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INSIDE
ALABAMA INTERACTIVE REPORT 2012
Team Member Profile ........ 2
Outdoor Alabama Mobile App Now Available on iTunes ........... 3
Alabama Interactive: Invested in Our Community .... 8
Alabama Interactive Awarded eGovernment Services Contract Once Again
n February of 2012, through a competi-
tive bidding process (Invitation to Bid
No. 12-X-2237169 for Alabama eGovernment
Services), the state entered into a contract
(T001) with Alabama Interactive (AI), a
subsidiary of NIC Inc. (NASDAQ: EGOV). The
agreement allows AI to provide, at no cost to
the state, all necessary hardware, software,
administration, payment processing, and
other services necessary for the success of
the Internet portal to state agencies, boards,
The Self-Funded Model
One of the more striking facets of AI is the method by which it is funded.
Since the inception of the contract, Alabama Interactive has operated in
an exclusively self-funded manner, meaning the portal’s revenues are
generated through portal fees paid by businesses and citizens for transactions
conducted online rather than by funds appropriated from the state. The remaining
revenues are attributable to state funds for projects that, while not transactional,
create improved efficiency for the state government. Due to this unique and
effective business model, AI is delivering its streamlined government services at
no cost to the state. We provide eGovernment applications that can be leveraged
across the entire state, allowing all agencies to participate online regardless of size,
funding, or resources.
Since the inception of the first eGovernment contract in 2002, AI has established
agreements with close to 60 agencies and has launched more than 200 eGovern-
ment applications. The self-funded model continues to prove to be the most effective
and efficient method of providing state-of-the-art, Web-based applications for state
agencies whose budgets continue to shrink year over year. We have helped large
departments like the Secretary of State’s Office move high-volume services such
as UCC filings and searches online, and we have assisted small agencies such as
the Alabama State Board of Registration for Foresters achieve important, internal
efficiencies by creating an online license renewal system. In 2012, AI processed more
than 654,000 transactions, which amounted to more than $127.6 million in statutory
payments through our proprietary payment engine for the State of Alabama. n
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2 | ALABAMA INTERACTIVE REPORT 2012
Technology Enhancements in 2012echnology is at the forefront of all aspects of Alabama Interactive’s work.
Through NIC’s Central Data Center (CDC), Alabama Interactive has invested
in an infrastructure that provides maximum up-time for Alabama eGovernment
services. Dedicated servers host state Web applications, which interface with back-
end systems (including the state mainframe). A secure socket layer server (SSL) is
also utilized to encrypt private information, such as customer credit card transactions.
Through synergies gained by hosting with NIC’s state-of-the-art data center, Alabama
Interactive also enjoys excellent Internet bandwidth.
The CDC environment continues to be recognized as a world-class hosting facility
and some 2012 enhancements include upgrading the TPE and Customer Database
(CDB) back-end infrastructures, migrating all Web, application, job, and other servers
to different storage and fully migrating off all legacy servers. Alabama Interactive is
also in the process of completing upgrades to its server software to the latest versions
of Resin, Apache, and Struts.
Team Member Profile
rin Poole has been an important
part of Alabama Interactive for
more than seven years. She began as
a customer service representative and
transitioned to become
the office’s accounting
administrator. Recently,
she began expanding
her role to include
quality assurance for
all of AI’s new services. Her enthusiastic
personality, along with her industry expe-
rience and business acumen, has added
tremendous value to the portal.
Her willingness to go the extra mile
when assisting both customers and
agency partners is an important aspect of
her job. As the accountant in the office,
she helps our more than 2,500 subscribers
with a host of billing and account-related
questions. Additionally, Erin has helped
automate a number of internal processes,
including the disbursement of collected
funds to numerous state bank accounts.
This has made financial reconciliation
much easier for both AI and the state.
Erin’s favorite part of her role is finding
ways to make our partners’ processes more
efficient. She is committed to improving
herself and others, and her value to the
team will only continue to grow.
Alabama Interactive is dedicated to the
state of Alabama and provides reinvest-
ment in Alabama by hiring full-time
employees who are Alabama residents.
All of our employees work in our office
in downtown Montgomery just outside
the Capitol complex. Erin and the rest
of our devoted staff look forward to
continued growth in the years to come.
