Going Mobile in Illinois: State agencies develop mobile platforms to improve services for allSummaryThe State of Illinois has been modernizing, streamlining, and transforming its technology. Previously, thestate’s systems had been antiquated, inefficient, and non-productively siloed.The transformation is built on theIllinoisFIRST IT strategy: Fast,Innovative, Responsive, Smarter,Technology deployment. IllinoisFIRSTis founded on establishing aborderless culture for IT across thestate, making the effort through aseries of 75-day sprints with thepremise of running IT as a business.The journey is built on four keyfoundational pillars: using a commonback-office enterprise ERP system,transforming the business of IT,establishing statewide data analytics practice, and going mobile in Illinois.The initial results of the strategy have been overwhelmingly positive for the state. The MobileFIRSTinitiative, launched in early 2016, has particularly exceeded expectations.To serve the growing number of people “going mobile” in daily life, the DoIT team in conjunction withagency leadership teams across the (7) services deliver verticals strategized the best ways to help stateagencies become “mobile enabled,” serving citizens, businesses, visitors and employees alike throughmobile devices. DoIT released its first four mobile apps in 2016. With a scaled development strategy inplace, the goal to work with agencies to release one mobile enabling solution per month was achievedmore than twice over in the time that followed. Since the initial four apps were launched, the state hasreleased 38 additional apps serving health and human services, public safety, regulation andcompliance, employment services, education, environmental services and economic development.
With the rapid adoption of new mobile apps across the state, the MobileFIRST approach lead to therelease of the IllinoisFIRST app, which hosts access to all current apps, portals and platforms provided bythe state of Illinois. Through the app, users can easily search for available Illinois mobile services, andsubscribe to receive updates when new services they need become available. This achieves both themobile initiative’s goal of improving state service delivery and the overall IllinoisFIRST goal of makingstate systems seamless and interoperable.Further achievements of MobileFIRST included making 87% of Illinois websites mobile responsive,including Illinois.gov, and implementing a framework to guide agencies through developing mobile appsusing the Mobile Innovation Center resources initially, then their own for final versions. The initiativehas made great progress since the beginning of 2016. Citizen interaction points that are mobile enabled has risen from 1% to 32%Number of licenses being renewed online and via a mobile device has risen from 3% to22%Number of state workers using mobile applications for their every day jobs has nowincreased to 20%.ProblemWhen IllinoisFIRST began, an unprecedented number of people used mobile devices, rather than PCs orother sources, as their main means of communication and research. But most Illinois agencies did notoffer mobile platforms, services, or portals or provided them in limited fashion. In fact, at the start ofthat year, only 1% of the state’s potential mobile interaction points were enabled, and few systemswere in place to build technology to increase that coverage. DoIT, working as the service provider forIllinois agencies, recognized that becoming “mobile enabled” was crucial to serving state citizens,visitors and employees. Before mobile enabling took place, these users would be frustrated by the extrasteps required, in person, online, or via traditional mail to access a state service or function that theycould have instantly accessed on their phones or other mobile devices.AnalysisThe State of Illinois team addressed this problem both in the short term, by starting to develop relevantmobile platforms for various agencies, and in the long term, by empowering agencies to launch andmaintain mobile solutions for themselves. Setting a goal of one mobile solution release per month, theproject team focused on challenges faced by a few specific agencies, then assessed methods to scalesolutions for a broader range of agencies. They implemented a common security system, mobile devicemanagement system and hosting platform, but left more granular developments largely to agenciesthemselves. Eventually, the process of providing initial lean training to agencies while letting them steerthe mobile development proved to be a low-cost, high-yield approach.SolutionIn August 2016, DoIT officially released four mobile solutions. All are still functioning, and DoIT has sincehelped launch over 30 more mobile enabling options for various agencies.
