Office of Management and Enterprise Services

PROJECT PURPOSE

Program Goals · Create seamless online experiences for the citizens of Oklahoma when they engage with their state. · Allow the state workforce to inform the public in real-time without interruptions to business continuity. Due to the initial limited timeline from the CARES Act, the following goals should be added in order to build on the program for long-term success: · Understand where citizens engage across digital channels to accelerate progress against the State?s most pressing challenges. · Expand design framework to allow for more agency autonomy, enhanced citizen experiences and operational efficiencies · Enable the state to build a Digital Experience Center of Excellence in order to support and operationally manage the program on a statewide level The COVID-19 illuminated the need for digitally focused services for the citizens of Oklahoma. It also demonstrated the need for reliable, high-speed internet access for many Oklahomans, but particularly our most vulnerable. Allowing for equitable access to state services has proven to be crucial in supporting the safety and livelihood of Oklahomans, but urban and rural. Financed by the CARES Act, Oklahoma invested in migrating 25 state agency websites to the Adobe platform. This laid the foundation for digital excellence by getting several agencies on to the Adobe Experience Manager (AEM) Content Management System (CMS). These new sites not only improved online proficiency, but also allowed for more equitable access to online services by implementing a ?mobile-first? user experience. By migrating these sites onto AEM, these agencies now have access to a host of Adobe products to continue that momentum, such as Adobe Campaign (digital marketing), Magento (e-commerce), Adobe Target and Audience Manager (personalization), and others that will undoubtedly make Oklahoma a ?Top Ten? state for digital experiences. Due to the initial timeline of the CARES Act, we were limited in the amount of work that could be feasibly accomplished with the project. The project consisted of migrations ? meaning that existing sites were moved onto a common platform that focused on mobile-friendliness and a consistent experience. Because the project timeline necessitated migrations versus full redesigns, there are improvements that can be made to those sites to enhance the experience and access to services. While OMES?s Web and Citizen Experience team has worked diligently to continue the momentum by bringing additional sites onto the platform and making ongoing enhancements to sites from the initial Citizen Online Access project, there is still work to be done. With nearly 200 state agencies, we?ve only scratched the surface.

EVIDENCE

None

POPULATION DESCRIPTION

All citizens of Oklahoma potentially will receive a seamless, secure, accessible and trusted way to find up-to-date information and apply for key services from agencies of the State of Oklahoma. The pandemic impacted citizens where in-person, walk-up type services were the only method of receiving information or services that could have been provided by online, digital service equivalents. Legacy web platforms could not handle the ease for common agency staff to update their websites expediently and remotely to disseminate key information about services during the pandemic.

PERFORMANCE MEASURING

OMES will measure performance based on schedule and budget, as well as meeting the business outcome success metrics and Key performance Indicators (KPIs). We use a standard project management tool to collect programmatic data and the Performance Improvement Graph to provide transparency of all information technology projects with expenditures over $100,000.

ONGOING INVESTMENT AMOUNT

$

ONGOING INVESTMENT DESCRIPTION

None

ONGOING INVESTMENT REQUIRED

One-time project will not need continued funding