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TCOLE defends public license lookup and unified login after rollout hiccups
Summary
IT staff reported the on-time launch of a public license lookup and unified login (IAM), told commissioners about migration challenges and support volumes, and said 91% of TCLEDS users have reenrolled while staff continue outreach to recover remaining users.
At the McAllen meeting, IT Director Jessica Caparo reported that the agency met its goal for conference registrations and confirmed the successful, on-time launch of the public license lookup application and a unified identity and access management (IAM) login.
Caparo said roughly 1,075 people registered for the conference and that the public license lookup has attracted about 3,400 public-user registrations. She explained that the IAM component was necessary for the lookup and will be required for future technology projects tied to the sunset legislation.
Commissioners and staff acknowledged a heavy support burden immediately after the IAM rollout: some accounts did not migrate correctly and permissions needed fixes, which increased call and ticket volume. Caparo credited cross-department assistance—credentialing, legal, enforcement and special services—with helping address the issue and reported that the agency has recovered or reenrolled approximately 91% of prior TCLEDS users. She said staff will proactively contact the remaining users after the conference.
Commissioners asked for clarity on whether accounts were deleted (Caparo said no), the number of users remaining to be reenrolled (about 500), and whether the migration affected online training or abandoned-call statistics. Caparo and credentialing staff explained that some apparent drops in registered users reflect different user behavior patterns between public license lookup users and internal account holders.
Caparo said the team used extra precautions during development to protect confidential information and implemented modern user-facing features. She pointed commissioners to detailed metrics in the meeting notebook and said third-party cybersecurity assessments are performed regularly; the agency also performs two‑year third‑party cyber assessments, staff added.
The immediate priorities are proactive outreach to unrecovered accounts, ongoing help-desk support, and continuing work on other technology projects tied to the agency’s strategic plan.
