In the 2011 the Colorado General Assembly passed House Bill 11-1212, which set out to incorporate LEAN principles to make state government programs more efficient. LEAN is a methodology used to by organizations to deconstruct, review, and analyze existing procedures in an effort to continuously eliminate waste and make improvements; ultimately providing better service without requiring additional resources. In 2012 the Governor’s office began implementing LEAN projects throughout the state and the staff at DORA was eager to incorporate LEAN ideas and concepts to improve our service to Colorado consumers and regulated professionals.
DORA has fully embraced LEAN principles, and in fact, as a result of streamlining efforts the Department was one of only a few to submit a reorganization savings request to the General Assembly for Fiscal Year 2017-2018 (reducing $80,000 in cash funds for the Divisions of Banking and Insurance). Below are a few DORA projects that highlight our efforts to improve government processes by implementing LEAN projects.
Securities Examination Cycle Time Decreases by Nearly 400%
The Division of Securities implemented a Lean project in 2016 with the goal of decreasing the average examination cycle time from 230 days to 90 days. By implementing standard examination processes and communication forms, the division was able to reduce the exam cycle time to less than 60 days on average. Nearly half of the exams completed since the project have been closed in under 30 days. Division of Securities, Fiscal Year 2015-2016.
Reducing Backlogs and Improving Processes in Money Transmitter Licensing
Through the reduction of legal expenses, consolidation/merger of positions, and overhauling of the application process, the Division of Banking eliminated a money transmitter application backlog from 2012 and secured more than $200,000 in savings. The division also integrated the Nationwide Multistate Licensing System and Registry (NMLS) to license money transmitters. This cut red-tape for licensees by eliminating the Colorado requirement that they separately file for licensure with Colorado in favor of a one-stop portal where they can file with multiple states simultaneously. The improvement was recommended by a stakeholder group during Lean activities that included the industry. Division of Banking, Fiscal Year 2015-2016.
New DORA Welcome Center Improves Customer Experience
DORA opened an all-new Welcome Center in the lobby of its headquarters at 1560 Broadway in Denver. The Welcome Center serves as a centralized, one-stop-shop for customers to receive assistance regarding their license applications and renewals for several DORA divisions, such as Professions and Occupations, Real Estate and Insurance, and to receive visitors to those divisions and the Executive Director’s Office. Executive Director’s Office, Fiscal Year 2016-2017.
Reducing License Processing Time for Pharmacy Grads
As part of the Department’s “industry stakeholder initiative,” in October of 2015 the Division of Professions and Occupations met with a group of large employers and other industry stakeholders, including several large pharmacies, to hear their feedback regarding potential ways to improve its operations. Based on their feedback, the division instituted a pilot program to reduce the processing time for pharmacy graduates to obtain their first professional license, so they can enter the workforce faster. After initiating a Lean project, the processing time from the start through the receipt of the license was reduced by approximately 95 days. Going from 114 on average to just 18 days, an 84 percent reduction was achieved despite a 15 percent increase in new applications since fiscal year 2013. The changes are part of the division’s larger licensing process improvement initiative. Division of Professions and Occupations, Fiscal Year 2016-2017.