Examples of applications developed by DNR to improve customer service via the web.

At DNR, efficient and effective operations means continuously
evaluating and upgrading systems and processes to better understand
customer needs, enhance customer service and communications,
improve facilities and access, embrace new technologies, expand partnerships, and increase federal funding.

1 > 2 > 3 > 4 > 5 > 6 > 7 > Goal 8
eGovernment: Doing Business on the Web
Governor Glendening has made improving Maryland's technological infrastructure and expertise -- including making a majority of state services available electronically -- a top priority. Key to DNR's FY '00 and '01 accomplishments have been the expansion and centralization of DNR information technology activities...
  • An Information Technology Master Plan was created, including a plan to implement a Wide Area Network (WAN), connecting 51 of DNR's 104 statewide locations. The number of dial-in lines was increased 150 percent (16 to 40 lines) to give the remaining locations better access.
  • To enable employees to better serve the public, technology infrastructure enhancements now underway are: Local Area Network (LAN) wiring upgrade; computer and server replacement initiatives consistent with warranty coverage; and improved desktop support service.
  • DNR Online, the department's web presence, continued to expand its service to an established group of regular customers. The site serves about 90,000 unique users each month, with more than 18,000 customers visiting more often, to access 800,000 documents. Online park reservations account for approximately 10 percent of cabin, campsite and pavilion rentals.
  • The department's innovative New Media Partner Program has also grown, developing a network of thousands of websites that provide free, direct links to the DNR home page and its content areas. This saves the department tens of thousands of dollars in advertising and branding costs.
  • Careful planning and execution of DNR's eGovernment efforts have resulted in completion of an eGovernment inventory through calendar year 2004. At the end of FY '01, DNR had approximately 39 percent of its information and services web-enabled, and we are on track for meeting the statewide 50 percent goal for the end of calendar year 2002. Well-coordinated management and contract administration have helped prevent duplication of efforts and enabled more effectively managed outsourced contracts.
  • DNR implemented the first Electronic Customer Relationship Management pilot project in Maryland state government, which handled 6,147 e-mail cases during a 12-month period. The resulting report provides excellent information on customer interests, questions and concerns, and is allowing us to build a knowledge database to support our eGovernment evolution.
  • Of 1,000 voluntary Online Customer Satisfaction Surveys submitted dur-ing FY '01, 97 percent rated the DNR website good to excellent and 71 percent said it was easy to use.
  • DNR's Intranet was re-established, to give employees ready access to information they need to do their jobs, collaborate across disciplines and provide better customer service.

Today was the first time I visited your web site and I must say that your site is very impressive. Every question I had was answered clearly and the site was very easy to move around to different topics. Your links are also outstanding. GREAT JOB!
Phil Lutz, Website Visitor July 2001

Available Online
  • In FY '01, DNR's Carter Library produced the Chesapeake Bay Bibliography of Grey Literature -- more than 50,000 pages of documents about the watershed. Because much of this is material that is not commercially published, over time it becomes increasingly difficult to find. This bibliography makes the full text of these documents available online, in cooperation with the Virginia Institute of Marine Sciences Library.
  • The Internet is a primary means of providing customers information about the State Forest and Park Service's (SFPS) programs, and is one of the most cost-effective means of marketing park programs and nature-based recreation opportunities. In addition to the new online reservation service, DNR is on target to web enable all current and future SFPS publications and services, including 20 new trail guides over the next three years.
  • Recreational and commercial anglers are benefitting from a significantly expanded Fisheries Service website, through which regulations, commercial catch and real-time harvest data for the striped bass fishery are now available. Wireless E-mail units are being used to expedite interactive communication with stakeholders. Public reaction has been extremely positive, as they are now able to get answers more quickly, even outside normal working hours.
More Technological advances
  • Highly sophisticated Geographic Information Systems (GIS) continue to bring greater efficiency to major DNR programs. When it comes to land conservation activities, this state-of-the-art technology is allowing for more accurate comparison of protected, environmental and prime agricultural lands, individual parcels, zoning and previous protection efforts. Meeting the needs of managers and customers, consistent maps can now be printed on demand by internal customers, helping identify conservation target areas.
  • DNR's GIS experts worked with Maryland's Implementation Team as it developed a plan for coordinated statewide geographic data development, and supported the reformulation of the Maryland State Geographic Information Committee to include all sectors interested in geographic data.
  • An Internet interface to Maryland's Environmental Resources and Land Information Network (MERLIN Online) is providing access to more than 150 gigabytes of geographic information products created by many other state, federal and private sources. This electronic atlas allows users to produce a custom "map" for any location in Maryland, with optional base maps, data layers and query alternatives.
  • In partnership with the U.S. Geologoical Survey, a cooperative Eastern Shore wetlands mapping project to convert Maryland's orthophotos to federal data formats was completed. It created a new Critical Area buffer for the Coastal Bays and finished mapping the existing Critical Area in eight counties.
Fiscal notes
  • In FY '01, an increased focus on fiscal efficiencies resulted in a late invoice payment percentage of only 1.24 percent, down from 2.17 percent in FY '00.
  • In FY '00 and FY '01, DNR received a combined total of more than $45.2 million in federal grant money, supporting fish and wildlife restoration efforts, boating safety, youth conservation corps, community policing, Chesapeake Bay programs and more.
Streamlining procedures
  • The department implemented procedures to issue all shoreline licenses for the establishment of offshore waterfowl blinds or blind-sites; approximately 3,280 licenses were issued.

'Nature does nothing uselessly."
Aristotle, Greek Philosopher

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