Wisconsin Digital Government Summit Chris Neff – Vice President of Marketing December 2, 2008 Balancing Innovation and Risk Calculated & Careful Risk-Taking Balancing Innovation and Risk Calculated & Careful Risk-Taking

Can be done in a variety of environments No “perfect” approach Differs in every state & agency due to several factors: Political considerations Past successes (or challenges) Transparency Strategic focus Collaboration Governance Executive support 2

What is your agency’s current tolerance level for: gray areas? interagency & cross-boundary collaboration? longer-term solutions that may be planning-intensive? failure? deferred success? 3

Creative approaches to solving existing & recurring issues Shared infrastructure & maintenance Shared costs across multiple agencies Greater collaboration between agencies & levels of government 4

Planning & preparation takes time Utah One-Stop Business Registration: 6 agencies, 10 local governments, IRS = 2 years Tennessee Criminal Justice System: 6 agencies, FBI = 1.5 years Nebraska JUSTICE: 92 county courts, 93 district courts = 2 years Patience does yield benefits Utah One-Stop Business Registration: 60,000 new businesses registered, +350,000 hours saved since 2003 Tennessee Criminal Justice System: +600,000 integrated searches per year Nebraska JUSTICE: +65,000 court case searches per month 5

Shared infrastructure solutions do reduce costs Multipoint payment processing in Arkansas, Idaho & Iowa: Internet, phone, point-of-purchase, virtual cash drawer Reduced merchant fees Shared or $0 equipment costs Maintenance & security included Security Enterprise-wide PCI DSS and SOX-compliant approach benefits all participating agencies Perimeter, application-level, and business process security solutions Content management Consistent look & feel across agencies 6

Self-Funded Enterprise Portal Solution Statewide portal services available at no cost to agencies Technology build out & refreshes Application development & maintenance Web design / CMS / usability Marketing & promotion Customer service Payment processing Security Web 2.0 solutions Cross-boundary support 7

Proven funding approach Sustainable solution requires no appropriations Does not penalize agencies with lower revenue opportunities Vast majority of services(+85%) available for free to constituents Nominal fees added primarily to business-facing services Heavily regulated industries recognize benefits of faster online turnaround Successfully deployed in 22 states 8

9 Control –Agencies retain control of data, policies, prioritization, and service delivery Unified Portal –Encourages broader agency participation in statewide portal with constituent-friendly common design elements Constituent Service –Fast implementation of online services –Real-time order processing & financial transactions –Multichannel customer service (Live Help, , phone) eGovernment Leadership Community –Gain access to nation’s largest network of state government best practices

10 It can be successful Approach differs in each state and agency Requires careful analysis of your operating environment and existing “comfort levels” Will take time and include some painful periods Collaboration will reduce risk exposure Self-funding is a proven enterprise-level solution

11 Chris Neff Vice President of Marketing