Honolulu Department of Information Technologies Unveils New Public Access Systems

In the heart of Honolulu's City Hall, a vibrant discussion unfolded as the City Council convened to explore the latest advancements in public access systems. The meeting, led by Chairman Cordero, featured insights from Brian McKee, the Director of the Department of Information Technology, who unveiled a suite of innovative tools designed to enhance citizen engagement and streamline city services.

McKee began by introducing the HNL software suite, a collection of tools developed in-house to facilitate easier interactions between residents and city services. Among these, HNL Pay allows citizens to make payments for event reservations and services, while HNL Info serves as a personalized portal for accessing city programs. The suite also includes an events ticketing system, which has transformed the once chaotic process of reserving spots for popular activities like summer fun programs into a more organized experience.

One of the standout features discussed was the Aloha Queue, a system that provides real-time updates on wait times for services at the DMV and other city departments. This tool has significantly improved the customer experience, allowing residents to manage their time more effectively while waiting for essential services.

The conversation also touched on the ambitious Lokahi project, an ArcGIS-based system that integrates various layers of city and state data. While its potential is vast, McKee acknowledged the challenges of making such a complex tool user-friendly for the public. The team is currently working on refining Lokahi to ensure it serves as an accessible resource for residents.

A pressing issue raised during the meeting was the backlog of open tickets in the city’s 3-1-1 system, which currently stands at around 20,000. McKee explained that many of these tickets are not actionable requests but rather general complaints. The department is exploring ways to improve the system, including revising dropdown menus to ensure that only actionable items are submitted.

As the meeting progressed, the topic of artificial intelligence emerged, with McKee revealing that the department is developing an AI chatbot to handle frequently asked questions, potentially alleviating the burden on customer service representatives. This initiative reflects a broader commitment to leveraging technology to enhance city operations and improve service delivery.

Council members expressed interest in the ongoing development of a homeless management information system, which is currently being piloted at the Honu shelter. This system aims to streamline data collection and improve coordination among service providers, although concerns about duplication of efforts with existing state systems were noted.

In closing, McKee emphasized the department's dedication to increasing transparency and efficiency in city operations. As Honolulu continues to embrace technology, the council's discussions signal a proactive approach to addressing the needs of its residents and enhancing public access to city services. The future looks promising, with a commitment to innovation at the forefront of Honolulu's governance.