying taxes…

not even me!

-- Gene Gavin, Commissioner

Changing Customer Habits

Incentives User-friendly Fast Quick Refunds Reduces Costs

Barriers to Success

Initial Cost

Legislation

Customer acceptance

Vision for the Future

Expansion Electronic filing Telefiling Personal computer filing Direct deposit of refunds

Vision for the Future

Credit Card Payment

Interactive Tax Registration

Interactive Return Filing

Getting Ready for

E-Commerce

Using Today’s Technology to Serve Our Customers Better!

presentation by

Commissioner Gene GavinDepartment of Revenue Services (DRS)

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High Efficiency Licensing & Permitting (HELP)

General Agency Meeting

Introduction and Welcome – John Mengacci, Under Secretary, OPM

Getting Ready for E-Commerce– Gene Gavin, Commissioner, DRS

CLIC Online Forms Initiative – Reg DeConti, OPM

CLIC New License Verification Feature

– Cynthia Denne, Director Health Systems Regulation, DPH and – Johnathan Vittner, Agency Data Processing Manager, DPH

HELP Legislative Update – Mike Mehigen, OPM

NEXT STEPSStrategic Business Plan and Workgroups – John Mengacci, Under Secretary, OPM

CLIC Website Analysis & Usability Training – Linda DeConti, OPM and Bernie Harrower, DOIT

May 13, 1999 – CT Fire Academy, Windsor Locks

CLIC Online Forms Initiative

Goal… To provide electronic access to as many forms as possible online to improve customer service.

Initial Scope25 Agencies900 Licenses2,700 Form Entries

Inventory and Assessment

Getting an accurate count... Many entries within agencies used slightly

different names for the same form First Pass… 60% Reduction (2,700 to

1,100) by consistently identifying forms by the same name

Determining format availability… Online or NOT PDF, Non-PDF, Electronic, and/or Non-

electronic

Eliminate Form Redundancy

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Licenses TransactionTypes

Forms

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Normalized Form Entries

Licenses TransactionTypes

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Second Pass… 75% Reduction (2,700 to 641)

Format Assessment

Results (95% Complete)Online #Forms %Total

PDF 147 Non-PDF 32 Both PDF and Non-PDF 4

183 30%NOT Online

Electronic 92 Non-electronic 366

458 70%TOTAL Forms 641

There is still a lot of work to do!

Getting More Forms Online

Follow-up with Individual Agencies Time Constraints Need Resources

TrainingStaffSoftware

Online Not Appropriate

QQ&&AA

High Efficiency Licensing & Permitting (HELP)

General Agency Meeting

Introduction and Welcome – John Mengacci, Under Secretary, OPM

Getting Ready for E-Commerce– Gene Gavin, Commissioner, DRS

CLIC Online Forms Initiative – Reg DeConti, OPM

CLIC New License Verification Feature

– Cynthia Denne, Director Health Systems Regulation, DPH and – Johnathan Vittner, Agency Data Processing Manager, DPH

HELP Legislative Update – Mike Mehigen, OPM

NEXT STEPSStrategic Business Plan and Workgroups – John Mengacci, Under Secretary, OPM

CLIC Website Analysis & Usability Training – Linda DeConti, OPM and Bernie Harrower, DOIT

May 13, 1999 – CT Fire Academy, Windsor Locks

CLIC New License Verification FeatureDepartment of Public Health

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What Data is Available?

55 Types of Licenses

170,000 Licensees

Health & Environmental HealthPractitioner Licenses

Physicians SanitariansNurses Massage TherapistsDentists BarbersSocial Workers HairdressersPhysical Therapists AcupuncturistsHypertrichologists Embalmers

Who Requests This Data?

Licensees Employers Insurers/HMOs Other State Licensing Entities General Public

How Often is this Data Requested?

900 Telephone CallsPer Week

865 Written RequestsPer Week

“Customer” Benefit

Direct Access, No Waiting!

Immediate access to data

Avoid Busy Telephone Lines

Immediate Results(10 days to process written requests)

Organizational Benefit

Significant reduction in telephone calls and written requests for license verification

Better service to customers

Ability to redirect department resources

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High Efficiency Licensing & Permitting (HELP)

General Agency Meeting

Introduction and Welcome – John Mengacci, Under Secretary, OPM

Getting Ready for E-Commerce– Gene Gavin, Commissioner, DRS

CLIC Online Forms Initiative – Reg DeConti, OPM

CLIC New License Verification Feature

– Cynthia Denne, Director Health Systems Regulation, DPH and – Johnathan Vittner, Agency Data Processing Manager, DPH

HELP Legislative Update – Mike Mehigen, OPM

NEXT STEPSStrategic Business Plan and Workgroups – John Mengacci, Under Secretary, OPM

CLIC Website Analysis & Usability Training – Linda DeConti, OPM and Bernie Harrower, DOIT

May 13, 1999 – CT Fire Academy, Windsor Locks

HELP Legislative Update

H.B. 6592 An Act Concerning Electronic Records and Signatures

H.B. 6744 An Act Concerning Payment for State Licenses by Credit or Debit Card

License Consolidation Initiative

High Efficiency Licensing & Permitting (HELP)

General Agency Meeting

Introduction and Welcome – John Mengacci, Under Secretary, OPM

Getting Ready for E-Commerce– Gene Gavin, Commissioner, DRS

CLIC Online Forms Initiative – Reg DeConti, OPM

CLIC New License Verification Feature

– Cynthia Denne, Director Health Systems Regulation, DPH and – Johnathan Vittner, Agency Data Processing Manager, DPH

HELP Legislative Update – Mike Mehigen, OPM

NEXT STEPSStrategic Business Plan and Workgroups – John Mengacci, Under Secretary, OPM

CLIC Website Analysis & Usability Training – Linda DeConti, OPM and Bernie Harrower, DOIT

May 13, 1999 – CT Fire Academy, Windsor Locks

Website… Management Life Cycle