Council approves in-person business-license liaison to help applicants using HDL portal

The Westminster City Council voted 5–0 on Feb. 26 to introduce a staff business-license liaison to supplement business-license administration provided by HDL companies.

Staff described the liaison as a supplementary, in-person option for applicants who need help using HDL’s online portal. The city contracted with HDL for business-license administration in 2021 and has since activated services such as translation and discovery and compliance functions, which staff said have produced additional revenue. The liaison role will be a duty performed by an existing or vacant Community Development management-analyst position; until that position is filled a senior management analyst in the city manager’s office will cover it.

Senior Management Analyst Ryan Sauls presented the proposal, saying staff estimate roughly 1.5 hours per week of liaison time and an annual cost under $5,000, subject to demand. The liaison will be listed on the city’s business-license portal, available by appointment and able to assist applicants at the counter with tasks including scanning documents and entering application information.

Council discussed whether the liaison would speed issuance and how the city coordinates planning, building and public-safety reviews that also affect startup timelines. Councilmember Fan West and others said better customer communication and follow-up would help. Staff said the liaison is intended primarily for applicants unfamiliar with the digital process, first-time business owners, or applicants with language needs.

Council voted to approve the introduction of business license liaison services to be performed by staff; motion carried 5–0.

Ending: Staff will implement the liaison duty within existing staffing; the Community Development management-analyst position will be designated once filled.