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DESPP — Department of Emergency Services & Public Protection
Deep dive into SLA performance, root causes, and modernization opportunities.
On-Time
61.2%
Overdue
3,182
Refund Avg
38d
Paid Out
$276K
$ At Risk
$796K
SLA by License Type
State Pistol Permit
Paper · 1920 overdue
94d / 60d
+34d over SLA
Private Detective License
Paper · 136 overdue
58d / 45d
+13d over SLA
Security Officer Registration
Paper · 880 overdue
42d / 30d
+12d over SLA
Root Cause Breakdown
Paper-based process62%
Staffing constraints22%
Applicant delays11%
System downtime5%
IT Modernization Recommendations
Onboard pistol permits to eLicense
Estimated Impact60% reduction in processing time
Implementation Cost$180K implementation
Annual Savings$475K/yr in avoided refunds
Integration path: Connect to CT's new consolidated payment gateway for modern payment forms (debit, ACH, digital wallet). Currently on legacy Tyler/Kavu.
Digitize security officer registration
Estimated Impact45% reduction in processing time
Implementation Cost$95K implementation
Annual Savings$132K/yr in avoided refunds