Client Spotlight: Louisiana Board of Pharmacy Client

Louisiana Board of Pharmacy (LA BOP) is a long-time Tyler Technologies client, using Tyler’s CAVU eLicense solution to streamline license processing for pharmacists and other health professionals. When online credit card fees started to threaten their budget, they turned to Tyler and its Payments application to help them out.

The Need For a New Payment Model

When LA BOP originally rolled out online licensing and renewal services a decade ago, licensees resisted the switch due to associated credit card and convenience fees. To encourage adoption, LA BOP chose to absorb those fees, which at the time were nominal.

Since then, the use of online services has increased dramatically. As a result, the credit card costs associated with LA BOP’s online transactions can now exceed $100,000 annually. As a self-funded organization, LA BOP could no longer absorb the fees and needed to look for a vendor who could help them restructure their transaction processing.

Choosing Tyler ... Again

LA BOP considered its options for alleviating the financial strain. Having already worked with Tyler Technologies for their CAVU eLicense solution, they contacted their client services team to see if they could suggest a fix.

After consultations to gain a thorough understanding of LA BOP’s requirements, Tyler presented the Payments application, a solution that aligned with LA BOP goals. Payments is a comprehensive solution designed to simplify payment processes and provide secure, flexible, and scalable payment functionality. With the ability to support a variety of fee models, the Payments application is configurable to meet any agency’s needs and to adjust to changing needs over time. Its intuitive technology ensures efficient operations for regulators while providing easy interactions for licensees.

The team from Tyler Technologies also assisted in navigating the approval process with the State Treasurer as well as Louisiana’s state House and Senate committees, providing expertise that ensured the process was successful.

The Payments application went live on July 5, 2023. The Tyler team worked diligently to make the go-live as smooth as possible, minimizing downtime for LA BOP staff and licensees. The implementation was scheduled to take place prior to the autumn renewal period to mitigate the impact on licensees and have the system ready to support the busiest season for LA BOP staff.

Flexible, Modern Payment Options

Tyler’s Payments solution successfully restructured the transaction process so that it now conforms to LA BOP’s operational needs. In addition to accepting credit cards, the Payments application also supports a variety of other payment options.

Under Louisiana state law, licensees retain the right to mail in checks or even come to the LA BOP office to pay in person. However, licensees have shown a high acceptance of online services, with around 97% using digital payment options. This aligns with the LA BOP’s ongoing shift toward digital processes to reduce their environmental impact and streamline operations. Tyler solutions have helped them reduce their reliance on paper-based transactions and physical files and allowed them to accept online submissions of applications and attached documents.

A Flourishing Relationship for Today and for the Future

The relationship between LA BOP and Tyler Technologies has resulted in significant cost savings and streamlined processes for license processing. By integrating Tyler’s Payments application with their CAVU eLicense system, LA BOP has successfully addressed its budget challenges and reduced reliance on paper-based transactions. The implementation process, guided by the Tyler team, ensured a smooth transition and a positive user experience. As LA BOP continues to gather feedback from licensees and explores further enhancements, they remain committed to providing efficient and reliable services to their regulated industries and acting as good stewards of the funds they receive from licensees.