Washington Resident Portal Core Principles
The future Resident Portal solution will prioritize and encompass the following core principles.
- Accessible to all users regardless of technology or disability.
- Human-centered, designed and developed to meet the needs of the residents first and the government second.
- Equitable and inclusive, leaving no resident behind.
- Integrated with a large number of inconsistent back-end systems while providing a frictionless experience to the residents.
- Responsible in protecting residents’ personal information based on legal authority and only for legitimate purposes.
- Trustworthy, preserving the confidentiality, integrity, and availability of all collected and stored data.
- Responsive on all modern browsers, devices, and technologies.
- Available to all residents regardless of time of day or access point.
Roadmap Components
Once awarded, the Contractor will deliver a resident portal roadmap that contains the components below.
WaTech has already begun work which will deliver inputs into the roadmap including:
- A statewide resident survey
- Resident interviews
- A sample of user stories and visual journeys
- User personas
- Peer reviews of other government organizations with some form of online resident experience
- Functional and non-functional requirements
The successful vendor will be provided known third-party integrations with systems, platforms, and data, including the CIAM platform, as part of the roadmap development process. The roadmap should specify which third-party systems are important for the portal to integrate with based on the proposed solution. All inputs and deliverables from the project to-date will be shared with the winner at the start of roadmap development. WaTech will also provide a state Solutions Architect to consult with the winner.
The completed roadmap will include the following:
Executive Summary
Background
Vision for the Resident Portal
Persona based human-centered journey maps that describe the resident experience when engaging with the portal
Portal Platform Features and Functions
- Features
- Functions
- Usability standards
- Accessibility standards
- Registration and authentication
- Personalized experience
- Payment processing
- Other
Platform Technology / Architecture
- Platform architecture
- Integration architecture
- Integration with state and WaTech enterprise services
- Identity requirements
- Agency service integration
- Integration with state payment processor
- Integration with agency backend system
- Other platform technology and architecture considerations
Platform Data Strategy and Architecture
- Data strategy
- High-level data requirements
- Data model
- Data storage requirements
- Data retention requirements
- Data security considerations
- Data privacy considerations
- Other data considerations
Platform Privacy and Security Requirements and Architecture
- Security and privacy principles
- Privacy requirements
- Security requirements
- Security architecture
- Data Security
- Other
State and Local Government Resident Portal Scan
- Market scan
- Portal platform options including platforms in other states
- Alignment to Enterprise Architectural principles
- Pros/cons of the platform options
- Customer base focused on government or large private organizations
- Alignment to state of Washington domain requirements
- Cost projection for the one-time project cost and forecasted M&O over a 5-year period
- Recommended platform
Project Team Structure
- Org chart
- Roles and responsibilities
- Skill set requirements
- WaTech staff engagement
Integration of agency services
- Describe the process to integrate agency services into the recommended portal
- Before and after architecture of a sample agency service
- Integration requirements will be documented in non-functional and functional requirements, but WaTech does not have strict architectural documentation or requirements – this is part of the scope of the roadmap vendor
Conclusion
