Modernizing Licensing for Temporary Help Agencies
Project Overview
Client: State Agency – Labour, Employment & Workforce Development
Industry: Public Sector
A State Agency responsible for labour and workforce standards sought to modernize the licensing and oversight process for Temporary Help Agencies (THAs) and recruiters. The existing processes required a digital, end-to-end system that supported self-service licensing, secure online payments, internal case management, and the public posting of approved licenses. The new solution aimed to enhance compliance, improve efficiency, and strengthen transparency for businesses and workers.
Goals
Enable End-to-End Digital Licensing
Provide a fully online application and processing system for THAs and recruiters, accessible across devices.
Improve Compliance & Transparency
Ensure licensed entities are verified, tracked, and publicly available to support regulatory oversight.
Streamline Internal Operations
Equip agency teams with modern case management tools for efficient reviews, communication, and processing.
Strengthen User Experience
Create a consistent, intuitive interface for applicants, following user-centered design principles.
Support Bilingual Communication
Ensure all letters, notifications, and publicly available information can be generated in English and French.
Approach
Requirement Analysis
Reviewed existing processes, regulatory workflows, application steps, and performance needs for licensing THAs and recruiters.
Licensing Workflow Design
Configured capabilities for application submission, secure payment processing, generating licensed entity lists, appeals, activity tracking, and document management.
Solution Implementation
Implemented the Salesforce Public Sector Solution, using OmniStudio and Service Cloud to enable scalable workflows, automation, and seamless applicant and staff experiences.
User-Centered Design
Applied user experience best practices to deliver an accessible, high-quality online and mobile experience.
Testing & Deployment
Conducted comprehensive testing to ensure payment security, workflow accuracy, accessibility compliance, and a smooth launch for both applicants and internal teams.
Results
Fully Digital Licensing Experience
Delivered an online and mobile-ready system that supports end-to-end applications, payments, tracking, and approvals.
Consistent, High-Quality User Experience
User-centered design improved accessibility, ease of use, and clarity for THAs and recruiters.
Stronger Collaboration
Digital tools enabled real-time communication and coordination between applicants and the agency.
Secure Digital Identity
Integrated secure identity management aligned with state digital standards.
Increased Operational Efficiency
Modern workflows and automation helped the agency meet performance benchmarks and improve processing times for businesses and workforce users.
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