E
Message From the General Manager
“The whole is more than the sum of its parts.” Aristotle’s message helps communicate
the essence of an enterprise eGovernment program – several great agency eGovern-
ment services makes for an even better Alabama eGovernment platform. In 2002,
the state of Alabama stepped out as one of the leaders in innovation and partnered with NIC to
build a best-in-class eGovernment portal. Nearly 60 agency partners and more than 200 online
applications later, Alabama Interactive (AI) is still growing and delivering value. These 200 “parts”
are certainly noteworthy in and of themselves, but the real value is the “whole” created by the
collective belief in efficient government. Many of the agency partners we work with today would
not be able to maintain their online presence without the economies of scale provided by the enter-
prise model. I constantly hear stories from citizens who are so grateful to have the opportunity to
renew a professional license or pay for a permit online, and it makes me feel good knowing no tax
payer dollars were appropriated in order to provide these online services.
For more than 20 years, NIC has operated predominately under the self-funded model, today
operating efficient eGovernment in 30 states. We continually reinvest in the local community
by creating local jobs, contributing to state tax revenues, and giving back through community
service projects. We don’t just fly in from a corporate office for important meetings, rather AI’s
employees live and work in the Montgomery area and we pride ourselves in walking alongside
our partners from project inception through successful launch.
On behalf of everyone at Alabama Interactive and NIC, I want to thank the state of Alabama
for being innovative and forward-thinking over a decade ago and allowing us to share in the
creation and growth of Alabama’s eGovernment program. I look forward to the years to come
and to the continued progress toward launching several new eGovernment services to support a
“whole” model for innovation, creativity, and efficiency.
T
Barrett Gilbreath
ALABAMA INTERACTIVE REPORT 2012 | 3
Outdoor Alabama Mobile App Now Available on iTunesn the fourth quarter of 2012, Alabama Interactive launched
the first mobile application for the Alabama Department of
Conservation and Natural Resources (DCNR). The iPhone
application, Outdoor Alabama, offers a variety of useful tools
and information for on-the-go hunters, anglers, and outdoorsmen
throughout the state of Alabama and can be downloaded for free
by visiting the Apple iTunes store. Features of the application
include allowing residents and nonresidents to purchase hunting
and fishing licenses, report harvested game, and access hunting and
fishing regulations. In addition, the mobile application allows users
to look up types of fish in Alabama, view park and lake information,
and check feeding times and moon phases.
“The Outdoor Alabama app was
developed with hunters, anglers, and
other outdoor enthusiasts in mind,” said
N. Gunter Guy, Jr., ADCNR commis-
sioner. “This app gives them access to the
state’s best outdoor adventures via their
smartphone. We encourage everyone to
explore this app and share their outdoor
experiences with other users.”
A new version of this app will be available
upon the start of the 2013-2014 hunting and
fishing license season.
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AI Makes Wholesale Ordering Easier for Licensees, ABC Stores, and the ABC Board
labama Interactive launched a convenient, user-friendly
online liquor wholesale ordering system for the Alabama
Alcoholic Beverage Control (ABC) Board. This applica-
tion has effectively streamlined the now uniform ordering process
across 97 wholesale ABC liquor stores and has created a reporting
capability that never existed for licensees, ABC stores, and the
Board. With the new ordering system, licensees can search and
select items from a store’s inventory, placing an order in seconds
without the hassle of faxing or calling in liquor orders. They
receive notifications when their order is ready for pickup at their
designated state-run ABC store and can also view pending and
completed orders. Thanks to the system, ABC stores can better
manage their inventory through increased visibility and more
efficient communication, which ultimately decreases turnaround
time for wholesale order completion. From the statewide launch in
February 2012 to the end of year, licensees placed more than 13,500
orders for pickup in ABC stores for items worth a collective total
of more than $14.1 million.
“The Alabama Alcoholic Beverage Control Board is proud to
announce the availability of the online wholesale ordering system
on our website,” said H. Mac Gipson, the Board’s administrator. “Our
main goal in creating the online wholesale ordering system was to give
licensees an easy, efficient, and effective way to place orders with our
wholesale stores, and this system accomplishes that and more.”
The ABC wholesale ordering system has been provided to the
Board through no taxpayer dollars. Additional ABC online services
provided by Alabama Interactive include license renewals, industry
representative applications, and eCitations. n
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4 | ALABAMA INTERACTIVE REPORT 2012
NIC – A Unique and Valuable PartnerMobile Innovation Meets Cybersecurity Expertise
t NIC, we help our government partners deliver valuable
information and services to businesses and citizens 24
hours a day, seven days a week. Today, 30 states enjoy the
efficiencies NIC brings to interacting with government.
Mobile-First StrategyAs the eGovernment industry leader, NIC is at the technology
forefront for providing electronic government services for all types
of devices. Today, NIC has developed more official government
mobile applications than any company in the world. Serving as
the research and development department for our partners, our
innovation brings government access to the latest technologies for
providing electronic services. We employ a ‘mobile first’ strategy,
and believe that today’s evolving technology requires that all online
services be developed with a mobile consideration.
