Get Your Fastest Time Yet: Race-winning Solutions from Texas.gov Janet Gilmore Assistant Director, DIR Erin Hutchins Director of Portal Operations, Texas.gov Brian Stevenson Director of Core Services, Texas.gov

Agenda  Gain a Competitive Advantage with Texas.gov —The Warm-up: A Texas.gov Overview —What is Texas.gov? —The Need for Speed —By the Rules: Program Governance —Measuring Performance: Key Success Indicators —Cheers from the Fans: What Texans are Saying  Comprehensive Training Program: What We Offer —Core Strength: Texas.gov Core Competencies —Increased Flexibility: Flexible Funding Solutions —Personal Training: Service After the Sale —Resistance Training: Security —Endurance Electronic Payment Processing  What We Can do for You —Cross Training: Popular Texas.gov Services & Solutions —Texas.gov Products Can Get You to the Finish Line 2

From a 5K to a Marathon: Texas.gov Solutions Can Help You Gain a Competitive Edge August 29, 2015Proprietary and Confidential3

The Warm-up: A Texas.gov Overview 4

What is Texas.gov?  A Successful Public/Private Partnership —Innovative, cost-effective, and collaborative public/private partnership between Department of Information Resources (DIR) and Texas NICUSA, LLC —Awarded contract July 31, 2009 and began January 1, 2010 —Robust governance structure to support G2G, G2C, and G2B applications and services  An Innovative Business Model —Self-funded, transaction-based program —Contributes to The State of Texas General Revenue Fund  Award-winning —Best of Texas Award – Center for Digital Technology —Web 2.0 State and Local Government Award – Public Technology Institute —Gold Screen Award of Excellence – National Association of Government Communicators —ClearMark Award – Center for Plain Language —GovMarks Award – GovMark Council 5

The Need for Speed  Alternative to Traditional Procurement Methods —Texas.gov develops web-based applications and services for state and local governments —Entities can leverage the Texas.gov Master Agreement to eliminate the RFP process and allow for quicker time-to-market 6

By the Rules: Program Governance  Governing Authorities — Transparency into Texas.gov operations — Provides platform for stakeholders to contribute to Texas.gov strategy and direction — Ensures adherence to Texas.gov’s mission Executive Steering Committee Customer Advisory Council Architecture Standards Board Occupational Licensing Steering Committee DIR Board Change Control Board Third Party Application Council (3PAC ) Project Review Board Partner RepresentationDIR & TxNICUSA

Measuring Performance: Key Success Indicators  Governance —115 Customer Agreements —1,000+ service and subcontract agreements managed —7 Governance Authorities created and leveraged to manage the Texas.gov program  Services —1,000+ online services via 150 web-based applications —225+ participating state agencies and local governments  Performance —$17 billion+ in state and local revenue processed by Texas.gov —$87 million+ in contributions to the State’s General Fund —145 million+ financial transactions securely processed  Portal —217 million+ visits to Texas.gov since its inception August 29, 2015Proprietary and Confidential8

Cheers from the Fans: Texans Praise Texas.gov August 29, 2015Proprietary and Confidential9 “I love this service! Thanks for providing a worry-free, easily accessible way to renew my professional license.” -Board of Veterinary Medical Examiners | Veterinarian License Renewal “The service was clear, easy, and quick to navigate.” -State Health Services | Professional Licensing & Certification Renewal “Perfect! Much easier than renewing through the mail. This is quick and easy.” -Board of Nursing | Nurse License Renewal “Great website. Thanks for keeping it clean and easy to use.” -Texas.gov Survey Respondent “You can’t improve perfect.” -City of Houston | Ticket Pay

Comprehensive Training Program: What Texas.gov Offers August 29, 2015Proprietary and Confidential10

