{"resourceId":"indiana-sos-inbiz-relaunch-liz-bilingual-assistant-document-ai-20261109","versions":[{"version":"external-7b8d835df5d9f3e935f1bfd6b6a3fa2d2bfc9446075c0076c9e1a3f635809057","resource":{"id":"indiana-sos-inbiz-relaunch-liz-bilingual-assistant-document-ai-20261109","title":"Indiana Secretary of State relaunches INBiz business portal on AWS with 'Liz' bilingual AI assistant and AI document intake, organized around plan-start-manage-grow after 6,717-response CX study","organization":"Indiana Office of the Secretary of State","sector":"State business registration and licensing portal","geography":"Indiana, United States","publishedAt":"2026-11-09","publicationDate":"2026-11-09","eventDate":null,"sourceName":"StateScoop","sourceLabel":"Indiana Secretary of State modernizes business services platform under departing CIO","sourceUrl":"https://statescoop.com/indiana-secretary-of-state-modernizes-business-services-platform-under-departing-cio/","evidenceClass":"independent-reporting","outcomeClass":"emerging","topics":["infrastructure","operating-model","developers-agents"],"finding":"StateScoop (Nov. 9, 2026) reports that Indiana's Secretary of State relaunched the INBiz business services portal after migrating legacy Microsoft workloads to AWS; MTX Group led application modernization into modular services with new UI, payments and cross-agency integrations. The portal adds 'Liz', a bilingual English/Spanish AI assistant built with Google and Google Public Sector that answers from approved state sources, and mavQ intelligent document processing that classifies submitted documents and routes some for employee review. Design followed a nearly nine-month CX study (6,717 survey responses, 76 interviews and co-creation sessions, 50-state benchmarking) and organizes services into plan, start, manage and grow. The platform has 1.4 million+ users (about 800,000 businesses) and processed 614,774 filings and 92,500 new registrations in FY2025. Remaining integrations will be phased after the CIO's departure. GovTech's same-day account says SOS divisions receive roughly 15,000-20,000 calls a month and that agentic AI supports document review for licensing applications.","sledRelevance":"A statewide business licensing and registration front door adding a grounded bilingual assistant and AI intake is squarely in the CE permitting/licensing and digital front door scope, with published baseline volumes against which outcomes can later be judged.","evidence":"Trade press interview with the departing CIO (self-reported); corroborated by a GovTech article the same day. No outcome metrics for Liz or document AI are reported.","architectureImplications":"Lift to AWS as prerequisite, modular services, cross-agency integrations with Revenue and Workforce Development, a Google-built assistant over approved content, and mavQ document classification with human review routing; CMS lets staff control content.","governanceImplications":"Leadership transition: CIO departed with phased work outstanding and no new CIO until the Secretary of State-elect takes office; continuity of AI governance is unstated.","securityPrivacyImplications":"Business filings and identity documents flow through AI document processing; the articles do not describe data handling, model hosting or retention.","caveats":"Launch timing is inconsistent between sources: StateScoop says the portal launched 'last week' while GovTech says it officially launched in October. Claims of accuracy and ROI are the CIO's own; no measured call deflection, assistant accuracy or processing-time results.","streamIds":["citizen-engagement"],"roles":{"sales":"Sales framing: Indiana's INBiz relaunch shows a state packaging cloud migration, CX research and AI into one business front door. Liz answers in English and Spanish from approved sources, and AI document intake routes some filings to staff. Discovery should ask what baseline call and processing data a state holds, which documents can be classified safely, and who owns content. A bounded engagement is an outcome-measurement plan for a newly launched portal. Do not claim call deflection or faster approvals; none are reported.","engineering":"Engineering framing: the sequence matters. Indiana first moved legacy Microsoft workloads to AWS, then modularized the application, integrated Revenue and Workforce Development, and added a Google-built assistant and mavQ document processing with human routing. Prerequisites are approved content sources, document taxonomies and integration APIs. Constraints include multi-vendor ownership and phased remaining integrations. Proof of value should test assistant answers against approved content in both languages and measure document classification accuracy and human-review rates.","delivery":"Delivery framing: the risk now is finishing phased work through a leadership gap. The Secretary of State's IT and product directors carry INBiz until a new CIO is appointed under the incoming Secretary. Acceptance criteria below are proposals: bilingual answer accuracy, document routing accuracy, and filing processing times against FY2025 volumes. Keep the CMS ownership model, document who approves assistant content, and publish outcome data once the remaining integrations land."},"roleDetails":{"sales":{"customerProblem":"Business owners navigating fragmented, jargon-heavy services across agencies, with high call volumes to the Secretary of State.","stakeholders":["Secretary of State and CIO","Business Services and Securities divisions","Department of Revenue","Department of Workforce Development"],"discoveryQuestions":["What baseline call and filing-time data exists before relaunch?","Which document types are auto-classified versus routed to staff?","How is assistant content approved and updated?"],"valueHypothesis":"A lifecycle portal with grounded bilingual help may reduce calls and filing errors; unmeasured so far.","potentialEngagement":"A post-launch outcome-measurement plan tied to FY2025 filing and call baselines.","unsupportedClaims":["Call deflection","Assistant accuracy","ROI or cost savings"]},"engineering":{"fit":"Fits states modernizing business registration and licensing portals with AI-assisted help and intake.","architectureIntegration":"AWS-hosted modular portal, cross-agency integrations, Google-built assistant over approved content, mavQ document classification with human routing.","prerequisites":["Legacy workload migration","Approved content sources","Document taxonomy and routing rules"],"constraints":["Multi-vendor stack","Phased remaining integrations","Agencies keep separate systems"],"security":"Document how business filings and identity documents are processed, hosted and retained by AI services.","proofOfValue":["Bilingual answer accuracy test","Document classification and review-rate measurement","Processing time versus FY2025"]},"delivery":{"work":"Complete phased integrations and stand up outcome reporting through a CIO transition.","dependencies":["AWS hosting","Vendor partners","Agency integrations"],"ownership":"Indiana Secretary of State IT and product directors until a new CIO is named.","skillsAdoption":"Train staff to manage CMS content and review routed documents.","governanceCheckpoints":["Content approval process for Liz","Document AI review thresholds","Leadership handoff plan"],"acceptanceCriteria":["Assistant accuracy measured in English and Spanish","Routing accuracy measured on a sample","Filing times reported against FY2025"],"risks":["Leadership gap stalls phases","Unmeasured AI claims","Vendor coordination overhead"]}},"retrievedAt":"2026-11-09T22:09:09-06:00","enrichedAt":"2026-11-09T22:15:04-06:00","enrichmentBasis":"retrieved source","accessibilityWorkforceImplications":"Spanish-language assistant extends language access for business owners; document automation aims to reduce back-office load for staff handling 15,000-20,000 monthly calls (GovTech).","procurementImplications":"Multi-vendor build (AWS, MTX Group, Google Public Sector, mavQ, Tomorrow Partners for CX research per GovTech); a separate securities case system was custom-built for lower total cost of ownership.","operatingModelImplications":"Shift from transaction-by-transaction service to lifecycle stages across agencies, while agencies keep separate systems and responsibilities.","sourceVerification":{"openedUrl":"https://statescoop.com/indiana-secretary-of-state-modernizes-business-services-platform-under-departing-cio/","referenceExcerpt":"provides answers in English and Spanish using approved sources of state information to ensure responses are accurate","promptVersion":"sled-research-v4.0","model":null,"basis":"agent-reported inspection"}}}]}