DCRA - A Digital Transformation Case Study

In 2018, the Department of Consumer and Regulatory Affairs (DCRA) embarked on a Digital Transformation journey called "Vision 2020," focused on technology enhancements to streamline processes and increase efficiency for their customers. The lessons learned and accomplishments achieved are applicable to Federal, State and Local governments nationwide.

With the current public health emergency, DCRA temporarily closed their offices, and quickly pivoted to operate in-person services online, going completely digital and virtual. The transformation not only cut down on wait times for many of their services but also accomplished the following:

• All in-person services and meetings went virtual, speeding up the approval process
• Implementation of virtual inspections to ensure customer and employee safety -
• Increased volume of customer service interactions and responses (65% said there interaction with DCRA was excellent, 20 satisfactory)
• Launch of "Project X Initiative" to harnesses the power of technology, bringing project owners and their design professionals together with DCRA plan reviewers to streamline processes
• Access to DCRA records online including building permit applications, invoices, approved building permits, building plans, Certificates of Occupancy and more via the records management system, E-Records
• Implementation of single sign-on platform to protect information and ease access to online tools for regulatory information
• Launch of the "Resident Inspector Program" as an on-demand inspection capability for vacant buildings, housing and illegal construction

Register today and hear Ernest Chrappah, Director of the DC Department of Consumer and Regulatory Affairs, outline his DCRA "Vision 2020," from strategy formulation, to implementation and lessons learned to date.