Licensing Process Improvement and New Licensing System Project

Transcription

1 Licensing Process Improvement and New Licensing System Project 1

2 Licensing Process Improvement High-Level Project Timeline (2017) May June July August Build common understanding of the current licensing processes Analyze license process data and complete Benchmarking Develop futurestate process maps to incorporate new practices Create an implementation plan that includes a communication strategy 2

3 Why Change ODFW s Licensing Processes? Innovation, Efficiency, and Strategy 10+ years with current licensing system No major process changes Evolving needs have added process complexity over time Critical to ODFW (½ the department s revenue) Opportunity for financial solvency Increasing need to focus on the desires of ODFW s customers Overall Goals: Increase % of online customers (currently under 20%) Reduce errors and rework (est. at 20% during peak times) Reduce costs in operating the POS Agent network Enable Just-in-Time access to ODFW products Reduce the number of customer and POS Agent support inquires and subsequent wait times Increase customer and employee satisfaction 3

4 Benchmarking Process PLAN GATHER ANALYZE IMPLEMENT Identify key contacts Distribute screening questionnaire Select 5 states based on responses Develop followup questions Conduct interviews Gather any other additional information Review and synthesize Follow-up/ Clarifications as needed Review for applicability to ODFW Integrate into improved business licensing process 4

5 Scope of the Benchmarking Effort WASHINGTON OREGON NEVADA CALIFORNIA IDAHO UTAH ARIZONA MONTANA WYOMING COLORADO NEW MEXICO NORTH DAKOTA SOUTH DAKOTA NEBRASKA KANSAS OKLAHOMA MINNESOTA IOWA WISCONSIN MISSOURI ARKANSAS ILLINOIS MISS MICHIGAN INDIANA KENTUCKY TENNESSEE OHIO WV GEORGIA ALABAMA VIRGINIA NORTH CAROLINA SOUTH CAROLINA NEW YORK PENN VT NH MAINE RI CONN NEW JERSEY DELAWARE MARYLAND MASS TEXAS LOUISIANA FLORIDA Independent Research Conducted Preliminary Screening Info Received ALASKA Interviewed* HAWAII *Interview with MN was specific to their RFP development process 5

6 Benchmarking: Facts & Data Includes states we researched on our own 19% Technology Partner 19% 19% 19% 12% 12% Active Brandt S3 JMT Other In house Summary Technology: Fairly even distribution of systems providers Volume: Most are similar in size or larger that Oregon Sales Channel: Few still offer mail/fax; mobile app is a channel utilized by others # of Licensees in Prior Year Sales Channels 50% 6% 6% 38% 0-500K K 750-1mill Mobile App Mail/Fax Online POS Agent In Person (F&W) over 1 mill 0% 20% 40% 60% 80% 100% Offered Not offered NOTE: 21 States included in the data above 6

7 6/7/ a 9e14 f3033faf4625 Benchmarking Highlights What we learned Many states have: discontinued mail/fax sales channel. eliminated specialty paper. automated leftover tag sales. leveraged mobile app technology. Electronic licenses accepted by Enforcement in MO, GA, OH, AZ, UT, TN, FL, etc. OH I O D E PA R T M E N T OF N AT U R A L R E S OU R C E S 2017 Division of Wildlife IM A. TEST F 17 Customer ID MAIN ST ADDRESS2 ANYWHERE, OH introduced new and creative products: auto-renewal, multi-year lic., conservation cards, etc. expanded system features for customers: maps, access to reporting, education, purchase history, etc. Hunter Ed: Attest a 9e14 f3033faf4625 1/3 Fun facts: 40% of licensees auto-renew in GA 4% increase in online sales from Year 1 to 2 in users MO, and a 56% increase from Year 2 to 3 65% of OH licensees and 97% of UT draw applicants provide address 50% of OH licensing staff were refocused to other Agency needs/66% in GA * REPRINT * RESIDENT FISHING Age: 47 DL: License/Permit Number RESIDENT HUNTING License/Permit Number HIP Certification Survey Waterfowl and migratory game bird hunters call to complete the survey. Write the 10 digit HIP certification number in space below FUR TAKER PERMIT License/Permit Number OHIO WETLANDS STAMP License/Permit Number Signature: I certify that the information provided is true and correct. This license is an affidavit. Not valid unless signed as required. Effective 6/7/2017 2/28/ ODNR Division of Wildlife WILDLIFE Carry Your License: You must carry your license or electronic image of your license when hunting and/or fishing. All deer and turkey permits, the Lake Erie charter 1 day fishing license, and 1 day range permit must be printed to be valid. Manage Your Customer Account Online: Go to and use the WildOhio customer center to: Obtain free reprints of licenses and permits. Update your address information. View this season's license and purchase history. View this season's game check history. Print a customer ID card. View and print lottery results. Reprint this season's game check receipts. Name Changes and Misspellings: If your name has changed or you need to correct a misspelling, please contact the Ohio Division of Wildlife at: WILDLIFE ( ) License and permits sold under maiden names or misspelled names are considered valid. Reissuance of the license or permit with corrected information will not be performed unless a duplicate license is purchased. Penalty for Hunting without Permission The maximum penalties for hunting without written permission for the first offense are 60 days in jail and up to a $500 fine. For the second offense, the penalties are up to a $750 fine, 90 days in jail, and/or loss of firearms or other hunting implements. A person must carry written permission at all time while engaging in hunting or trapping on private land and exhibit it upon request to a state wildlife officer, owner of the land, or the landowner s authorized agent. 7

8 Key Takeaways from Benchmarking In order to build for the future, we need to at least catch up on trends already embraced by the industry and implemented by other states. All of our proposed changes are already implementing and working in other states. Paperless Process AND Product Mobile Technology Self-sufficient POS Networks New Product Offerings Over time, delighters become basic customer requirements (satisfiers) 8

9 New Licensing System High-Level Project Timeline ( ) 10/1-10/31 REQUIREMENTS 10/9-4/1 REQUEST FOR PROPOSAL (RFP) PROCESS 4/1 VENDOR CHOSEN 12/1 SYSTEM GO LIVE 8/1-10/1 INITIATION PHASE 10/1-4/1 PLANNING PHASE 4/1-12/1 DEVELOPMENT PHASE 1/1 July 2017 December 2018 Timeline dependent on timely Stage Gate Endorsement at the appropriate times from the OSCIO s office. 9

10 Scope The Electronic Licensing System project will implement an endto-end recreational licensing system that includes functions required to support product and user management, sales and marketing, enforcement, and outcome reporting. Functionality will support business rules, workflows and associated business processes, notifications, and data management required to launch and continuously operate an efficient and effective system. Strategy: Wherever possible, ODFW will change its business processes, policies, and rules in order to minimize customization of the system. 10

11 New System and Next Steps Changes: Web-based system and elimination of mail/fax Promotion of and shift to self-service licensing No specialty paper Mobile-technology and electronic license validation Transition manual licensing processes online Streamline existing licensing processes and business logic within the system Benefits: Cost savings Increased convenience and options for customers Reduction in administration of licensing processes Reduced risk for ODFW Ability to make business/product changes in the system Reduction of manual processing errors Real time data and improved reporting for management decisions 11