State employeesreceivetech updatesStudents & parentsaccess collegechoice & financialaid toolsAttendees findvendors &attractionsUsers find stateservices via mobilelocation toolsThroughout 2016 and 2017, DoIT’s strategy for helping state agencies develop, release, and maintainmobile solutions proved successful. It continued to gain momentum.DoIT Strategy: Helping State Agencies Create Mobile Solutions PreparationsIdeation Agency defines mobile solutionneeds & budget DoIT designs a mockup ofpotential solution, based onknowledge of enterprisetechnologiesDevelopment DoIT collaborates with Agencythrough "lean" mobile training Agency uses DoIT,in-house & outside resources tocreate mobile solutionLaunch Agency releases solutionindependentlyImpactBy mid-2017, DoIT’s strategy to grow mobile coverage showed significant results.Goals for Going Mobile in IllinoisAchieved by June 2017Release 1 solution per monthfrom August 2016 (16 total)Average of 4.6 solutions releasedper month (39 total)Increase mobile coverage from 1% to 80%Increased coverage to 32%The increased mobile coverage showed its intended impact: improving the Illinois government’s deliveryof services, especially to citizens. Results range from an app that helps out-of-state visitors learn abouthistorical sites of interest, to a program that issues mobile phones to DCFS employees so they canaccurately record home visits and ensure their assigned children are safe.DoIT’s mobile releases in April 2017, Illinois.gov and Illinois FIRST, both synthesized existing digitalservices. Illinois.gov now includes a mobile-optimized portal that lists the websites for all 88 Illinois state
agencies. It acts as an easy-to-check directory for anyone with a phone who is looking for services.IllinoisFIRST is a mobile app that provides a list of other available state apps and mobile services.Noted “Going Mobile in Illinois” Successes:Mobile Enabled Licensing Continues to Expand at DFPRTHe Department of Financial and Professional Regulation (DFPR) announced Nursing as the latest intheir mobile enabled online license offerings. DFPR is on target to have 75 percent of new licensesavailable online by the end of June. The agency oversees more than 200 licensing categories forbusinesses and residents in Illinois. More on their mobile enabled online licensing can found here.New Look for State Fire MarshallThe Illinois State Fire Marshall (SFM) launched their new mobile enabled website. The developmentfocused on a new design and features that make it easy for users to navigate, including dynamicallydriven listings of the most frequently used forms and applications.Illinois Department of Agriculture Modernizes Egg InspectionsThe Illinois Department of Agriculture's Egg Inspection Program recently used technology to improve theinspection process for day to day regulatory functions. Prior to the fall of 2015, the program had beenusing an outdated, largely paper-based system. The program now uses a new mobile web-based systemthat allows for data to be updated and accessible in real time.Mobile Case Management Bringing Benefits to DCFSDCFS has been using mobile technology for over a year and the new system is showing impressiveresults, including the ability to now complete critical tasks in days rather than weeks. The mobile app isdeployed to nearly 1,000 DCFS front line investigators, caseworkers and supervisors. Future plansinclude rolling out the app to private agency caseworkers to achieve full integration.‘Experience History’ with IHPA’s Innovative Mobile AppThe Illinois Historic Preservation Agency (IHPA) is announcing the release of their new mobile appknown as ‘Experience History’. The app brings history alive with pictures and information, making iteasier to learn about historic sites in Illinois. Additionally, ‘Experience History’ is the first app tointegrate mobile payment functionality through the E-Pay Program, which DoIT will be including in otherstates sites in the future.IEMA Launches New Version of WebEOCThe team at IEMA recently launched the latest mobile friendly version of the WebEOC (EmergencyOperations Center) tool to support the mission of crisis management, public safety and emergencyresponse personnel. The new application features a fresh interface for an improved, customizable weband mobile use. DoIT helped enable the operations team at IEMA’s vision and provided trainingopportunities to ensure user readiness prior to going live on February 6. The new version will help meetIEMA’s need for improving real-time information.
ImprovementsA goal of “Going Mobile in Illinois” is to mobile enable all interaction points by citizens, businesses,visitors and employees. Agencies who provide these services have diverse needs, resources, goals, and“customers” to consider. It is essential for agencies who participate to assess exactly what a mobilesolution should offer their “customers”. They should also identify specific parameters that make thissolution possible to achieve, ultimately independently. These agencies should share their learnings withother agencies, so the mobile solution strategy can keep growing faster and more efficient. Finally allentities involved, including DoIT, can continue learning from enterprise mobile solutions, implementingthe best practices they see succeed in business fields.ReferencesDoIT Going Mobile in Illinois: Strategy overview and flagship mobile solutionsDoIT Mobile News: Video and further materialDoIT Digest: Updates from the news“Transformation Journey in Illinois”: CIO Review article, April 2017National Association of State CIOs, App Catalog: Browse apps submitted by other states; explore othermobile initiatives
Going Mobile in Illinois: State agencies develop mobile platforms to improve services for all . With the rapid adoption of new mobile apps across the state, the MobileFIRST approach lead to the . Illinois.gov now includes a mobile-optimized portal that lists the websites for all 88 Illinois state
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