1 Licensing Process Improvement and New Licensing System Project
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Licensing Process Improvement
and
New Licensing System Project
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May June July August
Build common understanding of
the current licensing processes
Analyze license process data and
completeBenchmarking
Develop future-state process
maps to incorporate new
practices
Create an implementation
plan that includes a communication
strategy
Licensing Process ImprovementHigh-Level Project Timeline (2017)
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Why Change ODFW’s Licensing Processes?
Innovation, Efficiency, and Strategy
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
• 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
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Benchmarking Process
PLAN• Identify key
contacts
• Distribute screening questionnaire
• Select 5 states based on responses
GATHER• Develop follow-
up questions
• Conduct interviews
• Gather any other additional information
ANALYZE• Review and
synthesize
• Follow-up/ Clarifications as needed
IMPLEMENT• Review for
applicability to ODFW
• Integrate into improved business licensing process
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MONTANA
WYOMING
IDAHO
WASHINGTON
OREGON
NEVADA
UTAH
CALIFORNIA
ARIZONA
NORTH DAKOTA
SOUTH DAKOTA
NEBRASKA
COLORADO
NEW MEXICO
TEXAS
OKLAHOMA
KANSAS
ARKANSAS
LOUISIANA
MISSOURI
IOWA
MINNESOTA
WISCONSIN
ILLINOISINDIANA
KENTUCKY
TENNESSEE
MISS
ALABAMA
GEORGIA
FLORIDA
SOUTHCAROLINA
NORTH CAROLINA
VIRGINIA
WV
OHIO
MICHIGANNEW YORK
PENN
MARYLAND
DELAWARE
NEWJERSEY
CONNRI
MASS
MAINE
VT
NH
ALASKA
HAWAII
Scope of the Benchmarking Effort
IndependentResearch Conducted
Preliminary Screening Info Received
Interviewed*
*Interview with MN was specific to their RFP development process
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19%
19%
12%12%
19%
19%
Technology Partner
Active
Brandt
S3
JMT
Other
In house
Benchmarking: Facts & DataIncludes states we researched on our own…
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
6%
38%
6%
50%
# of Licensees in Prior Year
0 - 500K
500 - 750K
750 - 1mill
over 1 mill 0% 20% 40% 60% 80% 100%
In Person (F&W)
POS Agent
Online
Mail/Fax
Mobile App
Sales Channels
Offered Not offered
NOTE: 21 States included in the data above
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Benchmarking Highlights
• 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.
• 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.
What we learned…
• users
Fun facts:• 40% of licensees auto-renew in GA• 4% increase in online sales from Year 1 to 2 in
MO, and a 56% increase from Year 2 to 3• 65% of OH licensees and 97% of UT draw
applicants provide email address• 50% of OH licensing staff were refocused to
other Agency needs/66% in GA
6/7/2017 https://wildlifeiq.com/OWLSUATInternetSales/Print/License/d4f6234e0938436a9e14f3033faf4625
https://wildlifeiq.com/OWLSUATInternetSales/Print/License/d4f6234e0938436a9e14f3033faf4625 1/3
F 17Customer ID 278402657
* REPRINT *
IM A. TEST100 MAIN ST
ADDRESS2
ANYWHERE, OH 43123
Age: 47
DL:
Hunter Ed: Attest
RESIDENT FISHING License/Permit Number 1047656367
RESIDENT HUNTING License/Permit Number 1047656904
HIP Certification SurveyWaterfowl and migratory game bird hunters call
18774476446 to complete the survey.Write the 10 digit HIP certification number in space below
FUR TAKER PERMIT License/Permit Number 1047658033
OHIO WETLANDS STAMP License/Permit Number 1047657878
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 2/28/2018
0000066 20170607 153533
OH I O D EPAR T M EN T OF N AT U R AL R ESOU R C ES
2017 Division of WildlifeODNR Division of Wildlife
1800WILDLIFE
www.wildohio.gov
Carry Your License:
You must carry your license or electronic image of yourlicense when hunting and/or fishing.All deer and turkey permits, the Lake Erie charter 1dayfishing license, and 1day range permit must be printedto be valid.
Manage Your Customer Account Online:Go to www.wildohio.gov and use the WildOhio customercenter to:
Obtain free reprints of licenses and permits.Update your address information.
View this season's license and purchase history.View this season's gamecheck history.Print a customer ID card.View and print lottery results.Reprint this season's gamecheck receipts.
Name Changes and Misspellings:If your name has changed or you need to correct amisspelling, please contact the Ohio Division of Wildlifeat:
1800WILDLIFE (9453543)License and permits sold under maiden names ormisspelled names are considered valid.Reissuance of the license or permit with correctedinformation will not be performed unless a duplicatelicense is purchased.
Penalty for Hunting without PermissionThe maximum penalties for hunting without written permission forthe first offense are 60 days in jail and up to a $500 fine. For thesecond offense, the penalties are up to a $750 fine, 90 days in jail,and/or loss of firearms or other hunting implements. A personmust carry written permission at all time while engaging in huntingor trapping on private land and exhibit it upon request to a statewildlife officer, owner of the land, or the landowner ’s authorizedagent.
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• Paperless
Process AND
Product
• Mobile Technology
• Self-sufficient
POS Networks
• New Product
Offerings
Key Takeaways from BenchmarkingIn 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.
Over time, delighters
become basic customer
requirements (satisfiers)
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New Licensing SystemHigh-Level Project Timeline (2017-18)
July 2017 December 20181/1
8/1 - 10/1
INITIATION PHASE
4/1 - 12/1
DEVELOPMENT PHASE
12/1
SYSTEM GO LIVE
4/1
VENDOR CHOSEN
10/1 - 10/31
REQUIREMENTS
10/1 - 4/1
PLANNING PHASE
10/9 - 4/1
REQUEST FOR PROPOSAL (RFP) PROCESS
Timeline dependent on timely Stage Gate Endorsement at the appropriate
times from the OSCIO s office.
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Scope
The Electronic Licensing System project will implement an end-to-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.
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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