In order to obtain a free license, Veterans must provide the Game and Fish Department (GFD) with a Certificate of Disability that was signed off by the Veteran’s Affairs Department or the State’s Arizona Department of Veteran’s Services. During the process improvement review, GFD identified that the online application process was significantly slower than the in-person application process.
The GFD worked directly with the federal and state Veteran departments to decrease the turnaround time. As a result of the improved communication, it now takes an average of 2-3 days to obtain a license, an 82% improvement.
The team identified another bottleneck in the process. The Veteran’s disability certification eligibility form could be downloaded from the VA/DoD website, but not filed. Veterans were also required to have their signatures notarized.
To streamline the license process, the GFD reformed the rules with the Governor’s Regulatory Review Council to allow for online filing without notarization. It now takes GFD staff just 3.5 hours to process each license -- down from 18 hours, an 81% improvement.
The GFD website was modified to make it more user friendly and computers were placed in the lobbies of all GFD buildings, making it easier for customers to access and use the websites.