Governor Deval Patrick's Budget Recommendation - House 1 Fiscal Year 2014

Innovations to Improve Operations

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Governor Patrick    FY 2014 Budget Recommendation:
    Issues in Brief

    Deval L. Patrick, Governor
    Timothy P. Murray, Lt. Governor


The Patrick-Murray Administration is tirelessly pursuing innovation in state government to improve service delivery to residents and to save taxpayers’ money.  Significant strides were made in 2012 to this end, and the Governor’s budget recommendation continues to find innovative management and service delivery models.

The Governor’s Council for Innovation was established in 2012, composed of venture capitalists, founders of successful start-ups, technology specialists, innovation experts and leading academics from Harvard, MIT and the University of Massachusetts, to advise the Governor on the best opportunities for streamlining the delivery of government services to people and businesses and to improve government efficiency.

The Government Innovation Officer (GIO), an innovation expert with extensive private sector experience, took office in July 2012 to advise the Governor on identifying, funding and managing execution of high-impact innovation projects to streamline the delivery of government services to people, businesses and local government in order to improve government efficiency.  To change the way government does business, the GIO has created a strategic framework (the GIO's “10 A's”) to guide effective government provision of services and has identified several key initiatives outlined below that demonstrate progress in accordance with this framework.

GIO's "10 A's"
1. Any time
2. Any where
3. Any device
4. Audience specific (...and FAST!)
5. Audience engaged
6. All with "one voice"
7. Apparent
8. Agile
9. Alerts
10.  Accessible and Open

Changing the Way Government Does Business

With the careful advice of the GIO and the Governor’s Council for Innovation, the Patrick-Murray Administration has identified several key strategies for improving government services while saving taxpayer money.  The following initiatives will bring the Commonwealth closer to operating as a “10 A” organization:

One-Stop Portal for Small Businesses

Small businesses interact with the Commonwealth on a variety of matters, including accessing resources and understanding obligations and regulations.  Many small businesses are uncertain about what support exists and where to start to find the services they need.  A best in class, one-stop web portal for small businesses will facilitate interactions by providing one place to find current and clear information regarding how they can get their needs efficiently met.  Content is presented in a clear, easy to use manner, and a variety of tools and interactive systems will make obligations and resources easier to access and more transparent for small business owners.  This improvement to the Commonwealth’s online services will save small businesses and state agencies time in addressing individual inquiries about licensing, grant opportunities and others.

One-Stop Grant Index for Municipalities

Similar to small businesses, the Commonwealth’s local governments need a streamlined, easy-to-use interface with state government.  Therefore, the Administration is developing a new one-stop listing of all state grant programs for cities and towns.  Municipal officials seeking opportunities for state resources to support local initiatives will be able to find them without needing to understand the state government taxonomy.

Electronic Traffic Citations

Paper traffic citations are inefficient and represent one of the many areas in which government lags behind the private sector.  The Executive Office of Public Safety and Security will be equipping state and municipal police vehicles with mobile data terminals used to issue electronic traffic citations.  This will reduce the period of individual traffic stops and improve officer safety, savings lives and reducing injuries on Massachusetts roadways.  Further, this will create efficiencies, eliminating the labor intensive practice of processing paper citations and manually maintaining driving records.  Monetary savings achieved through this system will repay the investment in the mobile data terminals and will be reinvested in municipal police training.

Modernization Through Security of Health Records

The Administration has implemented a new secure electronic mail system for the Group Insurance Commission (GIC), an entity which provides health insurance and other benefits to state employees, retirees, and their survivors and dependents.  The GIC interacts with its 400,000 enrollees but was formerly restricted to the use of telephone or the United State Postal System to respond to requests for information on a variety of matters, including claims history, status, and coverage problems due to data security considerations. The new system protects secure patient data better and is compliant with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) while improving the GIC’s ability to communicate in a timely and cost-effective manner.

State Government on Your Mobile Device

The Administration has undertaken a project to update all web pages to automatically optimize to smartphone and tablet viewing, to accommodate the fast growth of the mobile device.

Innovation requires constant communication with the general public in a dynamic, two-party conversation.  To this end, the new face of innovation in state government has been launched on the state’s website with a corresponding blog (at  Massachusetts residents are now able to obtain weekly information about our most current innovation projects, can comment on innovation strategies, and can further dialogue with government innovation leaders.  Together, we will change the way government does business.

Reduce Unemployment Using a Modern State Job Board

JobQuest, the state online job placement portal, is being modernized to fit the needs of the 21st century workforce.  Enhancements include expanded resources for job seekers through an increased number of job postings; skills matching in the job search function to not only match job seekers to positions by title, but also by their previous experience and skill sets; an enhanced search engine; an improved career planning tool integrated into the job search function; smartphone capability; industry-specific Micro-Sites for Green Jobs, Veteran’s Jobs, and others; and the ability to receive notifications of job openings through your choice of SMS messaging or email.

Sparking Creativity Among Public Employees

Part of the GIO’s work is to facilitate an all-encompassing “culture of innovation,” from front-line service providers to government leaders.  An Innovation Crowdsourcing and Knowledge Management Tool will be a technological solution to sharing, filtering, and prioritizing innovation suggestions from throughout all levels of state government.  This tool will allow for the posting and sharing of ideas, knowledge management and curation (so ideas can be filtered, shaped, and expanded).

All With One Voice

A multiplicity of telephone call centers exists across many Commonwealth agencies with limited connectivity.  Therefore, the Administration will study the impact of centralizing call centers and employing a single Customer Relationship Management (CRM) System to streamline telephone communication with government.  A centralized system would prevent callers from receiving conflicting messages from multiple agencies and inform phone operators of a customer’s history of interactions to better assist callers.

Leveraging Technology to Maximize Revenue for Health and Human Services

An investment in the Health and Human Services (HHS) data warehouse reporting capabilities will enable the state to receive $6.5 M to $7.5 M per year in additional Federal Financial Participation (FFP) from the Center for Medicare and Medicaid Services (CMS).  This work is more fully described in “Expanding Access to Affordable Quality Health Care.”

Prepared by the Executive Office for Administration and Finance ·
For more information email: (617) 727-2040

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