In addition to native mobile apps, we also lead in mobile Web
expertise, using ‘responsive design’ technology to provide conve-
nience to citizens and efficiency to our government partners.
Secure Transactions The number of eGovernment services we provide grows
every day. In our 21-year history, we have developed more than
7,500 customized eGovernment solutions that enable citizens
and businesses to interact with government securely and effi-
ciently. In 2012, more than 200 million online transactions were
completed using eGovernment services developed by NIC, and
the company securely processed more than $22.5 billion on behalf
of its government partners. What’s key is all the transactions were
completed securely.
A cybersecurity breach could cost states a lot more than cred-
ibility. Cybersecurity has become of critical importance, with 82
percent of state officials stating that cybersecurity is the most
important challenge they face.
NIC’s standards-based eGovernment security program uses
a multilayered approach to ensure that sensitive information is
protected. The investment to keep security measures current and
valuable data safe is relatively small when compared to the poten-
tial costs of a major breach. Consumer confidence can plummet,
reputations can be damaged beyond repair, legal action can drain
resources, and the negative effects can ripple far and wide.
NIC’s corporate and portal security teams continuously
monitor online applications and systems to detect vulnerabili-
ties, and adhere to the highest levels of payment card industry
(PCI) compliance. Yet, even with most of the risk outsourced,
partners still need to be aware that 100 percent of the risk cannot
be outsourced. NIC’s Corporate Security Team, led by NIC’s
Chief Security Officer, Jayne Friedland Holland, helps educate
partners on the many layers and complexities involved with PCI
compliance and security issues. With states currently targeted
by literally millions of security threats every week, heightened
vigilance is of immediate and critical importance.
NIC’s mobile technology innovation, combined with our
strong cybersecurity expertise, makes NIC a truly unique and
valuable partner.
Mobile Inspections Planned for 2013 is eager to develop several mobile applications in 2013 for Apple iOS and
Android devices. We would like these to focus on state resources and be
available to both state employees and citizens. AI, through NIC, has an
application development account with Apple and has already launched several apps
to the app store.
One application in particular that AI plans to launch is a template for mobile
inspections for iOS devices. The portal is working alongside the Department of
Education’s Pupil Transportation Division whose state inspectors will be the first
to utilize the application for bus inspections using iPad Mini devices. Several other
state agencies have expressed interest in utilizing the mobile inspection app once
development is complete in the coming months. n
AI
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ALABAMA INTERACTIVE REPORT 2012 | 5
Transaction Processing
The total number of transactions
processed by Alabama Interactive
through the Transaction Processing
Engine (TPE) increased yet again in 2012. AI
saw an increase of nearly 25 percent in 2012
over transaction amount totals for TPE in
2010. Since 2010, AI has increased the total
TPE transaction amount of statutory dollars
from $103 million to $127 million. CDB
transactions stayed steady in 2012 for a total
of 5.5 million transactions involving more
than $10.9 million. In total, AI collected
$138.5 million through TPE and CDB in 2012
for its partners. n
Yearly CDB Transactions (#)
Year # Transactions
2012 5,504,041
2011 5,490,350
2010 5,159,627
Yearly TPE Transactions (#)
Year # Transactions
2012 654,330
2011 578,314
2010 523,124
Yearly TPE Transactions (Statutory $ Processed)
Year Statutory $ Processed
2012 127,622,455.11
2011 110,267,537.84
2010 103,265,794.86
Alabama’s Official Website, Alabama.gov, Takes Top Honor in 2012 Best of the Web CompetitionAlabama Named Best State Government Website in the Country
he Center for Digital Government announced Alabama’s official state website,
http://www.alabama.gov, as the first-place winner in the 2012 Best of the Web
competition. For the first time in the state’s history, Alabama.gov was ranked as the
best state government website in the country. Since partnering with Alabama Inter-
active in 2002, Alabama’s official website has consistently earned top 10 positions in
the Best of the Web competition, taking third place in 2010.
In its 17th year, the annual competition honors governments whose websites
demonstrate innovation, functionality, and efficiency for users. Submissions from
U.S. cities, counties, and states were judged by executives from the Center for Digital
Government, along with a panel of past Best of the Web winners.
“Digital technology has fundamentally changed the way people interact with their
government … We’re excited about the opportunities governments are creating to
make new things possible and to do the old things faster and more efficiently,” said
Todd Sander, executive director of the Center for Digital Government.
