high efficiency licensing & permitting (help) general agency meeting introduction and welcome...
TRANSCRIPT
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)
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 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
?
Licenses TransactionTypes
Forms
BI
R
C
D
C
D
AI
R
A
B
A
BBefore...
Normalized Form Entries
Licenses TransactionTypes
Forms
AI
R
A
BAfter...
BI
R
C
D
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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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
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