High Efficiency Licensing & Permitting (HELP) General Agency Meeting

1. High Efficiency Licensing & Permitting (HELP)General Agency Meeting May 13, 1999– CT Fire Academy, Windsor Locks • 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

2. Getting Ready forE-Commerce Using Today’s Technology to Serve Our Customers Better! presentation by Commissioner Gene Gavin Department of Revenue Services (DRS)

3. Connecticut — Land of Steady Habits

4. Why Technology? • Tax Administration: • Data intensive • Information sensitive • Strict confidentiality • Priority on accuracy • Sharing & comparing of data • Customer service

5. 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

6. TechnologicalInnovations • Electronic Filing • Personal Computer Filing • Telefiling • Internet

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

8. TechnologicalInnovations • Personal Computer Filing • 2nd Year • 5,933 Returns • 2,837% Increase • Fast Refunds

9. TechnologicalInnovations • Telefile • 2nd Year • 99,057 Returns • 93% Increase • Fast Filing • Fast Refunds

10. TechnologicalInnovations • Internet • Education • Information - Search Engine - DRS E-news • Compliance • Interactive registration

11. Other Technology Uses • Electronic Funds Transfer • Magnetic Media Processing

12. The DRS Model • Vision • Planning • Acquisition • Testing • Implementation • Public Awareness

13. Changing Customer Habits • No one likespaying taxes… • not even me! • -- Gene Gavin, Commissioner

14. Changing Customer Habits • Incentives • User-friendly • Fast • Quick Refunds • Reduces Costs

15. Barriers to Success • Initial Cost • Legislation • Customer acceptance

16. Vision for the Future • Expansion • Electronic filing • Telefiling • Personal computer filing • Direct deposit of refunds

17. Vision for the Future • Credit Card Payment • Interactive Tax Registration • Interactive Return Filing

18. Getting Ready forE-Commerce Q&A Using Today’s Technology to Serve Our Customers Better! presentation by Commissioner Gene Gavin Department of Revenue Services (DRS)

19. High Efficiency Licensing & Permitting (HELP)General Agency Meeting May 13, 1999– CT Fire Academy, Windsor Locks • 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

20. CLIC Online Forms Initiative • Goal… To provide electronic accessto as many forms as possible online to improve customer service. • Initial Scope 25 Agencies 900 Licenses 2,700 Form Entries

21. 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

22. ? Eliminate Form Redundancy Licenses Transaction Types Forms A I B A R A B Before... C I D B R C D

23. Normalized Form Entries Licenses Transaction Types Forms A I A R B After... C I B R D Second Pass… 75% Reduction (2,700 to 641)

24. 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 45870% • TOTAL Forms 641 There is still a lot of work to do!

25. Getting More Forms Online • Follow-up with Individual Agencies • Time Constraints • Need Resources Training Staff Software • Online Not Appropriate Q&A

26. High Efficiency Licensing & Permitting (HELP)General Agency Meeting May 13, 1999– CT Fire Academy, Windsor Locks • 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

27. CLIC New License Verification FeatureDepartment of Public Health http://www.ct-clic.com/

28. http://www.state.ct.us/dph/scripts/hlthprof.asp

29. What Data is Available? • 55 Types of Licenses • 170,000 Licensees Health & Environmental HealthPractitioner Licenses • Physicians Sanitarians • Nurses Massage Therapists • Dentists Barbers • Social Workers Hairdressers • Physical Therapists Acupuncturists • Hypertrichologists Embalmers

30. Who Requests This Data? • Licensees • Employers • Insurers/HMOs • Other State Licensing Entities • General Public

31. How Often is this Data Requested? • 900 Telephone CallsPer Week • 865 Written RequestsPer Week

32. “Customer” Benefit • Direct Access, No Waiting! • Immediate access to data • Avoid Busy Telephone Lines • Immediate Results(10 days to process written requests)

33. Organizational Benefit • Significant reduction in telephone calls and written requests for license verification • Better service to customers • Ability toredirect department resources

34. http://www.state.ct.us/dph/scripts/hlthprof.asp Q&A

35. High Efficiency Licensing & Permitting (HELP)General Agency Meeting May 13, 1999– CT Fire Academy, Windsor Locks • 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

36. HELP Legislative Update H.B. 6592An Act Concerning Electronic Records and Signatures H.B. 6744 An Act Concerning Payment for State Licenses by Credit or Debit Card License Consolidation Initiative

37. High Efficiency Licensing & Permitting (HELP)General Agency Meeting May 13, 1999– CT Fire Academy, Windsor Locks • 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

38. Website…Management Life Cycle