IACA Merit Award Submission

Jurisdiction Name: State of IndianaContact Name: David MaxwellContact Title: INBiz Deputy DirectorMailing Address:

302 W. Washington StreetRoom E-018Indianapolis, IN 46204

Email Address: drmaxwell@sos.in.govTelephone Number: 317.234.9662

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CONTENTS

01. Overview

02. Effectiveness

03. Originality

04. Significance & Transferability

05. Lessons Learned

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INBiz is a website where businesses can login with one secure username and password to do business with multiple areas of government in the State of Indiana. The website offers Secretary of State (SOS), Department of Workforce Development (DWD), and Department of Revenue (DOR) Services. SOS INBiz services went live in April 2016, and DOR and DWD services went live in August, 2016.

INBiz is open to anyone who wants to run a business in the State of Indiana. INBiz customers include businesses of all sizes, registered agents, accounting and law firms. It can also handle many of the needs of sole proprietors and general partners.

Businesses can register with the Secretary of State’s office, make changes to business registration filing and pay annual filing fees, among many other activities. With the addition of the Department of Revenue, businesses can register, add a new location, and add tax types to locations. For the Department of Workforce Development, users can conduct employer self-service activities through INBiz, such as paying liabilities and filing quarterly reports. INBiz links directly into the Department of Workforce Development’s current system, allowing businesses to do anything that is available online today.

That's why we created INBiz, the state of Indiana's one-stop resource for registering and managing your business and ensuring it complies with state laws and regulations. From registering your business's name to filing required paperwork, you need go no further than INBiz.in.gov.

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INBiz OverviewBelieve in yourself. We do

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o Business One Stop Experienceo Integrated Processes Across Agencieso Clearer Requirements for Businesso Access to Relevant Business Resourceso Customer Driven Product Delivery

CUSTOMER EXPERIENCE

GOAL

Making Goals Reality

AGENCY EFFECIENCY

RISK MANAGEMENT

o High Data Quality at Point of Interfaceo Align Agency Interactions Around

Customer Processeso Broad Self-Service Options

o Business Security Assuranceo Security Vulnerability Managemento Maintainability of the Solutiono Scalability of the Solution

Business focused solution that

increases efficiency and

reduces complexity for the Hoosier business

community

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INBiz StrategyAligning our value objective to our strategic goals

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Cross-Agency FeaturesAligning our value objective to our strategic goals

Secretary of State

Department of RevenueDepartment ofWorkforce Development

Professional Licensing Agency

Indiana’s One Stop Shop

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o Business Formationo Business Searcho Over 20 Filing Typeso Online Information Requests

o Business Registrationo Manage BT-1 Tax Typeso Manage Tax Locations

o Employer Registrationo Wage Reportingo Liability Payments

Recent Voice of Customer study determined business owners are eager to

see Indiana Professional Licensing Agency (IPLA) features in INBiz. SOS is currently

working with IPLA to bring them into INBiz

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Core FeaturesPutting the business owners first

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Single Sign-OnCustomer Workflows

Consolidated Dashboard

Shopping Cart

Single, universal, and secure single sign-in through One Indiana Access. Allows for single, cross agency linked account management

Consolidated dashboard view that includes cross-agency alerts,

documents, announcements, recent activities, and more

Users can submit and pay for multiple transactions at once. Corporate saved

account functions to allow for expedited service provider checkout

“Guide Me” rules-based workflows for ease-of-use

processing between agency services

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INBiz Website ScreensPutting the business owners first

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Home Page

Business Search

Shopping Cart

Dashboard

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Metrics Since Go-Live

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Metrics Since Go-Live

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Over 200K online transactions50K business formations

Over 100K BERs

SOS Metrics

Over 9,000 linked businessesOver 7,000 tax registrations

DOR Metrics

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Metrics Since Go-Live

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SOS METRICS SINCE GO LIVE Sept 2016 Oct 2016 Nov 2016 Dec 2016 Jan 2017 Feb 2017On-Line Transactions 94,522 113,813 124,822 140,197 157,173 193,680 Formations 17,905 22,929 23,444 26,728 30,351 36,316 Online Business Entity Reports 52,737 64,072 69,954 79,949 89,021 112,132

DWD METRICS SINCE GO LIVE Sept 2016 Oct 2016 Nov 2016 Dec 2016 Jan 2017 Feb 2017Linked Accounts 131 280 332 556 683 912New Accounts 45 131 160 276 355 483Accounts Not Linked 29 50 44 44 47 52

