Online Licensure Application System (OLAS): Nursing Licenses Faster and Easier

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1 Online Licensure Application System (OLAS): Nursing Licenses Faster and Easier Category: Digital Government: Government to Citizen (G to C) Herb Thompson Deputy Division Administrator Division of Enterprise Technology Department of Administration 101 East Wilson Street P.O. Box 7844 Madison, WI Phone (608) Project Initiated: March 2012 Project Completed and Launched: July 1, 2013

2 Executive Summary: The Wisconsin Department of Safety and Professional Services (DSPS) created an Online Licensure Application System (OLAS) to allow nursing applicants to easily apply for their initial licensure online, which reduced processing time and made the procedure far more user-friendly. This new and innovative system replaced a legacy paper process, which was very time consuming and expensive for DSPS. DSPS conceptualized and initiated the OLAS project in March of A pilot program was rolled out on March 13, 2013 to nursing applicants, and OLAS Phase I was fully launched on July 1, Additional phases were launched on a rolling basis as DSPS incorporated more professional fields into the program. They include OLAS-capable licenses such as Real Estate, Security, Boxing, and Mixed Martial Arts professions. DSPS and Department of Administration s Division of Enterprise Technology (DET) collaborated as a team to develop the new OLAS application. The agencies pooled resources to co-manage the project and application development. DSPS leveraged established application architectures, as developed by DET s Bureau of Business Application Support. DSPS and DET developed an application overhaul strategy as a core component of the DSPS IT Strategic Plan. This strategy included identifying current business needs and opportunities and ongoing operational and business management support. DET and DSPS emphasized streamlining business processes and provided more access to the citizens who interact with those processes. DET utilized an agile application development method that allows rapid development of new business or customer functions, but maintained the rigor of lifecycle management best practices. DET had to integrate similar or identical credentialing/regulatory business processes so that a single general business process was supported, rather than a multitude of the silo process functions. The updated site can be viewed at:

3 Description of the Business Problem and Solution: Business Problem DSPS currently manages credentialing for more than 70 professional fields. Each credential requires multiple forms and examination for education. The combined inventory of DSPS software applications includes more than 200 business functions and applications, developed using six different technology platforms, two of which are functionally obsolete today. One specific challenge was the old legacy paper application process. It all started with nursing license applicants that applied by mail by using the old legacy paper process. Nursing applicants were required to mail or fax documents to DSPS, and subsequent incoming documents had to be manually matched to applicant files. Applicant checklists then were manually updated and an was sent to applicants to reflect receipt of the incoming documents. The application status could be checked on the DSPS website under Application Status. Each step in this process depleted valuable staff time and physical resources. When all application requirements were satisfactorily met and proof of education was received, applicants were granted permission to take the National Council Licensure Examination (NCLEX). Passing NCLEX results were mailed directly to DSPS and manually processed prior to licensure. On average, it took business days for DSPS to process an application and grant permission to take the NCLEX. At this point, the application process was complete and an was sent to the nursing applicants indicating the license had been issued. The license would appear on the DSPS website under License Look-up. The nursing applicant was then eligible to work in Wisconsin, and could print their license under Print E-Credential. Business Solution Project Approach: OLAS Phase I provided nurses with the ability to apply for a license online. OLAS is also synchronized between Microsoft Dynamics CRM (customer relationship management software) and SharePoint. The applicant no longer has to mail or fax application documents to DSPS. OLAS also allows nursing schools to submit proof of education electronically, resulting in decreased paperwork for both DSPS staff and nursing school employees. Through OLAS, DSPS moved toward a central point of electronic storage for application materials. A user-friendly site navigation was also added to improve the overall site experience.

