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LEADS portal supports about 5,170 monthly users, CIO says; new automation added
Summary
The agency's LEADS licensing portal, a Salesforce implementation, supports roughly 5,170 unique users monthly and has implemented automated fee creation and notification features; the CIO said the system supports 66 business processes and Accenture provides contracted support through September 2026.
Stephanie Ratko described the LEADS portal as the agency's largest enterprise system and said it supports 66 business processes and roughly 5,170 unique portal users each month. She told the executive management team that the system is a Salesforce implementation and integrates with other agency systems and third-party vendors to support licensing, enforcement and administrative workflows.
Ratko highlighted recent functionality delivered since LEADS's second release, including automatic fee creation, automated approval letters and email notifications, electronic application submission and electronic payments. She said a dedicated application support team and cross-team subject-matter experts handle troubleshooting, bug fixes and backlog items, and that the division has implemented 667 defect fixes/changes since the second release in March 2025 (figure read from presentation).
Ratko said the support model includes subject-matter experts for LEADS and cross-team support to speed incident resolution. She also noted that Accenture will support LEADS leads support through September 2026 while the agency continues recruitment and internal capability development.
