Washington, DC
District of Columbia Department of Licensing
Department of Licensing and Consumer Protection (DLCP)
Location
Owner/Client
Department of Licensing and Consumer Protection (DLCP)
Department of Licensing and Consumer Protection’s (DLCP) Business and Professional Licensing Administration Occupational and Professional Licensing (OPL). OPL supports the District of Columbia’s non-health occupational and professional Boards, Commissions, and Programs (BCPs), enforces regulations, and offers licenses in more than one hundred-fifty (150) occupational and professional categories. Within these twenty-one (21) license categories, OPL supports twelve (12) non-health regulatory BCPs in the District which regulate the practice of specific occupations and professions/
The BCP’a are responsible for reviewing applications, administering examinations, responding to certification requests by other jurisdictions, and regulating the practices of individual professions.
L. S. Caldwell & Associates, Inc. (LSC) is responsible for working with the DLCP to support the licensing operations, including information dissemination, license printing and distribution and application processing and approval.
Specific strategies established to reinforce compliance conformance include:
Licensing operation functions are facilitated via telephone, email and chat systems by a team of:
- One (1) Project Operations Manager
- One (1) Assistant Project Operations Manager
- Ten (10) General Clerk II’s/Customer Service Representatives
L. S. Caldwell & Associates, Inc. was tasked with developing and implementing a Call Center Program which included but not limited to:
- Identifying a team with call center background and training them on DCRA Licensing and permitting programs and operations
- Creating onboarding procedures/documents for all staff and potential incoming staff
STRATEGIES FOR SUCCESS
- Developing processes and procedures for Call Center employees and information responses
- Identifying cost effective viable call center software
- Identifying language systems to support assisting non-English speaking customers
- Creating system logs to document required call response metrics
- Total Call Volume by Inbound/Outbound calls
- Percentage of Abandoned/Missed Calls
- Call Answered within 2 -3 minutes
- Average Call time
- Average Delay/Customer Hold time
- Language Access Calls
- Initial communication with customers
- Prompt response to inquiries fielded through various channels
- Ensuring Bords respond to Call Center referrals to complete reviews and application approvals
- Ensure all inquiries are completely responded to withing three (3) days receipt of complete application submission
- Fulfilling daily and monthly reporting requirements and conducting continuous quality reviews, monitoring, and evaluation to ensure compliance with the District’s laws, regulations, and established business rules.
- Identification of issues/recommending solutions
- Submitting monthly reports