Alabama Interactive completed the Alabama.gov site redesign based on citizen
feedback using no taxpayer dollars. Beneficial for all visitors, Alabama.gov now
features a responsive design that formats automatically to the device used to visit
the site, whether laptop, smartphone, or tablet device. As for information, the new
Alabama.gov allows visitors to more easily discover useful local, state, and federal
government information including a live chat option and the ability to sign up
for emergency alerts. The site also features an interactive social media portal that
provides links to RSS feeds, Twitter and Facebook pages, and more from elected
state officials and representatives.
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6 | ALABAMA INTERACTIVE REPORT 2012
Emphasis on Responsive Design
pplication enhancements for 2013 are
focused on moving toward responsive
Web design throughout the portal. AI began
with the Alabama.gov website, making it
responsive to allow for an optimal viewing
experience across a variety of electronic devices,
ranging from desktops to tablets to mobile
devices. AI is now working on responsive Web
design for all current and future applications to
allow for citizens to easily navigate through the
variety of online services maintained within the
eGovernment Services contract. n
AI Led Session on eCommerce in Montgomery
labama Interactive was asked to
present on the topic of eCommerce
for Auburn University at Montgomery’s
(AUM) Technology Fair held at its campus
in September. During the fair, AI’s director
of marketing and operations, Mary Beth
Walls, along with Julie Perry, the IT
manager for the Department of Conserva-
tion and Natural Resources, led the session
and answered questions from the attendees.
They also presented AI’s online hunting
and fishing license sales system for DCNR
as an example of an eCommerce applica-
tion for the government industry. Auburn
Montgomery’s Center for Advanced Tech-
nologies, in conjunction with the AUM
School of Business, hosted the fair, which
aimed at fostering a stronger relationship
among the IT community, IT providers,
AUM business students, and faculty. n
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Mobile Trend in Accessing Alabama.gov2012 vs. 2011
he most dramatic increase in traffic to the state’s official website, Alabama.gov,
came in the form of mobile devices. In a single year, there was a 350 percent
increase in people using their iPads to access the state’s services, combined
with an almost 160 percent increase in visits with an iPhone. It is clear mobile accessi-
bility is becoming more and more imperative, and the portal’s upgrade to a responsive
design – meaning the website will adjust to fit any screen from which it is viewed – could
not have come at a better time. The statistics also show users are finding the informa-
tion they need in less time on an iPhone, looking at the more than 8 percent decrease in
average visit duration.
In addition, the shapes of the graph show how many visits the site gets during
traditional business hours. Alabama.gov offers access to dozens of business services,
including Secretary of State filings, Department of Revenue tax payments, and profes-
sional license renewals. This online portal adds efficiency for thousands of citizens
and organizations and exemplifies Alabama’s commitment to being a business-
friendly state.
Mobile Device Info Visits Average Visit Duration
Apple iPhone
Jan – Dec 2012 47,899 00:01:08
Jan – Dec 2011 18,532 00:01:14
% Change 158.47% -8.65%
Apple iPad
Jan – Dec 2012 39,501 00:01:46
Jan – Dec 2011 8,766 00:01:47
% Change 350.62% -0.65%
Mobile Visits to Alabama.gov
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ALABAMA INTERACTIVE REPORT 2012 | 7
Agency SpotlightSecretary of State’s Office
and the Alabama Secretary of State’s office (SOS) have part-
nered since August of 2002 to provide citizens and businesses
with valuable online services. During this 10-year period, three
Secretaries have held office, and each was a part of the eGovernment
initiative to provide secure, easy-to-use digital solutions for Alabamians.
The first application launched for SOS was a payment processing solu-
tion allowing the office to accept credit card payments. Although this was
a relatively simple service, it has added tremendous efficiency to office
operations through reduction in the processing of paper checks. Customers
were able to pay with a simple swipe of a card, and the SOS staff could
spend their limited time performing higher-priority tasks.
Once this service was launched, AI and SOS then collaborated to
develop the agency’s highest-volume service to date: UCC filings and
searches. This application takes thousands of transactions a month, saving
both staff and customers countless hours in avoided paperwork, and
has processed more than $6 million since deployment. For this service,
customers have the option to become subscribers, which allows them
access to filing history, the ability to add or remove new users as necessary,
and automatic ACH debit on a monthly basis.
The next series of applications built for SOS centered on business
services. Launched within the past three to four years, these applica-
tions provide customers the convenience of electronically completing
the initial steps to form a business in Alabama. Customers can complete
forms digitally and make secure payments using a credit card or bank
account, then proceed with the remaining steps.
All of the previously mentioned applications were provided at zero
cost to the agency, and future services will likely be self-funded as well.