4 Project Solution: Applying online created a quick and easy application process for nursing professionals, which is more cost-effective for applicants, nursing schools, and DSPS staff. The OLAS process further reduces cost and processing time by allowing the capability to print a license at home, which eliminates the print and mail cost for the state. DSPS and DET collaborated as a team to implement OLAS. The agency sponsors pooled resources to co-manage the project and application development. OLAS Phase I was marketed to nursing schools in the State of Wisconsin through , webinar meetings, and direct contact. DSPS provided school administrators with information on how to register for the project, an online tutorial for using the system, and pre-drafted communications to send to students that would be applying for licensure through OLAS. The goal of the initial rollout was to make registration and use of OLAS as clear and comprehensible as possible for both applicants and participating schools. Nursing schools must register with the OLAS system in order to preload information on behalf of their students. Currently, 23 nursing programs in Wisconsin have registered with OLAS. Nursing schools can safely submit documentation electronically. Registration includes providing required proof that each applicant graduated from an accredited school. Once an application and proof and accredited education are received, applicants are granted permission to take the NCLEX. OLAS took the place of the manually managed mail procedure and fiscal receipting processes and reduced this intensive process of paper management, resulting in a quicker and more efficient licensure process. The Technology, Features, and Functionality: The OLAS application accommodated nursing licenses for the state of Wisconsin. The site was updated to allow the applicant to upload required documents to a SharePoint site. The documents are stored on a SharePoint server accessible for viewing by the applicant as well as the DSPS staff. The SharePoint features, which store uploaded documents on a web site, provide DSPS with a portfolio of new document management tools. The documents are synchronized between CRM and SharePoint. DSPS supported the internal and external business requirements and communications, while DET developed the CRM, web and SharePoint application framework. DSPS and DET application developers worked together on the complicated integration with legacy application and payment systems. In addition, OLAS has enhanced reporting and capabilities. DSPS can communicate to single applicants or groups through OLAS. OLAS is accessed through the state s Web Access Management System (WAMS), which allows authorized individuals to access state Internet applications using the same means of identification for all state Web applications. For example, a citizen can use

5 the same Wisconsin user ID and password to acquire overweight trucking permits and Emergency Medical Technician certification. Significance to the Improvements of the Operation of Government: DSPS transformed the older manual business processes to effectively and efficiently fulfill its mission for stakeholders. DSPS created a Lean initiative to modernize and streamline applications and operations through the use of advanced web-based technologies. Modernization of outdated, manually intensive business and technology operations has resulted in the ability to meet citizen demands in more timely fashion. OLAS enables citizens to more easily apply, review and interact with DSPS using selfservice functions. It also significantly reduced the waiting time between application and licensure. A sample of 10% of nursing applicants in 2013 demonstrated a 90% improvement in application processing time using OLAS. Applicants using OLAS received permission to take the National Council Licensure Examination (NCLEX) 1-2 business days after receipt of application materials, and were granted licensure 1-2 business days after receipt of their NCLEX passing results. Using the traditional paper method, it took 1-5 business days for application materials to arrive at DSPS, and up to an additional 17 business days before permission was granted to take the NCLEX. DSPS and DET were able to gain: Improved efficiencies and effectiveness in operations, through the use of technology, and streamlined licensing processes and the ability to shift resources from manual work to more complex licensing work. DSPS improved access for the most common inquiries and improved navigation within the agency Web page for affected professions. DSPS also improved the ability for applicants to track the work flow status on individual certifications or requests. DSPS can now communicate to single applicants or groups through OLAS. Since March of 2013, OLAS has sent out 3,595 communications to applicants. DSPS management improved visibility to processing delays, customer issues and concerns, and baseline business process documentation. This provided improvement targets that can be developed, measured and assessed. DSPS added an online training guide with easy-to-use instructions, which reduced the amount of time for applicants to fill out their application.

6 Usability was tested throughout the application development and deployment. It continues to be captured and measured through feedback functionality in OLAS, as well as agency interactions with the professional groups, including mailings and meetings. Access to information or services is restricted to protect privacy. The WAMS identity management tool provides individuals security and privacy. The application is United States Access Board Section 508 compliant. The DSPS logo was attached to the application for personalization and branding and was included on the DSPS website and links to the state s website at wisconsin.gov. Registered Users from March through December of 2013 Benefits of the Project: With the new OLAS application, applicants no longer have to mail, , or fax documents to DSPS. This moves the department toward a central point of electronic storage for application materials, and the site navigation has changed to improve the user experience. An additional benefit for DSPS staff is the elimination of the requirement of staff to manually go through a 10-point checklist to confirm all necessary licensing items were received. Now, the system highlights for staff only the items that still need attention. For the low cost of $73, for application development services to DET, DSPS has a framework to continually deploy more launches. This minimum cost offsets any future costs incurred by DSPS. Currently, DSPS has launched 26 professions and the list continues to grow.

7 Applicants could print their own licenses pre-olas. However, now that OLAS makes it easier and more accessible online with this service, DSPS is charging applicants that request to print and mail licenses, whereas it was free pre-olas. OLAS sets the stage for our state s priorities along with NASCIO s, which include: cost control of budgets, project management, and application modernization of paper legacy. Looking into the future: The OLAS application is built on a technology framework with sustainable, adaptable future-proofing in technology hardware and software. The application allows quick expansion to new professional categories with repeatable application design standards and capability for dynamic customization by profession.