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Case Study

Vermont OPR creates 100% online, next generation licensing platform

  • Replaced legacy solution that was too difficult and costly to adapt

  • Created a platform to automate and streamline all OPR licensing processes

  • Completely transformed OPR, expediting the licensing approval process

“Pega has helped us achieve our goal of creating a state licensing system that delivers unprecedented service to the citizens of Vermont while driving productivity gains and process improvement.”

The Business Issue

The Vermont Office of Professional Regulation (OPR) supports and administers 60,000 licenses each year – including over 200 license types for 50 different professions in the State of Vermont, ranging from architects to physicians to tattoo artists.

For nearly ten years, the OPR used an off-the-shelf application to manage its licensing and enforcement activities. But the accelerating pace of regulatory change and growth in new licensing responsibilities – together with the cost and difficulty of adapting the hard-coded, legacy application – made it nearly impossible for OPR to keep up.

The Solution

The OPR realized it needed a new, modern, cloud-based platform that it could easily adapt to the changing business environment. After extensive research and evaluation, the OPR determined that Pega Cloud®, powered by AWS, was the only product that would meet its needs.

Now with its processes 100% online, the OPR has successfully designed and implemented its Next Generation Licensing Platform (NGLP), which has automated and streamlined the full spectrum of OPR workflows, from license administration and renewals to regulatory compliance and enforcement. The OPR also has gleaned insight into metrics and data it previously lacked. The new solution became particularly important during the COVID-19 pandemic, as OPR had to adapt instantly to tackle ever-changing policy objectives.

The Results

OPR now receives all license applications, renewals, and complaints through its Pega application. Over the course of its Pega journey, OPR has realized the following results:

  • An improved central database gives employees visibility into historical context and status of licensed professionals to ensure that licensees are providing the best service
  • 13,000 applicants for notary public licenses onboarded and processed in just six weeks
  • 3,000 nurses licensed with an average of turnaround time of 45 minutes per license – a process that previously took weeks
  • Staff can publish new emergency licenses without the assistance of technical resources
  • Able to work through the pandemic with zero impact on operations
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Related Resources

Read the full article on Vermont OPR in this report.

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Area prodotto: Piattaforma Industry: Pubblica amministrazione Sfida: Eccellenza operativa Sfida: Modernizzazione aziendale Sfida: Servizio clienti
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