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DPH — Department of Public Health
Deep dive into SLA performance, root causes, and modernization opportunities.
On-Time
78.3%
Overdue
9,765
Refund Avg
22d
Paid Out
$384K
$ At Risk
$635K
SLA by License Type
Physician License
Hybrid · 1230 overdue
68d / 60d
+8d over SLA
Registered Nurse License
Online (eLicense) · 2670 overdue
52d / 45d
+7d over SLA
EMT Certification
Online (eLicense) · 520 overdue
28d / 30d
2d under
CPR Instructor Certification
Online (eLicense) · 180 overdue
18d / 21d
3d under
Root Cause Breakdown
Paper supplements required38%
Verification backlogs30%
Staffing constraints20%
Applicant delays12%
IT Modernization Recommendations
Accept electronic transcripts/verifications
Estimated Impact35% reduction in processing time
Implementation Cost$120K implementation
Annual Savings$285K/yr in avoided refunds
Online portal for facility licensing
Estimated Impact50% reduction for hospital/lab licenses
Implementation Cost$200K implementation
Annual Savings$190K/yr in avoided refunds