Success stories: Lean at DOL

We use Lean and other process improvement methods to reduce waste and serve you better. Some of our recent successes include:

Dishonored check processing reduced from 24 hours to 15 minutes

The problem

A driver license would not be legally renewed if a customer paid for their renewal with a dishonored check (DHC). Even though they’d get their new driver license our records would show they had not renewed because full payment was not received. When they tried to correct this error, we had difficulty getting the process completed the same day.

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Financial responsibility hearing scheduled faster

The problem

A financial responsibility hearing occurs after an uninsured driver has been in an accident. The Hearings Unit handles about 900 of these hearings per year. Customer wait times were long due to hearing staff availability, unnecessary handoffs and processing.

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Reduced billing turn around by 16 days

The problem

We make monthly payments to Department of Enterprise Services (DES) for the use of motor pool vehicles. Motor pool payments were not being paid on time. This resulted in extra costs and impacting budgets.

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Saved time and expense on real estate agent courses

The problem

The process to review and approve real estate courses offered to real estate applicants was outdated, inefficient, cost us and the applicants extra time and money. Additionally, applicants were frustrated by the process, as evidenced by their complaints. Currently there are over 1,600 courses being offered.

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Freed up 570 minutes of staff time to serve our customers better

The problem

Real estate applicants are required to submit their fingerprints to us. We send them to the Washington State Patrol and the FBI for conviction screening. The old process contained steps that were recognized as waste, such as transportation, duplicate entry, and waiting between steps in the process.

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See also:

Washington Healthcare Finder
Access Washington – official state government website