Core Strength: Texas.gov Core Competencies  Application Development —Design and build online applications that are accessible, multi-lingual, and mobile-ready  Technology Solutions —Manage infrastructure, hosting, networking, quality assurance, and security  Payment Processing —Secure, Payment Card Industry (PCI) Level 1-compliant payment engine offers end-to-end transaction management services  Marketing and Promotion – Raise awareness and drive adoption  Customer Service —Multi-channel customer service solution and dedicated support team provide 24/7 assistance August 29, 2015Proprietary and Confidential11

Increased Flexibility: Flexible Funding Solutions  Self-funded Model — Transaction-based — Can include Administration and Subscription Fees  Appropriated Model — Legislative appropriations may be preferred funding source — Apply legislative appropriations to reimburse cost of building and operating service — Models Time & Material Deliverables-based Subscription Fees Service Fees  Hybrid Model — Legislative appropriations + self-funded approach August 29, 2015Proprietary and Confidential12

Personal Training: Service After the Sale Texas.gov Help Desk – A tiered approach to supporting Partner requests by leveraging the ITIL Framework for communicating, managing, and resolving incidents August 29, 2015Proprietary and Confidential13 Tier 1: Call Center Support Tier 1 support: via live chat, , or telephone Issues that cannot be resolved by Tier 1 support are escalated to Tier 2 Average Monthly Live Chats: 6,344 Average Monthly s: 1,097 Average Monthly Calls Answered: 13,917 Tier 2: Texas.gov Service Desk Tier 2 support: escalated constituent requests and original requests made by Texas.gov Partners Issues that cannot be resolved by the Texas.gov Service Desk are escalated to Tier 3 Average Monthly Service Desk Requests Managed: 616 Tier 3: Technology Support Tier 3 support: Texas.gov specific technical expertise in support of constituent and Partner requests

Resistance Training: Texas.gov Security  Leadership — Participate in local organizations, panels, and leadership forums at industry events — Extensive security management expertise from reputable organizations and government entities — Utilize innovative tools and systems to identify, isolate, and thwart attacks  Compliance — Sarbanes-Oxley — PCI (Payment Card Industry) — CISSP and SANS Certifications — Non-Security certifications including PMP and ITIL August 29, 2015Proprietary and Confidential14 Texas.gov is committed to safeguarding all personal and financial information. There have been 0 security breaches in the life of the Texas.gov program. Texas.gov is committed to safeguarding all personal and financial information. There have been 0 security breaches in the life of the Texas.gov program.

Endurance Training: Electronic Payment Processing  Secure Payment Engine — A scalable enterprise payment gateway solution that integrates with the Uniform Statewide Accounting System (USAS) — Qualified, SAS 70 Type II and compliant with Sarbanes-Oxley and PCI requirements — PCI Level 1 compliant with Payment Application Best Practices (PABP) standards August 29, 2015Proprietary and Confidential15 In 2010, TPE processed more than 120 million transactions and $12.1 billion in secure payments on behalf of NICUSA’s government partners

Cross Training: Popular Services & Solutions  Residents — Vehicle Registration and Renewal — Driver License Renewal and Change of Address — Vital Records Orders (birth & death certificates) — Voter Registration  Professional — Occupational Licenses and Renewals — Subscription Renewals  Business — Vehicle Inspection — Business Licenses and Permitting — Electronic Filing for Courts — Driver Record Ordering  City and Local Government — Ticket Payment — Utility Bill Payment — Property and Sales Tax  Donation Services — Match the Promise Foundation (prepaid tuition) — Veteran’s Online Donation  Websites — Emergency Preparedness — Veterans Portal — Texas.gov

Texas.gov Products Can Get You to the Finish Line Proprietary and Confidential17 Configurable online application that processes one-time and recurring online payments Integrates directly with your front-end online service to accept all payment types Point-of-sale payment solution Online event registration

Ask the Trainers: Contact Us  Janet Gilmore, Assistant Director, DIR  Erin Hutchins, Director of Portal Operations, Texas.gov |  Brian Stevenson, Director of Core Operations, Texas.gov |  Jennifer Savoy, Director of Marketing & Outreach, Texas.gov |