As a result, SOS and the citizens of Alabama all benefit – at minimal cost.
Alabama Interactive looks forward to continued success in its partnership
with SOS and its commitment to eGovernment.
Alabama Interactive New Services Launched in 2012
AI launched more than 20 new services during 2012. A
list of these services is provided below. In addition
to these new applications, Alabama Interactive also made
nearly 200 functional updates to existing services throughout
the year. A listing of most online services offered can be
found by visiting www.alabama.gov.
• Alabama Interactive, Email Customer Support
Ticketing System
• Alabama Interactive, Financial Transfer Notification
Application
• Alabama Interactive, Customer Service Portal Redesign
• Alcoholic Beverage Control Board, Online Liquor Order
Wholesale – State-wide Launch
• Board of Landscape Architects, Exam Application
• Board of Licensure for Professional Geologists,
License Renewal
• Criminal Justice Information Center, Scrap Metal
Vendor Registration
• Department of Conservation and Natural Resources,
Non-game Wildlife Conference Merchant Service
• Department of Conservation and Natural Resources,
Outdoor Alabama iPhone Application
• Department of Insurance, Blasting Certification
Merchant Service
• Department of Insurance, Blasting Contractor
Merchant Service
• Department of Revenue, Auto Dealer Merchant Service
• Department of Revenue, Buyer ID Card Merchant Service
• Department of Revenue, Dismantler Card
Merchant Service
• Onsite Wastewater Board, Inactive License Renewal
• Real Estate Commission, License Renewal
Merchant Service
• Secretary of State, Duplicate Domestic Name Certificate
• Secretary of State, Duplicate Foreign Name Registrations
• Secretary of State, Foreign Name Registrations
• Secretary of State, Renew Domestic Name Reservation
• Secretary of State, Renew Foreign Name Registration
• State of Alabama, Alabama.gov Redesign
• State Bar, Client Security Fund
AI Services for Secretary of State’s Office in 2012
AI
UCC Filings $1,479,217
Credit Card Processing $970,579
Name Reservations/ Registrations $779,776
Other Online Services $488,257
Business Document $155,890
© 2013 Trozzolo.com
3 South Jackson Street, Suite 200Montgomery, AL 36104
(866) 353-EGOV(3468)
Alabama Interactive: Invested in Our Community
The AI team as a whole expressed a strong interest in personal wellness as well as
activities that will help the local community. Thirteen members of the AI team
participated in the 2012 Ideal Weight Loss Challenge, and the same number plan to
participate in 2013. Several of the staff also participated in local races and half-marathons
benefiting local churches or charitable organizations such as St. Jude Children’s Research
Hospital and the American Cancer Society. In addition, nearly half of the portal gave blood at
the Red Cross location in Montgomery to take part in the NIC corporate initiative, while one
member of the team regularly donates blood every six weeks.
Members of the portal also volunteered during the 2012
Alabama Home and Garden Expo with the Habitat for
Humanity (HOH) Montgomery chapter. They assisted the
organization with marketing and promoting the local HOH
retail store, ReStore, where donations of new and gently
used building materials and household goods can be sold
to the public at low cost. The proceeds from ReStore are
used to achieve HOH’s mission to build homes, communi-
ties, and hope within the local community. Having our volunteers at this booth during the
expo helped the organization generate funding for the Montgomery chapter.
Toward the end of the year, in lieu of exchanging gifts between co-workers during the 2012
holiday season, AI chose instead to purchase toys for boys and girls in and around Montgomery.
By purchasing these items, our staff experienced the joy of giving to others who are less fortunate.
The team delivered the gifts to a local Toys for Tots drop-off donation center. The mission of the
U. S. Marine Corps Reserve Toys for Tots Program is to collect new, unwrapped toys during
October, November, and December each year, and distribute those toys as Christmas gifts to less
fortunate children in the community in which the campaign is conducted. n
commissions, political subdivisions,
local government agencies, and quasi-
government agencies within the state
of Alabama.
NIC first began its partnership with the
state of Alabama in early 2002 and has
been dedicated to utilizing its self-funded
model for eGovernment services ever
since. To date, Alabama Interactive has
partnered with more than 60 state agencies
and developed more than 200 interactive
government services, including the state’s
official website, www.alabama.gov, at no
upfront cost to Alabama’s citizens and
businesses. The renewed contract includes
a three-year term with two additional
one-year renewals at the option of the
state, running through February 2017. AI
is excited about the future opportuni-
ties to help Alabama remain one of
the nation’s best in providing efficient
services for its government partners
and their constituents. n
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