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LCB outlines plan to implement state customer-experience order
Summary
Liquor and Cannabis Board staff told the executive management team they will implement Executive Order 2506 by improving customer experience across licensing, enforcement and tax systems, migrating services to a centralized wa.gov platform and measuring progress on five priority services.
The Liquor and Cannabis Board’s executive management team on March 11 heard a presentation on how the agency will implement Executive Order 2506, the governor’s directive to redesign state service delivery around customer experience.
Brian, a communications lead for the agency, told the board that EO 2506 (issued 09/03/2025) directs agencies to “design services with the people who use and deliver them in mind,” and that LCB submitted a customer-experience improvement plan to the governor’s office last week. “Customer experience means designing services with the people who use and deliver them in mind,” he said.
Board members were told the order includes three elements for agencies: a technical migration to a central state platform, named milestones for usability and accessibility, and a requirement to identify and improve a set of high-impact services. The agency plans to move services from SecureAccessWA to wa.gov, with a full transition window through 2028, and will coordinate with the tax-and-fee replacement project to integrate licensing and payment functionality.
Agency leadership also listed the five LCB priority services singled out for measurement and improvement: final inspections (Enforcement & Education), the rule-petition process, premises and education visits, special occasion permits, and beer/wine tax reporting. The board was told agency divisions are working with a liaison in the governor’s office to document responsibilities and measures.
The presentation concluded with staff saying more detailed implementation work — including IT scheduling and a CIO-led migration plan — will follow in coming months. The board did not take formal action; staff said they will report progress as the improvement plan is implemented.
