Improving Operations and Reducing Cost With Digital Licenses
- Population: 3 Million
- Tyler Client Since: 1999
- Solutions Used: Regulatory licensing and permitting software
- Profile: Since 1913, the Arkansas Department of Labor (now the Arkansas Department of Labor and Licensing) has enforced the labor laws of the state while seeking to promote workplace health and safety, protecting employers and employees from financial burden imposed by work-related injury and disease, and providing consumer protection through occupational licensing as authorized by Arkansas law.
CHALLENGE
In 2019, the Arkansas Department of Labor and Licensing (ADLL) was tasked with overseeing 21 previously independent professional licensing boards and commissions. Most of these licensing agencies relied on legacy paper processes for processing license and permit applications, and of those that did have digital systems, no two were alike. This contributed to a poor user experience, long turnaround times, increased costs, and overwhelming workloads for administrative staff.
SOLUTION
To improve the user experience and increase efficiency across the board, the ADLL worked with the Information Network of Arkansas (INA) and Tyler Arkansas to implement Tyler’s full-service regulatory licensing and permitting software. This software streamlined the state’s fragmented licensing systems and provided a single entry point for all professional license holders to apply for or renew a license online, regardless of the regulating agency.
RESULTS
Adoption of Tyler’s regulatory software has resulted in both cost and time savings for the state of Arkansas. Since early 2021, the platform has saved the state more than 340,000 pieces of paper and enabled the ADLL to realize more than $800,000 in cost avoidance. In addition, because the new solution automates many processes that once required human oversight, administrative staff have realized a 70% reduction in workload and an 85% reduction in processing times. Licensees also benefit from the expedited process, as electricians can now expect to receive their license in five days instead of three months, which was the turnaround time prior to launch. Currently, the system supports an estimated 50,000 licenses, and since launch, more than 60,000 forms have been submitted and processed electronically instead of through paper. Eleven onboarded agencies now actively benefit from Tyler’s regulatory software, with another 11 on schedule to begin using the system by the end of 2024.
This past year, our partners at INA and Tyler Technologies were instrumental in successfully migrating seven licensing entities to modern regulatory software. Tyler’s cloud-based platform enables our licensees to have 24-hour-a-day access to their license and the services needed to renew and maintain their license. Tyler met our aggressive roll-out schedule on time and with minimal disruptions to daily business. In addition, post-launch support has been excellent, well above expectations.
Ken Anderson
Chief Information Officer, Arkansas Department of Labor and Licensing
CONCLUSION
Before implementing Tyler’s regulatory software, the Arkansas Department of Labor and Licensing was managing 21 previously independent professional licensing boards and commissions, all with different systems. In many cases, professionals seeking licensure had to fill out paper forms and then wait for months for their submission to be processed and their license to be delivered via mail. Legacy paper processes slowed administrative efficiency, and digital solutions differed so greatly across agencies that it made output and oversight difficult.
Tyler’s regulatory software has brought automation and standardization to ADLL, eliminating paper processes, reducing costs, increasing efficiency, and boosting administrative output. As more agencies within the ADLL and across the state begin using the system and reaping these benefits, enterprise efficiencies will continue to multiply.