Client Spotlight: State of Connecticut

  • Industry: State regulatory
  • Location: Connecticut
  • Population: 3,605,944
  • Tyler Client Since: 1993
  • Location: Tyler regulatory solutions

The state of Connecticut is a long-time user of regulatory solutions that are now part of the Tyler Technologies offerings. Originally implementing a CAVU eLicense system in 1999, Connecticut has successfully integrated multiple modifications into their solution in order to handle licensing, enforcement, disciplinary actions, and online services for a variety of regulatory boards. The expansion of the Tyler solutions across additional agencies throughout the state was the result of a meticulous plan to get the best return on investment from their regulatory software.

A Reevaluation and Renewed Commitment

Since their original CAVU eLicense implementation in 1999, the state of Connecticut has maintained a collaborative relationship with the team that supports Tyler’s State Regulatory offerings. In 2021, Connecticut expanded CAVU eLicense to three additional agencies, with an additional three agencies migrating to the system from 2011 to 2015.

In 2016, however, nearly 20 years after the initial installation of their regulatory system, Connecticut recognized they were not deriving as much value from the software as they had hoped. They identified a need for single system support and a way to implement consistent licensing practices. With seven agencies using the system and limited self-service features of the current solution, they decided to request proposals from other software vendors in the market to potentially replace the system.

After evaluating other vendor options, they decided the most economically beneficial solution was to stay with the Tyler solution and fund product modifications that could be leveraged across all the agencies. Additionally, this new program effort would evaluate all current agency configurations to fully utilize all existing features and modifications with an emphasis on online self-service and automated processing.

A Plan for Full Utilization

The planned expansion to a state-wide enterprise solution depended on making sure current users were productively using the Tyler application and moving away from separate systems. The state IT office determined the best ROI would occur by bringing even more state regulatory agencies onto the application. The five-step plan to improve credential management efficiencies while maximizing the value of the investment included:

  1. Introducing all available features. Connecticut IT leaders worked to make sure users were familiar with, and actively using, all features in the system through a combination of in-person and recorded video training sessions. They also funded the activation and modification of available self-service features that were not fully ready for use, so licensees could do more of the labor of routine application and renewal themselves. As each new implementation was completed, the state IT office went through a change management process to steer users toward best practices they had identified from the other agencies already using the system.
  2. Deploying a mobile solution. To fully empower regulatory inspections and investigations, the state agencies implemented mobile enforcement functionality in order to support inspections in the field. Integrations and synchronization to CAVU eLicense expedited processes, provided for additional data capture, and reduced the use of paper forms and notes by inspectors.
  3. Expanding to additional agencies. Some agencies in Connecticut were still using legacy software while others were still using manual, paper-based processes. The state funded the migration of these other agencies in order to make the decision to adopt the new system easier as well as to reduce the technology risks legacy system presented. Each agency making the switch leveraged internal staff as well as the state IT team to handle the implementation.
  4. Enhancing configuration per agency. While it made sense to standardize processes and data handling by employing a single enterprise system across Connecticut’s agencies, each individual agency has its own requirements for applications, renewals, continuing education, and more. Therefore, the system was configured to address the unique needs and workflows of each agency, supporting their goals to improve efficiency and online service delivery.
  5. Influencing product enhancements. Connecticut made a commitment to proactively provide funding and input to Tyler’s development team as they created the roadmap for future releases. This would enable Connecticut to ensure they were receiving the functionality they needed while improving the base product to garner participation across the industry.

A New Way of Working

The modification enhancements and implementation of Tyler’s state regulatory software modules has helped Connecticut to provide streamlined, automated processes and online self-service. This has made many processes more efficient for both the regulatory agencies and the licensees. For example, renewal notices can now be automatically generated. Licensees fill out the application and submit payment online, and deficiencies can be identified, flagged, and corrected immediately. If everything is in order, the renewal can be posted automatically. The online interface can also be used to update data and credentials in between renewals. This not only makes things faster for licensees, but it also frees up regulators. Instead of processing paperwork and payments, regulatory agency staff can be working on more strategic efforts like compliance monitoring.

An Enterprise System

As a result of their strategic expansion plan, Connecticut has increased its use of the Tyler regulatory system from four agencies to 12, with 41 divisions and 38 separate regulatory boards getting the benefits of automation and licensee selfservice. The system helps Connecticut regulators manage 815 credential types, with workflows that align with the regulatory and legislative requirements of each individual industry. By partnering and embracing the Tyler solution, the state has created internal efficiencies, standardized processes, and achieved their goal of maximizing ROI while providing the public customers with effective online experience and faster service delivery.

Case Study Highlights

  • Connecticut has used Tyler's CAVU eLicense regulatory solution since 1999.
  • Expansions over time have led to use at 12 agencies, including 41 divisions, 38 regulatory boards, and 815 license types.
  • Modifications and enhancements have provided streamlined, automated processes and online self-service.

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