Governing for Results 6 - Washington State Digital Archives

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Department of Financial Institutions License Forms Streamlining Customers indicated they were confused by the elaborate and complex licensing application forms as well as with the multi-page instructions. This often resulted in inaccurate or incomplete applications, in turn causing delays in processing. The layout of the forms was changed, instructions were clarified, and requests determined not to be absolutely necessary for our mission were eliminated. The majority of required notarized signatures were not essential and were eliminated. Alternate methods of accessing information were identified thus streamlining the information the applicant is required to provide and reducing the amount of paper required for an application. In addition, it was found that in many cases of criminal background checks an Internet site provided the necessary information reducing the cost to many applicants from $25 to $10 per background check. Finally, the application instructions were reduced from six pages to one. Results ★ Reduced steps reduced the average annualized number of hours required to process an application from 7.25 to 4.42 hours. ★ An annualized 50% reduction in the number of applications requiring additional contact--from 696 to 348. ★ During the data collection period while the number of background checks increased by 17% the total cost only increased 3%, a savings that has been passed directly to the customer. ★ Annualized average requests for additional information per application were reduced from 2.23 to 1.13 items per application. Team Name: Mortgage Broker and Escrow Agent Licensing Team Team Members: Kae McDonnell, Nicole Rems, Ann Woolsey, Linda Pasta, Pauline Yale, and Anni Ninen CONTACT: Whittier Johnson, (360) 902-8755 25
Department of General Administration Streamlined Incentive Payments To encourage employees to use alternative means to commute to work the Department of General Administration (GA) implemented a new Commute Trip Reduction (CTR) incentive of a quarterly cash payment to employees who met the CTR incentive requirements. In the past, the payroll accountant cut special checks for the entire amount of the incentive earned by employees. The accountant was then required to manually calculate the required tax withholdings and enter the information into the payroll system. The tax withholding were then deducted from employees paychecks the following pay period. To simplify the process, a natural work group found a way to streamline and automate the payment process and eliminate the need to prepare a separate check for the CTR incentive award. The new process includes the award payment in a regular quarterly paycheck. Results ★ Reduced the payment process from approximately 24 minutes to 30 seconds. ★ The new process automatically calculates the taxes and includes the incentive payment in the employee's regular paycheck. ★ Saved approximately $0.75 per payment because separate checks are not produced. ★ Saved more than 30 hours staff time to prepare checks for 80 GA employees per quarter with an estimated annual savings of 120 staff hours per year. ★ Saved more than $60 in check expenses per quarter for an estimated annual savings of $240. Team Name: Streamlined Incentive Payments Team Members: Cheryl Crank, Becky Yarnell of GA; Millie Lund of OFM and Susan Sparks of DOP CONTACT: Cheryl Crank, (360) 902-7326 26
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Governing for Results 6 - Washington State Digital Archives

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