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Licensing division credits LEADS system and staff with faster processing, cleared backlog and social equity outreach gains
Summary
Licensing leaders credited a recent LEADS system rollout and extensive staff effort for reduced processing times and clearing a 4,000‑case exception queue; the social equity team reported 726 registrants and fee waivers that saved roughly $180,000.
Becky (licensing leadership) and her managers gave the executive management team a broad report on the licensing and regulations division’s 2025 work and 2026 priorities, highlighting the LEADS system rollout, staffing adjustments, customer service recovery and social equity progress.
Caitlin Bomba, deputy director of operations and licensing, described extensive staff involvement in requirements gathering, user acceptance testing and training that supported the LEADS implementation. Managers credited cross‑unit collaboration (IT, finance, enforcement and communications) for resolving thousands of data cleanup issues after go‑live.
The social equity team, led in part by Erin Washington, reported securing a contract with AltaPoint Consulting (APC) to develop an automated reviewer platform and said outreach produced 880 registrations yielding 726 registrants. The presenters said removing a pre‑evaluation fee for interested social equity applicants saved roughly $180,000 across registrants (726 at $250 each saved at the evaluation stage).
Customer service manager Beth Leeman said staff handled a post‑launch surge—about 500 extra calls per month at peak—while clearing a 4,000‑case exception queue to zero over four to five months. She said instant issuance for eligible applicants and automation shortened permit issuance by about three to four days and reduced processing times in some workflows by roughly eight to nine days.
The division also described legislative and program changes affecting operations, including work to implement Second Substitute House Bill 1515 and updates to the mandatory alcohol server training (MAST) program tied to new temporary service zones in summer 2027. Managers emphasized continued cross‑training, standardizing procedures, and a human‑centered approach to staff development and customer experience.
Board members praised the presentations and the licensing team’s emphasis on collaboration and staff wellbeing. Managers said they would continue to monitor system performance and customer metrics as they refine processes.
