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Case Study

California Department of Public Health: Improving customer experience with a licensing program built for change

  • Obtaining a license from CDPH took weeks or months, and required manual and paper-based processes

  • CDPH implemented Pega to streamline and integrate its licensing activities across multiple programs and create a new infrastructure for recreational cannabis licensing

  • Application and eligibility process has been reduced from months to days

“Processing 600,000 healthcare-related licenses annually, we needed an application that could support a large volume and be scalable across the State of California. With Pega, we have reduced manual processes and expedited the licensing process from months down to days.”

The Business Issue

The California Department of Public Health (CDPH) is one of the largest healthcare organizations in the U.S., serving 39 million people. Its programs issue more than 600,000 licenses annually―from environmental to food and prescription drug licenses.

Traditionally, obtaining a license took weeks or months – manually typing license applications into a legacy mainframe system, mailing paper applications, or processing in-person ones―slowing down state commerce.

The Solution

CDPH implemented Pega to help streamline and integrate its licensing and monitoring services across multiple business units and services. With Pega, CDPH is automating licensing practices so constituents can easily apply online and receive automated eligibility and approvals, reducing the process time from months to days.

When California began issuing licenses for the sale of recreational cannabis, CDPH turned to Pega to create a centralized, user-friendly system that quickly and accurately determines eligibility and provides approvals.

The Results

  • Automated and eliminated manual processes
  • Improved government employee productivity
  • Decreased development and deployment time
  • Able to respond to changing regulations in real time
  • Designed and implemented new cannabis licensing system in a matter of months

All text sourced directly from Governments Building for Change.

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Related Resources

Read the full article on CDPH in this report.

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Herausforderung: Kundenservice Herausforderung: Modernisierung von Unternehmen Herausforderung: Operative Leistungsfähigkeit Industry: Behörden und Ämter Produktbereich: Plattform
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