Digital Transformation for Regulators in Connecticut
The State of Connecticut is a leader among U.S. states when it comes to embracing digital transformation to improve regulatory processes and enhance public services. For more than two decades, Connecticut has continued to innovate, using a regulatory system provided by Tyler Technologies to meet the dynamic needs of multiple state regulatory agencies.
Adoption of Regulatory Software
Approximately 20 years ago, the Connecticut Department of Consumer Protection (DCP) took a significant step towards modernization by implementing CAVU eLicense primarily for license renewals. This forward-thinking move marked the beginning of Connecticut’s transition from cumbersome paper-based systems to a streamlined, digital system.
A decade later, the Department of Public Health recognized the transformative potential of the system and decided to come on board. This marked the first significant expansion in Connecticut beyond the DCP, highlighting the system’s adaptability and appeal to diverse agencies.
In the past five years, Connecticut’s digital transformation journey has gained momentum. Nearly a dozen state agencies have embraced the shared system, with each agency bringing its unique set of process requirements. The rapid expansion has not been without its challenges, but the commitment to innovation has prevailed.
The Benefits of Digital Transformation
The various Connecticut agencies who use the Tyler system recognize it as reliable, cost effective, and flexible. Tyler software allows Connecticut to adapt to modern needs for new services and new ways of interacting with both licensees and the public.
Expanding Functionality
What started as technology primarily meant to manage renewals has expanded to handle applications, reporting, and account management. It is also configurable to the specific needs of the various agencies; this is crucial because, for instance, the licensing and regulations pertaining to casinos are vastly different from those governing the state’s medical cannabis industry, yet both use the same system.
Enabling Transparency
The move to a shared, digital system has given Connecticut agencies the opportunity to see and use their data more effectively. Integrated with their regulatory system, Connecticut also uses Tyler software for data and insights so agencies can track their own performance, view trends to help them operate more effectively, and create reports for both internal and external use. Tyler software also powers Connecticut’s Open Data Platform. Publicly available datasets, APIs, dashboards, and visualizations are available through the Open Data Platform, so licensees and residents have self-service access to the information they need about licenses and licensees.
Increasing Resident Services
Within the last year, Connecticut has adapted the system’s online complaint function to support additional processes that serve residents.
For example, one new process has been put in place to help owners of defective vehicles. The same Tyler functionality that supports general regulatory complaints is now available for residents to file specific complaints to start an investigation under Connecticut General Statue Chapter 743b, “Automobile Warranties” – the nation’s oldest so-called “lemon law.” The system creates the case and starts the investigatory process, which can lead to a hearing between the complainant and the automobile manufacturer.
The online complaint system is also the mechanism by which complainants apply for reimbursement from Connecticut’s Home Improvement Guarantee Fund. This fund ensures that customers who win a court judgement against a home improvement contractor get their money, even if the individual contractor is unable to pay the judgement. Everyone who gets a home improvement contractor license in Connecticut pays into the Home Improvement Guarantee Fund. Again, the complaint starts the application process and opens a case for the eventual reimbursement.
Ease of Use Drives Expansion
Connecticut regulators strive to work more efficiently so they can continue to protect the health, safety, and economy of the residents of the state. As they continue to find innovative, digital ways to serve their communities, Tyler Technologies will continue to provide systems to support them.