DOR METRICS SINCE GO-LIVE Sept 2016 Oct 2016 Nov 2016 Dec 2016 Jan 2017 Feb 2017Registrations Submitted 594 1,626 2,175 3,088 4,105 7,266 Registrations Not Completed 189 436 750 1,362 2,248 4,917 Registrations Pending Approval 338 754 127 139 58 67 Businesses Linked 455 1,351 2,654 3,795 5,031 8,839

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Metrics Since Go-Live

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SOS Sept 2016 Oct 2016 Nov 2016 Dec 2016 Jan 2017 Feb 2017Total Revenue 3,194,066$ 3,899,833$ 4,306,188$ 4,966,814$ 5,633,428$ 6,995,482$

DOR Sept 2016 Oct 2016 Nov 2016 Dec 2016 Jan 2017 Feb 2017Total Payments 9,325$ 24,650$ 32,900$ 45,450$ 59,575$ 107,025$

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Metrics Since Go-Live

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Effectiveness“ Business owners need time to grow, and INBiz gives them back time.”

Julie GriceChief Revenue OfficerIndy Chamber

INBiz: A Resource for New and Existing Businesses

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Client NeedsCustomer satisfaction surveys conducted to determine if INBiz respond to needs of clients

From November 2016 through December 2016, an independently issued customer satisfaction study was conducted - surveying 800 INBiz site users. The data collection channel took place online through a pop-up invitation on the INBiz website. Site users were provided the option of whether or not to participate in the survey.

Quantify the value of INBiz expressed as time saved by users

Assess overall user satisfaction; best parts of user experience and areas of improvement

Determine greatest user benefit(s)

01.

02.

03.

Survey Objectives

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Client NeedsCustomer satisfaction surveys conducted to determine if INBiz respond to needs of clients

Customers were asked what was the primary method used to complete their filings prior to INBiz. Nearly 60% of customers used mail or individual agency websites prior to using INBiz.

Primary Method Before INBiz1

Customers were asked how INBiz compares to methods used previously. The highest response rate noted significant improvement from the former primary method.

How INBiz Compares2

Customers were asked what is the greatest benefit of INBiz provided to them as a user. Clients noted INBiz saves time, is easy to navigate, and is a great single location with access to multiple agencies.

Greatest Benefit3

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Improved Service DeliveryOriginality through increased, customer-focused innovations

Users experience significant improvements in service delivery through ease-of-use in navigation, workflows, and end-to-end processing.

Easy View to Manage Your Business

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Improved Service DeliveryOriginality through increased, customer-focused innovations

Service providers, such as registered agents, can use this option to setup or accept an invitation to a saved payment credit card. This corporate account card can be used for expedited checkouts by associating one card to many accounts, and paying for multiple transactions.

Saved Payment Accounts

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Online AdoptionEffectiveness measured through online adoption rates

BER Online Adoption Rate increased from

87% in legacy system to 96% with INBiz.

BER Online DFP Formations DLLC FormationsDFP Formation

Online Adoption Rate increased

from 85% to 91%

DLLC Formation Online Adoption

Rate increased from 89% to 93%

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Improved ComplianceEnsuring our clients remain compliant through system improvements

Increase of 200%Business Entity Reports filed

online in one day

Increased

Decreased

Less than 2% of online transactions rejected since INBiz launched

Rejected filings due to non-compliance have decreased significantly since the introduction of INBiz

Significant compliance increases through INBiz

system automated e-mail reminder notifications to file

Business Entity Reports online

Feb-15 Feb-16 No. Diff % Diff

Total No. of Online BERs Filed

596 1798 ↑ 1202 ↑ 201.68%

INBiz Daily Collection $38,820.00 $62,584.00 ↑ $23,764 ↑ 61.22%

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Integrity of Public RecordEnsuring the highest integrity of the public record

For the first time, application requires the user to login to perform actions that change a business record.

Increased Security1

The application sends email alerts notifying business owners of changes to their business record.

Business Alerts2

INBiz provides advanced search capabilities, which allows public users to locate and access public records relating to a business, by Registered Agent Name, Principal Name, Incorporator Name, Street Address, City or Zip Code at no cost.

Improved Search Function3

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Originality

The Secretary of State worked with the Indiana Legislature to make a visionary shift in 2011, amending the Indiana Code concerning state and local administration. The Legislature selected SOS, DOR, and DWD based on constituent demand, because they represent the most basic activities that a business must do to legally operate in the State of Indiana.

