Change Management

Agency transformation is all about change—but for change to be effective, it must be managed. Learn how GL Solutions builds change management into the digital transformation process, taking your regulatory agency safely and sustainably from its current state to a more capable and efficient future.
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Change Management

Regulatory agencies haven’t historically been oriented toward change. But change is necessary in today’s landscape. GL Suite enables healthy change that adds capabilities and increases capacity in sustainable ways.

Functionalities

Enforcement Investigations

Schedule, assign and track investigations according to your schedule while retaining all information.

  • Launch investigations dictated by priorities and assign cases to investigators. 
  • Track investigations to completion from investigator notes to court appearances.
  • Save all information with the appropriate records in the system.

Complaint Intake

Reduce data entry required during intake while leveraging websites to lessen public complaint paperwork.

  • Speed up the process with data entry tools and decrease intake-related work. 
  • Optimize intake procedures with public websites that allow users to report complaints.

Third Party Integrations

Interfaces to and from third-party applications support data exchange between your agency and third parties.

  • Seamlessly exchange data with online payments, criminal record checks, information updates, exam scheduling, scoring, administration and more.
  • Interface with GL Suite from other applications with a documented API.

Invoicing and Payment Processing

Interface with third-party payment processors, like PayPal, to ensure seamless online payment processing.

  • Retain payment history and receipts with confirmation numbers added to applicant records.
  • Integrate invoicing and reconciliation with advanced financial reporting functionality.

Reminders and Notifications

Applicants and agency staff benefit from GL Suite’s highly configurable, automated alerts and notifications.

  • Notify applicants of approvals or upcoming renewal dates by email and text.
  • Alert agency staff of tasks, such as an applicant review or a complaint notice.
  • Automate your business processes and eliminate paper mailings.

Continuing Education

Support the management, review, certification and maintenance of continuing education requirements.

  • Automatically categorize and calculate hours based on specific agency policies.
  • Ensure an applicant meets agency CE requirements before completing their application or renewal.

Background Checks

Keep the public safe with GL Solutions’ experience in interfacing with local and federal background check vendors like the FBI.

  • Ensure licensees are free from criminal records that exclude them from approval.
  • Meet data security standards with the CJIS-compliant GL Suite platform.

Performance Monitoring

Measure, assess, track and respond to organization and team objectives with GL Suite’s performance monitoring.

  • View current performance based on established Key Performance Indicators (KPIs).
  • Analyze supporting data and take corrective action.
  • Create visual representations of performance, highlighting trends with GL Suite’s PowerBI reports.

Licensee Verifications

License verification websites give the public access to real-time information about license, location and license duration.

  • Ensure public information appears online, while private information remains with staff.
  • Update information in real time.

Board Meeting Management

Store and manage board meeting information, allowing your staff to generate review materials and agendas in advance.
View upcoming meetings and all records scheduled for review.

  • Automatically update records when meetings end.
  • Automate the production of board meeting packets, compiling all electronic files.

Workflow Automation

Automate your processes, storing all relevant information and communication within GL Suite’s secure SaaS platform.

  • Eliminate or reduce repetitive manual tasks for staff through automation.
  • Easily send and track staff work, whether they work in office or remote.

Online User Manuals

Our online user manuals, GL Suite’s Process Guides, lead your agency through your business process steps.

  • Keep track of your progress in the process, even marking where you left off.
  • Ensure completion of each step in a business process, leading to greater accuracy and efficiency.

Self-Service Websites

Handle basic tasks, such as paying fees or submitting applications and renewals entirely online.

  • Free up staff time to spend on higher-value work and make customers happy.
  • Support two-way communication between end users and agency departments.

Robust Reporting

Use GL Suite’s powerful reporting tools to help you visualize information and interact with reports via an integrated dashboard.

  • Customize reporting to best meet agency needs.
  • Query data in the system and display information in real time with ad-hoc reporting.

Digital Communication

Going paperless is environmentally and economically savvy for your agency.

  • Slash paper use, delivery times and printing and mailing costs.
  • Communicate nearly instantly with electronic applications and renewals.
  • Keep communications secure to meet data retention requirements.

Manage Change

Modernization efforts are challenging in any environment. Regulatory agencies have it especially difficult: highly detailed bureaucratic and legislative requirements lead to inefficient, duplicative processes that are often paired with dated technology.

Managing change effectively happens across all five phases of change:

 

  • Capacity Building—Lay down the foundation for change (in IT and throughout broader processes).
  • Process Standardization—Understand the processes in use and unify on a set of standard processes.
  • Customer Service—Identify how changes will affect customers (for good and bad).
  • Integrated Services—Streamline your regulatory agency processes and remove any manual work.
  • Continuous Improvement—Review data provided by the GL Suite system to analyze the changes and put you on path for continuous improvement.

Build Capacity

In phase 1 of transforming your regulatory agency, you build a foundation for change, creating a solid base on which to build and manage that change.

Start by defining—or reevaluating—your government agency’s mission and vision. These help clarify the end goal you’re working toward and assist with buy-in. Then engage in these three steps:

  • Stakeholder analysis—Understand who’s involved (decision makers, subject matter experts, other leaders) and identify their disposition toward the change.
  • Culture mapping—Identify how your agency typically handles change and the negative behaviors that need to be addressed.
  • Goal identification—Establish your high-level goals for change, like saving money, improving service/capacity, etc.
GL Solutions’ Agency Partner Lucas Brandt during an onsite visit with client Becky Kling, Fire Protection Licensing Program Officer, with the Nevada Fire Marshall.

Standardize Processes

Now the real change begins in Phase 2. As you start the task of standardizing processes, you also focus on internal stakeholders, creating buy-in and support for the change.

Here you:

  • Build out process maps/flows so you understand how the work flows (and identify variations and breaks in processes).
  • Establish guiding principles that define the boundaries of change and keep your agency legally compliant.
  • Set up communication protocols and channels for those who are included.
  • Create your change plan, mapping existing processes to new workflows.
  • Set goals and scope to define the modernization project’s parameters.

Serve Customers

Phase 3 focuses on your external stakeholders—the customers, constituencies, businesses and organizations that your regulatory agency serves.

Managing change effectively happens only with a solid understanding of the customer storyline:

  • Who are your average customers (businesses vs. individuals; professionals vs. public; educational level; etc.)?
  • What are your customers’ primary needs?
  • What do the customer journeys at your agency look like step by step?
  • How long is the typical customer timeline (and is this length acceptable)?

From here, identify what your end users need in terms of accessibility along with any efficiency or process hurdles holding you back.

Integrate Service

In Phase 4 you integrate those internal and external needs into a single unified solution. This likely sounds impossible: often, internal and external stakeholders’ priorities appear to be in conflict. But with GL Suite powering your digital transformation, effective change is not just possible; it’s virtually guaranteed.

GL Suite transforms your business processes, adding digital capabilities that legacy systems can’t support. It also automates many newly-digital processes and workflows, providing unique opportunities for integrating customer and internal needs (for example, a digital application portal that automatically routes customer data to all necessary fields and documents).

Improve Continuously

Effective change doesn’t end at rollout. It continues in an ongoing fifth phase of continuous improvement. Remember, change is messy; even a well-constructed plan hits roadblocks and undergoes changes along the way. New technologies may come along mid-change or constituent needs may be different at the end of your transformation than they were at the start.

Use these strategies for continuous improvement:

  • Celebrate wins—Progress is progress, even if imperfect.
  • Reevaluate mission, vision, and goals—Do these need adjusting based on new capabilities/capacity?
  • Analyze and evaluate—Use the analytics in GL Suite to evaluate performance and ensure adoption of the new system.
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