1

Licensing Process Improvement

and

New Licensing System Project

2

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)

3

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

4

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

5

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

6

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

7

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.

8

• 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)

9

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.

10

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.

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