From filing incorporation papers with the Secretary of State, to registering to pay taxes with DOR, to filing quarterly reports with DWD, the Legislature recognized that making Hoosier business owners’ lives easier meant making SOS, DWD, and DOR tools more accessible and simplified.

Championing Originality1) INBiz shifts the State’s view to a “business owner needs focused” rather than “State

needs focused” model, centralizing responsibility for business registration activities in a system owned by the Secretary of State.

2) INBiz was designed to be a living, evolving solution.

3) The One Indiana Access single ID for state business was implemented with the system and accepted by all of the participating agencies.

Recently a Voice of Customer study was done to determine what state agencies business owners would like available on the portal. The Indiana Professional Licensing Agency was the most requested response. The Secretary of State is currently working with the Professional Licensing Agency to bring them on to INBiz

Championing innovation

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New Service ConceptOne of the furthest reaching one-stop solutions in state government

INBiz is one of the furthest reaching programs for the “One-Stop” solution in state government. Beyond the collaborative, cross-agency partnerships between SOS, DOR, DWD, and PLA, the State of Indiana’s one-stop resource provides a streamlined and expedited process for end-users through a single help desk, cohesive user experience, and secure protected data.

One-Stop Focus

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Improved Service DeliveryOriginality through increased, customer-focused innovations

Protected Data Zone

Help Desk

Increased Online Services

Brand Management

INBiz data resides in the three-tiered protected data zone –

the highest NIST compliant infrastructure – making INBiz

the most secure state-hosted application in Indiana The INBiz Program has rolled

out a single client support help desk that removes the burden

of tier one care from the agencies and gives the

customer a single point of contact

INBiz has increased online offerings, information request types, filing types, and more.

Search capabilities have been enhanced for the public

INBiz has partnered with marketing professionals to create a unified

brand. All INBiz material is designed with customer-centric

branding and focus

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Improved Service DeliveryOriginality through increased, customer-focused innovations

o Certificate of Facts;o Conversiono Domesticationo Charter Surrendero Foreign Formations & Amendmentso Restatements and Restatements with Amendmentso Ability to upload custom attachments

Increased Online Offerings1

Increased Search Capabilities2o Able to search by RAo Able to search by Principal and Incorporatoro Able to search by Addresso Able to search by entity type, status, or name type

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New Service ConceptCustomer satisfaction surveys conducted to determine if INBiz respond to needs of clients

Customers were asked how strongly does INBiz Support the State’s desire to be recognized for Technological Innovation. The vast majority of survey responders said INBiz very much supports the State’s recognition of technological innovation.

Technological Innovation

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Significance & Transferability o INBiz makes substantial progress in diminishing the complexities of interacting with the

State of Indiana by providing: o A simple and efficient customer experienceo A one-stop resource for registering and managing your business with multiple

state agencies. o A safe and secure environment

o INBiz will provide significant improvement over time as additional services are on-boarded.

o The complexities of ensuring that one’s business maintains compliance with governmental agencies is an issue that plagues most jurisdictions. INBiz can serve as a model for any jurisdiction looking to provide an enhanced interaction to its constituents.

o The INBiz platform can be implemented throughout all levels of government, including state, county, and municipal helping to improve business compliance.

Addressing the Issues

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Lessons LearnedRoad to Implementation

o Unexpected Issues: o Complexities relating to the implementation of

the Protected Data Zone caused project delays.

o Amount of time needed to review requirements documentation.

o What would you do differently? o Improved requirements documentation o Additional testing

o Valuable Advice: o Statutory mandate and executive level support

was key in ensuring INBiz successo Engage all key stakeholders at project initiation

to ensure buy-in o Create an overall implementation roadmap.o Identify all key resources to be involved for

different levels of project developmento Use an experienced quality assurance/testing

vendor

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ImplementationThe road map to implementation of INBiz

SOS Initial Launch

GOOD GREAT

INBiz go-live with SOS Online services only. Implemented in-house tool with

real-time shared database

DOR & DWD

INBiz online services expanded to include DOR and DWD features.

True “One-Stop” experience

UCC & Trademark

INBiz Online SOS services expanding to include UCC Filings & Searches,

Trademark Registrations & Renewals

IPLAINBiz online expanding to include PLA full licensing services and real

estate license transfer services

DWD Pt. 2Additional DWD services linked through INBiz: Indiana Career

Connect, New Hire Reporting, eWOTC

2016

2017

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INBiz Agency Partners

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INBiz Vendor Partners