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LCB says LEADS rollout reduced permit turnaround after months of backlog cleanup
Summary
Licensing managers described LEADS system rollout, testing and cleanup work that reduced the customer-service exception queue from about 4,000 to zero and shortened processing times by 8–9 days; staff emphasized continued training and data governance.
Becky and managers outlined how the agency deployed the LEADS licensing platform, the cross‑division testing and user‑acceptance effort, and the extensive cleanup required after go‑live. Managers said staff served as subject‑matter experts, logged defects, ran UAT scenarios, and contributed to training materials; the team also automated reports and developed guides to support daily operations.
Customer service lead Beth Leeman told the board that the exception queue peaked at about 4,000 cases after go‑live and was reduced to zero in roughly four to five months through coordinated manual processing and volunteer support across units. She described shorter processing times: “We reduced manual work and bottlenecks allowing our staff to focus on higher value tasks,” and reported instant issuance for eligible clients and faster permit turnaround — processing times fell by about 8–9 days and permit issuance by roughly 3–4 days.
Staff also instituted weekly in‑person LEADS check‑ins (42 meetings to date) to troubleshoot and improve cross‑team coordination. Managers asked the board to continue supporting training and data‑governance work as the division moves from stabilization to continuous improvement.
